Customer Experience Manager

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 escalatio...