This is a business that's built its name on personality, not process. A direct-to-consumer retail brand with a loud, playful, community-first spirit, it's grown a loyal following by treating customer experience as a genuine reflection of who they are – not a support desk bolted on as an afterthought.

As the business heads into a new phase of growth across its retail and events offering, it's looking for a leader to take that same energy and turn it into a genuinely exceptional customer experience function.

The Role

You'll lead a team of five, owning all inbound customer contact and setting the standard for how the business shows up for its customers. During festival season, that extends to the events side too – same care, same standard.

- Coach and develop the team, building capability and confidence
- Own day-to-day support and escalations across phone, email, chat and social
- Set service standards, quality measures and performance expectations
- Oversee event customer care and ticketing support during festival season
- Partner with sales, marketing and technology as the voice of the customer





Candidate Profile You are likely to bring 4–6 years' experience leading a customer service or customer experience team, ideally from a direct-to-consumer, e-commerce or retail workplace where service quality genuinely matters. Hospitality, travel or subscription-business backgrounds also translate well here.

- 4–6 years leading a customer service or CX team
- Confident across phone, email, chat and social support
- Comfortable using CRM/helpdesk platforms such as HubSpot
- Calm under pressure with sound, empathetic decision-making
- Industry background matters less than a genuine service mindset

On Offer$100,000 – $120,000 + super, dependent on experience, plus hybrid working (3 days office / 2 days home) and the chance to lead CX for a brand people genuinely love. *

THE MONDAY GROUP is a boutique executive search and talent solutions consultancy specialising in hospitality, hotels, events and experiential marketing. We partner with leading businesses across Australia and APAC to place the people who shape them – from specialists through to senior leadership.

Apply now, or get in touch with us for a confidential discussion.

📌 Customer Experience Manager (Melbourne)
🏢 THE MONDAY GROUP
📍 Melbourne