Back
Global Customer Experience Manager - Remote
Full-time
BABYBOO is a rapidly scaling Australian fashion eCommerce brand shipping worldwide. They're looking for a commercially minded, customer-obsessed Global Customer Experience Manager to lead and evolve the CX strategy across global markets, shaping a best-in-class end-to-end customer journey and leading high-performing CX teams across regions using customer insight, technology, automation, and AI-driven solutions.
What you'll do
Lead and execute the global customer experience strategy aligned with brand vision and commercial goals across all markets.
Analyse customer feedback, CSAT, NPS, contact drivers, and social sentiment to identify trends and improvement opportunities.
Own and optimise CX performance metrics including contact ratio, response times, resolution quality, and retention.
Lead, mentor, and develop global CX teams across onshore, offshore, and BPO partners.
Oversee the CX technology and automation roadmap, including platforms such as Gorgias, AI tools, self-service solutions, and workflow automation.
You are
Experienced in a senior CX leadership role within eCommerce, fashion, beauty, retail, or a high-growth consumer brand.
Strong in analytics and problem-solving, translating complex data into actionable recommendations.
Deeply knowledgeable about CX platforms, customer service technologies, automation, and AI-driven support solutions.
