Join a respected Australian retail brand with a proud heritage and a genuine passion for the outdoors. This is a business built on community, authenticity, and sustainability - and they're now investing in the next stage of their customer experience journey, combining technology, service, and people to create something truly special. Role Overview This is an exciting opportunity for an experienced Customer Experience Manager who's ready to help shape the next level of customer engagement. You'll lead a dedicated team overseeing all national customer communication channels - from phone and live chat to email and online order support - ensuring every interaction reflects the brand's warmth and integrity. Working closely with departments including IT, Digital, Marketing, eCommerce, and Retail Operations, you'll also play a key role in supporting the rollout of a new CRM and AI integration project designed to enhance service responsiveness both online and in-store. This is a hands-on role where you'll be actively involved in the day-to-day operations, while also contributing ideas and strategies that elevate the customer journey. About You You're a natural people leader who thrives in a collaborative, customer-first environment. You bring experience in Customer Experience Management (CEM) and are motivated by helping teams deliver service excellence. You know how to identify individual strengths, allocate responsibilities effectively, and create an environment where great customer experiences happen naturally. You may have exposure to AI or CRM integration projects - or you may simply be eager to learn and grow in this space. What matters most is your enthusiasm for continuous improvement and your genuine passion for delivering exceptional service. YOU LOVE THE OUTDOORS! Key Skills & Experience: Experience in Customer Experience or Service Management (retail/eCommerce ideal) Exposure to or interest in AI or CRM integration projects (highly regarded but not essential) Proven ability to lead, mentor, and support a customer service team Strong communication and collaboration skills across departments A hands-on, motivated approach with a drive to make a real impact Passion for the outdoors, sustainability, and creating meaningful customer connections Benefits Be part of an established, purpose-driven retail brand with deep community roots Opportunity to grow and expand your experience within a transformative project Supportive culture that values collaboration, innovation, and initiative Generous staff discounts and ongoing learning opportunities If you're looking for a role where your ideas are valued, your leadership makes a difference, and your passion for customer experience truly shines - we'd love to hear from you. To apply online, please click on the apply button. Alternatively for a confidential discussion please contact Soledad Henderson at shenderson@frontlineexecutive.com.au quoting the reference number above. Note: Not all our current vacancies are listed on job boards. Check out our Frontline Executive Retail website for a complete listing www.frontlinerecruitmentgroup.com/our-brands/frontline-executive-recruitment You can also connect with us via our social accounts for industry news, job seeking tips, and to be the first to know about new job openings! Facebook: www.facebook.com/FrontlineRetailExecutiveSydney
