Head of Customer Experience

Sydney | Full-time | $180K + Super
  
  
We're partnering with a fast-growing global ecommerce business to find an experienced Head of Customer Experience who will own how customers feel about the brand at every stage of their journey. From the first digital touchpoint through to repeat purchases and long-term loyalty, you'll ensure every interaction is intentional, consistent and customer-first
.This is a genuine Head of role with a seat at the table. You'll work across Marketing, CRM, Digital, Creative, Social and Customer Service, leading through influence rather than direct management. You'll set the customer experience standard across the business, using insight, data and collaboration to drive meaningful improvements
  
Key responsibilities:

• Owning and continuously evolving the end-to-end customer journey across Australia, the UK and the U
• Identifying friction points and opportunities to improve the customer experience across every touchpoint
• Leading the Voice of Customer programme, including NPS, customer feedback, online reviews and sentiment reporting
• Turning customer insights into clear recommendations that influence business strategy and commercial outcomes
• Shaping lifecycle marketing, retention and loyalty strategies in partnership with the CRM team
• Working closely with Digital, Creative, Social and Customer Service teams to ensure a seamless and consistent customer experience
• Defining and reporting on customer experience metrics including NPS, retention, customer lifetime value, repeat purchase and customer satisfaction

  
This role will suit a senior Customer Experience or CRM leader who has worked in a direct-to-consumer ecommerce environment and understands how exceptional customer experiences drive commercial success
  
  
Key requirements:

• Extensive experience in Customer Experience, CRM or Customer Insights, including time operating at Head of level
• Strong hands-on experience with Klaviyo (or equivalent CRM automation platform), with the ability to contribute strategically as well as understand the detail of lifecycle journeys and customer flows
• Experience designing and evolving loyalty and retention programmes that improve customer lifetime value
• A strong background running NPS programmes, customer sentiment initiatives and review platforms
• Proven ability to influence senior stakeholders and lead cross-functional teams without direct authority
• Commercial acumen, using customer insight to inform decisions and improve business performance

  What's on offer:

• Salary of $180K + Super
• A strategic leadership position with genuine influence across the business.
• The opportunity to shape customer experience for a growing international ecommerce brand
• A collaborative leadership team that values innovation, customer insight and continuous improvement.

    
If you're equally comfortable discussing customer strategy in the boardroom and reviewing a customer journey, we'd love to hear from you.