Online CX Specialist
Job No.: 997018
Location: Melbourne - CBD & Inner
Job type: Full-Time
Country Road Group (CRG) is embarking on transformation to position itself for growth, leveraging our scale, capabilities and culture as a House of Brands. We are investing in new and existing capabilities and have a number of exciting opportunities available.
We have a great opportunity for an Online CX Specialist to join the Country Road Group. In this role you will be supporting the strategic development and operational execution of best-in-class Post Purchase Online Customer Experience (PP CX) across all CRG Brands. Not only will you be driving efficiency across fulfilment, packaging and customer service, you’ll also be responsible for optimizing post purchase elements such as Click & Collect, Same Day Delivery, Gifting and many more.
Key Accountabilities
Lead operationalisation of CRG’s PP CX – by developing, optimising, documenting and supporting processes that deliver improvements
Develop metrics and KPIs to monitor and analyse PP CX performance, further providing insights and recommendations for actions to enhance trade outcomes and customer retention and re-purchase rates.
Strategically drive our online fulfilment program in store and support Capacity Planning across all fulfilment channels
Project Support – Lead fit-for-purpose delivery of CX-based projects and CX-related project elements.
Support Head of eCommerce in Stakeholder Liaison & Engagement
Collaborate with HO eCommerce, eCommerce Managers and Digital Product teams, to identify and deliver incremental improvements to PP CX, through projects and initiatives.
Key Capabilities
Experience with dedicated Online CX and post-purchase CX ownership.
Experience operating within an eCommerce business and working across digital operations (preferably within fashion retail).
Demonstrated experience working with internal teams, technical vendors and commerce partners to achieve online success.
Well-developed communication, time management, analytical and organisation skills.
Exceptional interpersonal skills, stakeholder engagement, and problemsolving abilities.
Exemplary understanding and knowledge of ecommerce operations and retail trading (technical, functional and strategic).
Exemplary process development, documentation and workflow management skills
Why work for CRG?
The Country Road Group is one of Australasia’s largest Lifestyle Brand Houses comprising of iconic brands such as Country Road, POLITIX, Trenery, Witchery and MIMCO. Here are some of the great things we offer:
Generous employee discounts across our House of Brands
Seasonal clothing allowance
An additional day of leave for your birthday
An Industry leading Parental Leave Program
Flexible working arrangements to support work/life balance
Annual learning calendar to support the ongoing development of our team
Support community partnerships across our Corporate Social Responsibility Program
We are committed to operating ethically, sustainably, and responsibly.
Country Road Group is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application to assist you through the recruitment process. Country Road Group prefers to manage all sourcing directly, please submit your applications to this role if you are interested. Please note introductions via agency will not be accepted. Closing date: 18 Dec 2024
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