{"id":327112,"date":"2026-07-12T00:00:00","date_gmt":"2026-07-11T23:00:00","guid":{"rendered":"https:\/\/www.remotetribe.life\/remotejobs\/job\/customer-experience-and-operations-lead\/"},"modified":"2026-07-12T00:00:00","modified_gmt":"2026-07-11T23:00:00","slug":"customer-experience-and-operations-lead","status":"publish","type":"job_listing","link":"https:\/\/www.remotetribe.life\/remotejobs\/job\/customer-experience-and-operations-lead\/","title":{"rendered":"Customer Experience and Operations Lead"},"content":{"rendered":"<h2><strong>Customer Experience &amp; Operations Lead<\/strong><\/h2>\n<p><strong>Murad Australia<\/strong><br \/><strong>Location:<\/strong> Sydney, NSW (Remote) <strong>Salary:<\/strong> $70,000 + quarterly product allowance<\/p>\n<\/p>\n<h2>Keep a premium brand running behind the scenes.<\/h2>\n<p>Great customer experience doesn&#8217;t happen by accident.<\/p>\n<p>When this role is done well, the team notices\u2014but customers don&#8217;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.<\/p>\n<p>The brand feels effortless because someone is making sure nothing falls through the cracks.<\/p>\n<p>If you enjoy bringing order to complexity, improving processes, and taking ownership of operations that genuinely make a difference, we&#8217;d love to hear from you.<\/p>\n<\/p>\n<h2>About the role<\/h2>\n<p>No two days are the same.<\/p>\n<p>On any given day you might be:<\/p>\n<ul>\n<li>Processing returns and refunds<\/li>\n<li>Responding to customer enquiries and online reviews<\/li>\n<li>Updating Shopify loyalty programs<\/li>\n<li>Supporting stockists with order enquiries<\/li>\n<li>Managing purchase orders and reconciliations<\/li>\n<li>Coordinating with our warehouse ahead of promotions<\/li>\n<li>Updating products, pricing and inventory systems<\/li>\n<li>Producing operational reports and identifying process improvements<\/li>\n<\/ul>\n<p>This is a hands-on operational role where you&#8217;ll own the Customer Experience &amp; Operations function, not simply complete tasks within it.<\/p>\n<p>You&#8217;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&#8217;s continued growth.<\/p>\n<\/p>\n<h2>Key responsibilities<\/h2>\n<ul>\n<li>Build and improve operational processes and systems<\/li>\n<li>Deliver exceptional customer experiences through operational excellence<\/li>\n<li>Manage customer, stockist and trade enquiries via phone, email and online platforms<\/li>\n<li>Process orders, returns, credits and refunds accurately and on time<\/li>\n<li>Manage clinic payments and PRO account loyalty<\/li>\n<li>Raise, monitor and reconcile purchase orders<\/li>\n<li>Handle return-to-sender payments, PayPal enquiries and subscription cancellations<\/li>\n<li>Respond to negative reviews professionally and on-brand<\/li>\n<li>Support social media and Amazon product enquiries<\/li>\n<li>Maintain loyalty program points and member communications<\/li>\n<li>Update product pricing, product information and customer pricing groups<\/li>\n<li>Add new products across systems and maintain barcode accuracy<\/li>\n<li>Manage stock conversions, tester allocations, BOM creation and inventory communications<\/li>\n<li>Coordinate promotional activity with the warehouse<\/li>\n<li>Maintain accurate customer and account records<\/li>\n<li>Support reporting, scheduling and trade event coordination<\/li>\n<li>Assist with product samples and inventory tracking<\/li>\n<li>Produce operational reporting and identify recurring issues for improvement<\/li>\n<\/ul>\n<p>Full training on our systems will be provided.<\/p>\n<\/p>\n<h2>About you<\/h2>\n<p>You&#8217;ll thrive in this role if you:<\/p>\n<ul>\n<li>Have experience in a customer service, administration or operations role<\/li>\n<li>Naturally work with accuracy and attention to detail<\/li>\n<li>Enjoy improving systems and processes<\/li>\n<li>Can confidently manage multiple priorities in a fast-paced environment<\/li>\n<li>Communicate professionally with customers and business partners<\/li>\n<li>Learn new systems quickly (Shopify experience is advantageous but not essential)<\/li>\n<li>Take ownership and proactively solve problems<\/li>\n<li>Are comfortable working across a broad range of responsibilities<\/li>\n<li>Enjoy being part of a collaborative, high-performing team<\/li>\n<\/ul>\n<p>An interest in skincare or beauty products is a bonus.<\/p>\n<\/p>\n<h2>What&#8217;s on offer<\/h2>\n<ul>\n<li>$70,000 salary<\/li>\n<li>Remote working arrangement<\/li>\n<li>Quarterly Murad product allowance<\/li>\n<li>A supportive, high-performing team<\/li>\n<li>Direct access to senior leadership<\/li>\n<li>Genuine ownership of your function<\/li>\n<li>Opportunity to grow as Murad Australia continues to expand<\/li>\n<\/ul>\n<p>Murad is on a deliberate path to double its Australian revenue, making this an exciting opportunity to grow alongside the business.<\/p>\n<\/p>\n<h2>Apply now<\/h2>\n<p>To apply, please submit:<\/p>\n<ul>\n<li>Your CV<\/li>\n<li>A short note (1\u20132 paragraphs) outlining the most complex administration or customer experience environment you&#8217;ve worked in, what made it challenging, and what you learned from the experience.<\/li>\n<\/ul>\n<p>We&#8217;re not looking for a traditional cover letter\u2014we&#8217;re looking for evidence of your ability to bring structure, solve problems and improve operational performance.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer Experience &amp; Operations Lead Murad AustraliaLocation: Sydney, NSW (Remote) Salary: $70,000 + quarterly product allowance Keep a premium brand running behind the scenes. Great customer experience doesn&#8217;t happen by&#8230;<\/p>\n","protected":false},"author":1,"featured_media":327113,"template":"","meta":{"_promoted":"","_job_location":"Australia","_application":"https:\/\/jobicy.com\/jobs\/149220-customer-experience-and-operations-lead","_company_name":"Dermalogica Australia","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job-categories":[179],"job-types":[16],"job_listing_tag":[205,206,171,207],"class_list":["post-327112","job_listing","type-job_listing","status-publish","has-post-thumbnail","hentry","job_listing_category-customer-support","job_listing_type-full-time","job_listing_tag-client-service","job_listing_tag-customer-help","job_listing_tag-customer-service","job_listing_tag-support-specialist","job-type-full-time"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Experience and Operations Lead - Land A Remote Job From Top Employers<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.remotetribe.life\/remotejobs\/job\/customer-experience-and-operations-lead\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Experience and Operations Lead - Land A Remote Job From Top Employers\" \/>\n<meta property=\"og:description\" content=\"Customer Experience &amp; Operations Lead Murad AustraliaLocation: Sydney, NSW (Remote) Salary: $70,000 + quarterly product allowance Keep a premium brand running behind the scenes. 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