Job Description

About by charlotte

by charlotte is a multi-channel Australian jewellery and accessories retailer in an exciting growth phase — scaling our store footprint, deepening our DTC eCommerce capability, and building out wholesale and international channels. At the heart of our growth is a commitment to customer experience that reflects our brand values of connection, intentionality, and care.

The Role

The Customer Experience Manager is a key leadership role responsible for delivering an exceptional, end-to-end customer journey across retail, eCommerce and post-purchase channels.

Leading a team of CX Specialists, you'll oversee service operations, develop frameworks and standards, and work cross-functionally to continuously elevate the experience we deliver to every customer. You'll also play a central role in building by charlotte's clienteling capability, working in shared oversight with the CRM team to deepen engagement with our highest-value customers.

What You'll Do

• Lead, coach and develop a team of CX Specialists across online and in-store support, fostering a high-performance, empathetic team culture.
• Define and maintain service KPIs, quality assurance frameworks and escalation protocols across all channels.
• Manage day-to-day CX operations across Gorgias, including ticket management, SLA adherence and response quality.
• Identify friction points across the customer journey and lead cross-functional initiatives to improve NPS, CSAT and loyalty outcomes.
• Oversee omnichannel service programs spanning live chat, email, phone, social DMs and in-store touchpoints.
• Partner with the eCommerce team on online experience improvements, returns policy, click & collect and aftersales.
• Execute by charlotte's clienteling strategy for high-value customer segments, including VIP milestone communications, product recommendations and bespoke outreach.
• Analyse customer feedback, sentiment trends and service data to surface actionable insights and inform retention strategy.
• Ensure all customer-facing communication aligns with by charlotte's brand voice and values.
• Own and evolve policies and frameworks for complaints, refunds, warranties, repairs and exchanges.

About You

You'll shine in this role if you are as commercially minded as you are customer-obsessed — calm under pressure, highly organised, and with a natural ability to lead a team that delivers warm, on-brand experiences at every touchpoint.

You are emotionally intelligent, solutions-focused, and deeply aligned with the by charlotte ethos of connection, intentionality and care. You hold yourself and your team to a high standard, and you understand that exceptional customer experience isn't just the right thing to do it drives retention, loyalty and revenue.

You'll also bring:

• Demonstrated experience in a senior customer experience, customer care or clienteling role, ideally within retail, fashion or premium consumer goods.
• Strong commercial acumen with the ability to connect CX performance to retention, loyalty and revenue outcomes.
• Experience with customer service, CRM or clienteling platforms (familiarity with Gorgias highly regarded).
• Exceptional written and verbal communication skills, with high sensitivity to brand voice and tone.
• Experience in an omnichannel environment spanning eCommerce and physical retail.
• Familiarity with Shopify, ReturnGo or similar eCommerce and returns management platforms.
• Exposure to VIP or high-value customer programs and personalised outreach campaigns.

Why Join Us

• A leadership role at the intersection of customer experience, brand and commercial performance.
• Broad cross-functional exposure across Retail, eCommerce, CRM, Operations and Logistics.
• The opportunity to build and shape by charlotte's clienteling capability from the ground up.
• A collaborative, values-led team culture grounded in connection, creativity and care.
• Hybrid working, competitive remuneration and a generous staff discount.

We are committed to equal opportunities and fostering a culture grounded in respect, inclusivity and collaboration. Due to the high volume of applications, only shortlisted candidates will be contacted.