Our client is Australia's most loved outdoor retailer - a trusted name with decades of heritage, powered by a passion for nature, adventure, and sustainability. From the summit of a snow-capped peak to a weekend hike with friends, they help people connect with the outdoors in meaningful ways.
They are now on the hunt for a Customer Experience Manager who lives and breathes the outdoor lifestyle and is ready to take their service journey to the next level - combining heart, innovation, and the latest in AI technology.

The Role

As the Customer Experience Manager, you'll become the personal assistant to their customers - the human guide in an increasingly digital world. From overseeing multi-channel support to championing AI-enhanced service tools, you'll ensure that every touchpoint is seamless, helpful, and full of joy.
You'll lead the team that sits at the heart of all customer interactions - across phone, live chat, email, online orders, and more - while working cross-functionally with Digital, Retail, Fulfilment and Marketing teams to embed a customer-first mindset at every level.
This isn't just a job - it's a purpose. You'll bring the energy of the outdoors into every customer interaction, making sure that no matter where customers are on their journey, they feel supported, understood, and ready to take on their next adventure.

Your Day-to-Day:

• Lead national customer support operations across phone, live chat, email & order support
• Monitor and elevate the customer experience across all digital and physical channels
• Use data, CRM systems, and AI tools to deliver smarter, faster, and friendlier support
• Forecast contact volumes and manage resourcing for seasonal and campaign-based peaks
• Collaborate with internal teams to turn Voice of Customer insights into actionable improvements
• Coach and mentor your team with a hands-on, heart-first leadership style
• Own and optimise Help Centre content and self-service tools
• Ensure all systems, automations and AI tools are aligned with privacy and ethics best practices
• Be the face of customer-centricity in internal projects and digital transformation initiatives

Who You Are?

• A natural leader who thrives on helping others grow
• Experienced in Customer Experience or Service Management, ideally within retail or eCommerce
• Confident with AI tools, CRM platforms, and digital communication systems
• Obsessed with service excellence - you love surprising and delighting customers
• A problem solver who sees opportunities in every challenge
• Passionate about sustainability, adventure, and everything outdoors
• A team player who balances strategic thinking with hands-on action
• You might even be the kind of person who brings your hiking boots to work "just in case"

Why Join Them?

• Work for a purpose-led retailer that empowers people to reconnect with nature
• Be part of a business embracing next-gen customer experience and smart tech
• Inclusive, respectful team culture where your ideas make an impact
• Generous product discounts + staff gear grants for your next adventure
• Paid Volunteer Days + Adventure Bonus Leave
• Ongoing learning and career development opportunities
• Central Melbourne CBD HQ with flexible working arrangements

Let's Talk Perks!

• Staff Discounts on premium outdoor gear
• Work that aligns with your outdoor lifestyle
• AI + CX training & support
• Sustainable, community-driven culture
• Paid Volunteer Leave & Bonus Adventure Grants

To apply online, please click on the apply button.

Alternatively, for a confidential discussion, please contact Narelle Platt on 0451 445 866 or via email at [email protected] quoting the reference number above, or check out our website for other available positions.

www.frontlinerecruitmentgroup.com/retail