Customer Experience and Operations Lead

Customer 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 subscriptio