TWO SVGE | D2C Eyewear | Australia North America TWO SVGE isn’t entering North America. They’re already there! Now they want more — more market share, more operational precision, more scale without friction. They are a fast-growing direct-to-consumer eyewear brand with strong foundations in Australia and New Zealand, real traction across North America and distribution into 60 countries globally. The next chapter isn’t about proving the model. It’s about expanding it. To do that, the founders are ready to bring in a serious operator. The Role This is not a reactive support role. This is ownership of the full customer journey — from first click to fifth purchase. You’ll design and optimise the entire ecosystem that drives: Conversion confidence Post-purchase experience Repeat purchase behaviour Loyalty participation Community engagement Long-term LTV growth You’ll think in flows, segments and behavioural triggers — not inboxes. You’ll map friction points across the journey (UX, returns, messaging, delivery, service interactions) and build scalable systems. You’ll partner across marketing, eCommerce and operations to ensure every post-purchase interaction compounds brand equity and commercial performance. Customer Journey & UX Optimisation Map and continuously optimise the end-to-end DTC journey across Shopify Improve drop-off points, returns experience and post-purchase communication flows Translate qualitative feedback and behavioural data into UX and lifecycle improvements Drive measurable increases in repeat rate and customer lifetime value Retention & Lifecycle Strategy Design and implement loyalty and retention programs Own segmentation and lifecycle flows via Klaviyo Activate post-purchase upsell, replenishment and cross-sell strategies Turn customer behaviour into commercial outcomes Systems, Automation & AI Own and optimise the CX tech stack (Shopify, Gorgias, Klaviyo, Triple Whale post-purchase tools) Implement automation and AI to reduce cost-to-serve and increase self-serve adoption Build scalable workflows that support international growth Create reporting dashboards that link CX activity to revenue outcomes Operational Leadership Lead the support team while remaining close to complex escalations Optimise returns, refunds and exchange processes Set performance standards tied to commercial and experience metrics (CSAT, NPS, repeat rate, churn drivers, resolution time) Build feedback loops that create insight — not survey fatigue Who You Are You likely come from a high-growth Australian DTC ecommerce brand and you've: Owned customer journey optimisation in a scaling online business Built or redesigned lifecycle marketing flows Worked deeply in Shopify ecosystems Used CX data to influence product, marketing and UX decisions Implemented automation to scale support without compromising brand experience You think in systems, you understand behavioural economics, you care about UX as much as you care about operational efficiency. You’re commercially literate — you know what CAC, LTV and repeat rate mean and how CX influences them. You’re comfortable toggling between strategy and execution — redesigning workflows one moment, handling a complex escalation the next. Why TWO SVGE This is a high‑growth DTC brand with global ambition and a fiercely loyal customer base. You’ll work directly with founders who care deeply about product, brand and experience — and who understand that world‑class CX is a competitive advantage, not a cost centre. You’ll have real influence, real autonomy and the mandate to build a CX engine that supports international scale. If you’ve built a high‑performing CX function before — and you’re ready to do it again with more scale, more ambition and more upside — we should talk. Please get in touch with Karen McGlynn on or email with your updated resume.
