Customer Experience and Operations Lead
Dermalogica AustraliaCustomer Experience & Operations Lead
Murad Australia
Location: Sydney, NSW (Remote)
Salary: $70,000 + quarterly product allowance
Keep a premium brand running behind the scenes.
Great customer experience doesn't happen by accident.
When this role is done well, the team notices—but customers don't. Orders arrive correctly, loyalty points apply without issue, stockists receive credits promptly, customer concerns are resolved professionally, and the warehouse is prepared before promotions even begin.
The brand feels effortless because someone is making sure nothing falls through the cracks.
If you enjoy bringing order to complexity, improving processes, and taking ownership of operations that genuinely make a difference, we'd love to hear from you.
About the role
No two days are the same.
On any given day you might be:
- Processing returns and refunds
- Responding to customer enquiries and online reviews
- Updating Shopify loyalty programs
- Supporting stockists with order enquiries
- Managing purchase orders and reconciliations
- Coordinating with our warehouse ahead of promotions
- Updating products, pricing and inventory systems
- Producing operational reports and identifying process improvements
This is a hands-on operational role where you'll own the Customer Experience & Operations function, not simply complete tasks within it.
You'll work alongside a close-knit team of five function leads, reporting directly to our Partnerships Manager while helping create the systems and processes that support Murad Australia's continued growth.
Key responsibilities
- Build and improve operational processes and systems
- Deliver exceptional customer experiences through operational excellence
- Manage customer, stockist and trade enquiries via phone, email and online platforms
- Process orders, returns, credits and refunds accurately and on time
- Manage clinic payments and PRO account loyalty
- Raise, monitor and reconcile purchase orders
- Handle return-to-sender payments, PayPal enquiries and subscription cancellations
- Respond to negative reviews professionally and on-brand
- Support social media and Amazon product enquiries
- Maintain loyalty program points and member communications
- Update product pricing, product information and customer pricing groups
- Add new products across systems and maintain barcode accuracy
- Manage stock conversions, tester allocations, BOM creation and inventory communications
- Coordinate promotional activity with the warehouse
- Maintain accurate customer and account records
- Support reporting, scheduling and trade event coordination
- Assist with product
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