Customer Experience and Operations Lead

<h2><strong>Customer Experience &amp; Operations Lead</strong></h2><p><strong>Murad Australia</strong><br><strong>Location:</strong> Sydney, NSW (Remote) <strong>Salary:</strong> $70,000 + quarterly product allowance</p><p></p><h2>Keep a premium brand running behind the scenes.</h2><p>Great customer experience doesn't happen by accident.</p><p>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.</p><p>The brand feels effortless because someone is making sure nothing falls through the cracks.</p><p>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.</p><p></p><h2>About the role</h2><p>No two days are the same.</p><p>On any given day you might be:</p><ul> <li>Processing returns and refunds</li> <li>Responding to customer enquiries and online reviews</li> <li>Updating Shopify loyalty programs</li> <li>Supporting stockists with order enquiries</li> <li>Managing purchase orders and reconciliations</li> <li>Coordinating with our warehouse ahead of promotions</li> <li>Updating products, pricing and inventory systems</li> <li>Producing operational reports and identifying process improvements</li> </ul><p>This is a hands-on operational role where you'll own the Customer Experience &amp; Operations function, not simply complete tasks within it.</p><p>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.</p><p></p><h2>Key responsibilities</h2><ul> <li>Build and improve operational processes and systems</li> <li>Deliver exceptional customer experiences through operational excellence</li> <li>Manage customer, stockist and trade enquiries via phone, email and online platforms</li> <li>Process orders, returns, credits and refunds accurately and on time</li> <li>Manage clinic payments and PRO account loyalty</li> <li>Raise, monitor and reconcile purchase orders</li> <li>Handle return-to-sender payments, PayPal enquiries and subscription cancellations</li> <li>Respond to negative reviews professionally and on-brand</li> <li>Support social media and Amazon product enquiries</li> <li>Maintain loyalty program points and member communications</li> <li>Update product pricing, product information and customer pricing groups</li> <li>Add new products across systems and maintain barcode accuracy</li> <li>Manage stock conversions, tester allocations, BOM creation and inventory communications</li> <li>Coordinate promotional activity with the warehouse</li> <li>Maintain accurate customer and account records</li> <li>Support reporting, scheduling and trade event coordination</li> <li>Assist with product samples and inventory tracking</li> <li>Produce operational reporting and identify recurring issues for improvement</li> </ul><p>Full training on our systems will be provided.</p><p></p><h2>About you</h2><p>You'll thrive in this role if you:</p><ul> <li>Have experience in a customer service, administration or operations role</li> <li>Naturally work with accuracy and attention to detail</li> <li>Enjoy improving systems and processes</li> <li>Can confidently manage multiple priorities in a fast-paced environment</li> <li>Communicate professionally with customers and business partners</li> <li>Learn new systems quickly (Shopify experience is advantageous but not essential)</li> <li>Take ownership and proactively solve problems</li> <li>Are comfortable working across a broad range of responsibilities</li> <li>Enjoy being part of a collaborative, high-performing team</li> </ul><p>An interest in skincare or beauty products is a bonus.</p><p></p><h2>What's on offer</h2><ul> <li>$70,000 salary</li> <li>Remote working arrangement</li> <li>Quarterly Murad product allowance</li> <li>A supportive, high-performing team</li> <li>Direct access to senior leadership</li> <li>Genuine ownership of your function</li> <li>Opportunity to grow as Murad Australia continues to expand</li> </ul><p>Murad is on a deliberate path to double its Australian revenue, making this an exciting opportunity to grow alongside the business.</p><p></p><h2>Apply now</h2><p>To apply, please submit:</p><ul> <li>Your CV</li> <li>A short note (1–2 paragraphs) outlining the most complex administration or customer experience environment you've worked in, what made it challenging, and what you learned from the experience.</li> </ul><p>We're not looking for a traditional cover letter—we're looking for evidence of your ability to bring structure, solve problems and improve operational performance.</p>