Head of Customer Experience

Role overview

We are seeking a senior customer experience leader for a fast-growing global ecommerce company based in Sydney. This position owns the customer journey end to end, making sure every interaction reflects a thoughtful, consistent, and customer-focused brand experience from the first online touchpoint through repeat purchases and long-term loyalty.

This is a true head-level position with broad influence across the business. You will partner with Marketing, CRM, Digital, Creative, Social, and Customer Service teams to raise the standard of customer experience through insight, data, and collaboration rather than direct line management.

What you will do

• Manage and continuously improve the customer journey across Australia, the UK, and the U...
• Spot areas of friction and identify opportunities to enhance the experience at every customer touchpoint.
• Lead the voice-of-customer programme, covering NPS, customer feedback, online reviews, and sentiment analysis.
• Translate customer insights into practical recommendations that support strategy and commercial results.
• Partner with the CRM team to shape lifecycle marketing, retention, and loyalty initiatives.
• Work closely with Digital, Creative, Social, and Customer Service teams to keep the experience seamless and aligned.
• Define and track key customer experience measures such as NPS, retention, customer lifetime value, repeat purchase rate, and customer satisfaction.

Experience and background

This role is best suited to a senior Customer Experience or CRM professional with ecommerce experience in a direct-to-consumer environment and a clear understanding of how great customer journeys contribute to business growth.

• Deep experience in Customer Experience, CRM, or Customer Insights, including leadership at head level.
• Practical expertise with Klaviyo or a similar CRM automation platform, along with a strategic understanding of lifecycle journeys and customer flows.
• Proven ability to build and refine loyalty and retention programmes that lift customer lifetime value.
• Strong experience running NPS programmes, customer sentiment work, and review platforms.
• Ability to influence senior leaders and guide cross-functional teams without direct reporting lines.
• Commercial thinking, with the ability to use customer insight to shape decisions and improve performance.

What is offered

• Annual salary of $180K plus superannuation.
• A strategic leadership role with meaningful influence across the organisation.
• An opportunity to define customer experience for a growing international ecommerce brand.
• A collaborative leadership group that values innovation, customer understanding, and continuous improvement.

Additional information

Location: Sydney, New South Wales, Australia.

Employment type: Full-time, onsite.

Compensation: $180K + Super.

The role requires a leader who is comfortable discussing customer strategy at board level as well as reviewing the details of the customer journey.