Head of Customer Experience (12 Month Max Term)

Job title: Head of Customer Experience (12 Month Max Term)

Company: THE ICONIC


Job description: About THE ICONIC..Since 2011, THE ICONIC has redefined the future of retail in Australia and New Zealand. As the #1 fashion e-commerce & lifestyle destination in the region, our e-commerce platforms provide an inspiring and seamless end-to-end customer experience through our own technology innovations.Working at THE ICONIC means joining a diverse and dynamic community of over 1,000 people working towards our purpose “create a better way for people to shop”. This diversity is at the heart of everything we do and gives real meaning in creating a positive impact in the world, from our ethical sourcing and sustainability strategies to our community engagement and diversity.Customer Experience at THE ICONICOur Customer Experience Team loves delighting our customers and this passion leads us to go above and beyond every day, in every way. This team is a zestful, high performing bunch, motivated by improving the customer experience by challenging the status quo.What You Will DoReporting into the Chief Marketing Officer, you will lead in delivering exceptional customer experiences across all touchpoints and interactions and serve as the chief architect of our customer experience strategy.

• Execute the existing customer experience (CX) strategy and ensure continuity of key initiatives already in flight.
• Champion a customer-first culture across teams, ensuring exceptional service is consistently delivered at all customer touchpoints.
• Lead and support the customer experience team with clear direction, coaching, and day-to-day operational leadership.
• Maintain strong team morale, accountability, and performance during the transition period.
• Use customer insights and performance data to monitor key CX metrics (e.g. CSAT, NPS, issue resolution) and drive action where needed.
• Deliver regular reports and insights to senior stakeholders, providing clear updates on CX performance and priorities.
• Optimise and maintain efficient customer service workflows, removing friction and supporting operational excellence.
• Collaborate closely with product, tech, operations, and voice of customer teams to ensure customer feedback informs prioritisation and delivery.
• Ensure in-flight initiatives and commitments from the Voice of Customer program are actioned and measured.
• Partner with internal stakeholders to maintain momentum on cross-functional CX initiatives and resolve emerging pain points.

What We Are Looking For

• Minimum of 10 years of leadership experience within a customer service/experience team with a demonstrated track record of success in driving customer-centric initiatives and leading large teams.
• Proven ability to lead and inspire cross-functional teams, with strong leadership, coaching, and mentoring skills.
• Exceptional strategic thinking and vision, with the ability to develop and execute customer experience strategies that drive tangible business results.
• Proficiency in leveraging customer insights and data analytics to inform decision-making and drive continuous improvement.
• Experience developing and managing budgets, forecasting resource requirements, and assessing the financial impact of customer experience investments.
• Proven ability to lead change initiatives and drive organisational transformation, with a focus on fostering a culture of innovation, agility, and continuous improvement.

Life at THE ICONICFrom our ways of working to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it! People are our greatest asset and our ICONITE experience is designed to empower you to do your best work.Here’s what to expect when you join THE ICONIC:

• Flexible working. We offer a hybrid and flexible working model so you can do your best work in a way that works for you
• The learning collective. Get your knowledge fix with our learning days and hackathons
• Parents at THE ICONIC. Access to our parental leave program and an extra day off for your kids’ first day of school every year
• Birthday leave. Enjoy a paid day off for your birthday and an ICONIC voucher to treat yourself
• Curate your style. No matter what your style is, we have got you covered with our Amazing staff discount and our famous sample sales
• Wellbeing. Access to our discounted gym memberships and wellbeing programs
• People first. Access to our Employee Assistance Program for you and your family
• Volunteer days. Work as a Charity Partner with Thread Together for society and environmental change.
• Furry friend. We are a dog friendly office for anyone who wants to bring their fur baby to work.
• Refer a friend. Enjoy a referral reward for successfully placing a referral

We are committed to providing reasonable arrangements to all individuals participating in our application and interview process, and while performing job functions. If you require any accommodations or adjustments prior to the submission of your application or throughout your interview process, please contact our Talent Acquisition team directly:

Expected salary:

Location: Sydney, NSW

Job date: Thu, 10 Jul 2025 07:43:34 GMT

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