Our client:

We’re partnering with a fast-growing, values-led brand that’s redefining what it means to connect with customers. As they continue to build an engaged and loyal community, they’re on the lookout for a Customer Experience & Community Manager to lead from the front—bringing energy, empathy, and heart to every customer interaction.

About the role:

This is more than a typical CX leadership role. It’s an opportunity to shape the daily experience of thousands of customers, inspire a passionate team, and drive connection beyond the transactional. You’ll be the go-to person for coaching through tricky situations, celebrating service wins, and helping create moments of real joy for the customer.

What you’ll be doing:

• Leading and developing a high-performing, customer-obsessed team
• Coaching in real time—stepping in to guide the team through escalations with care and confidence
• Bringing brand personality to life through surprise-and-delight initiatives and community engagement activities
• Collaborating with key teams across retail, marketing and fulfilment to ensure a seamless end-to-end experience
• Tracking customer feedback and service trends to identify improvements and celebrate what’s working

What you’ll bring:

• Proven experience leading customer-facing teams in a fast-paced environment
• A natural, people-first leadership style that lifts others and builds strong team culture
• Confident handling escalations and helping the team turn challenges into positive outcomes
• A warm, engaging communication style and a genuine passion for customer connection
• Experience in fashion or apparel is a bonus—but not essential if you bring the right energy and attitude

Why you’ll love it:

• Purpose-led brand that genuinely cares about its team and community
• Flexible start/finish times and one day working from home
• Free street parking and close to public transport
• Supportive, down-to-earth culture where your impact will be seen and valued
• A chance to lead with heart, spark joy for customers, and make a real difference every day

If you’re a hands-on leader who thrives on coaching others, connecting with people, and creating unforgettable customer moments—we’d love to hear from you. 
As this is a full-time, permanent position - you must have unlimited working rights within Australia as sponsorship is not available.