_{28th March, 2025}

Head of Customer Experience

• Byron Bay, NSW
• 14-month paternity leave contract 
• Competitive Salary + career opportunities 

Our client is seeking an innovative and customer-obsessed Head of Customer Experience (CX) to lead their global CX strategy, reporting directly to the CEO.

This is a high-impact role where you will craft and implement seamless, differentiated experiences across B2C, D2C, and B2B channels, ensuring customers and partners remain engaged, satisfied, and loyal.

What You’ll Do:

✔ Develop and execute a customer experience plan aligned with business goals.
✔ Own the customer journey mapping for both B2C, D2C and B2B, identifying opportunities to enhance satisfaction and loyalty.
✔ Lead the design and implementation of consistent and differentiated CX programs across all touchpoints.
✔ Collaborate with product, marketing, sales, and eCommerce teams to embed CX into every business function.
✔ Oversee customer service and support teams, ensuring responsiveness, empathy, and efficiency.
✔ Use data-driven insights (NPS, CSAT, VoC programs) to measure success and continuously improve CX performance.
✔ Leverage digital tools, AI, and automation to enhance customer engagement and streamline experiences.
✔ Build and inspire a global CX team, fostering a customer-first culture across the organisation.

What We’re Looking For:

��10 + years of experience in customer experience, service, or operations, ideally in a global, multi-channel business.
�� Proven success in B2C, D2C, and B2B environments, with a deep understanding of their unique customer needs.
�� Strong expertise in customer journey mapping, VoC programs, and CX measurement frameworks (e.g., NPS, CSAT).
�� Hands-on experience with CX tools and platforms (e.g., Salesforce, Zendesk, HubSpot).
�� Exceptional leadership and change management skills, with experience leading cross-functional, multicultural, and remote teams.
�� Bachelor's degree in Business, Marketing, or a related field (MBA preferred).

Why Join?

This is a rare opportunity to drive a customer-first transformation at a global level while working closely with the CEO and broader leadership team. If you’re passionate about elevating CX, leveraging technology, and inspiring teams, we’d love to hear from you!

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