Position Description : Head of Customer Experience Reports To : CMO Direct Reports : 1 (Customer Service Manager) Location : Melbourne (1-day WFH) At Archies Footwear, customer satisfaction is a core driver of our success – not just through great products, but through consistent, reliable and thoughtful customer experience & support. The Head of Customer Experience is responsible for protecting and evolving this reputation by leading our global customer support function, shaping how we listen to and act on customer feedback, and ensuring operational excellence across all service channels. This is a senior, hands-on role that blends leadership, systems thinking, and strategic planning by synthesising customer feedback into actionable insights, fed across all departments in the business. This ranges from new product development, to website user experience and beyond. The Head of Customer Experience will drive improvements in how we gather and report on our customer insights. They will also continuously elevate customer support – building scalable processes, embedding feedback loops, and ensuring the voice of the customer remains central to how we evolve our business across all departments. This is beyond a traditional customer service management role - it’s a strategic CX leadership position focused on improving the entire customer journey and informing business-wide decisions for a rapidly growing global business. KEY RESPONSIBILITIESStrategy, Leadership & Department DevelopmentSet the vision and structure for Archies’ global customer experience, ensuring our support function is proactive, scalable, and regionally relevant.Conduct a full review of existing CX operations – including workflows, platforms, and performance – to identify gaps and shape the department’s future state.Lead and mentor a globally distributed team, including direct oversight of a regional Customer Service Team Leader.Coordinate customer responses to high-impact service disruptions, delays, or operational issues, ensuring the right stakeholders are engaged and escalation processes are clear.Navigate sensitive or high-risk customer situations in collaboration with the leadership and legal team, applying discretion, sound judgment, and alignment to legal protocols.Maintain and champion awareness of compliance requirements in customer contact, data handling, and refund practices, escalating risk or legal concerns as appropriate. Customer Metrics, Reporting & InsightsDesign a customer experience metrics framework that delivers clear visibility into brand performance, customer sentiment, returns, and support trends.Build a reporting rhythm for sharing key insights with the wider business, ensuring data drives decision-making.Track and surface key insights such as return reasons by region, delivery-related issues, and sentiment fluctuations, identifying benchmarks and areas for improvement.Lead cross-functional projects that translate support data into tangible actions for product, logistics, and marketing teams.Stay informed on industry benchmarks and best-practice measurement frameworks (e.g. NPS, CSAT, CES), ensuring Archies applies relevant methodologies to track customer sentiment and service quality over time. CX Technology & Continuous ImprovementEvaluate existing CX platforms, tools, and systems – and lead structured reviews to ensure they support evolving team needs and business priorities.Partner with internal and external stakeholders to explore new technologies that can improve customer experience and service delivery across regions.Maintain active relationships with external technology partners to stay informed of developments and opportunities that enhance support capabilities.Explore the potential of AI tools, automation, and service enhancements, applying these thoughtfully to support team efficiency and customer satisfaction. Process, Documentation & Knowledge ManagementCreate a comprehensive internal knowledge base for the CX team – including SOPs, indexed documentation, and onboarding resources – to ensure consistency and resilience.Replace ad hoc or word-of-mouth training with scalable, well-documented processes, supported by video walkthroughs or user-friendly guides.Ensure all customer interactions, templates, and support materials consistently reflect Archies’ brand – maintaining a cohesive and on-brand experience across channels.Research regional differences in returns policies and customer expectations to inform support approaches tailored to key markets.Support new market entry by monitoring feedback, identifying early signals, and contributing insights to broader business planning. Required Skills & CompetenciesProven experience leading and scaling a high-performing customer service or experience team, ideally across multiple regions or time zones.Demonstrated success managing a medium-to-large team in an online retail or direct-to-consumer (DTC) environment, with the ability to navigate high volume, seasonality, and operational complexity.Strong people leadership skills, with the ability to coach, develop, and hold teams accountable to high standards of performance and service.Experience designing and implementing customer experience strategies that improve satisfaction, reduce friction, and increase efficiency.Skilled in translating customer feedback into actionable insights to inform product improvements, working closely with Product, Design, and Operations teams.Comfortable presenting data and insights to cross-functional leaders, with a track record of influencing decisions using both qualitative and quantitative inputs.Confident working across CX platforms, tools, and dashboards; able to evaluate and implement systems that support scale, automation, and insight.Process-oriented with strong documentation discipline; experienced in building and maintaining scalable knowledge bases and SOPs.Commercially aware, with a clear understanding of how customer experience impacts revenue, retention, and brand reputation.Calm, measured, and clear-thinking in high-pressure situations, especially when navigating sensitive or high-risk customer issues. 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