Job Description
Since ****, THE ICONIC has redefined retail in Australia and New Zealand. As the #1 fashion e-commerce & lifestyle destination in the region, our e-commerce platforms provide an inspiring and seamless end-to-end customer experience through our own technology innovations.
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The Associate Director - Customer Operations & Transformation, reporting directly to the Chief Customer and Marketing Officer, will lead the evolution of customer operations into a high‐performing, AI‐enabled function that delivers greater efficiency, commercial value and customer outcomes across THE ICONIC.
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Leading customer service and creative production operations, this role will improve cost to serve, productivity, customer experience and NPS/CSAT performance. Working closely with cross‐functional and global stakeholders across THE ICONIC and Global Fashion Group (GFG), the role will identify opportunities, develop practical strategies and deliver transformation at scale.
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Key Accountabilities
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Strategic & Transformation Leadership
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Drive Operational Transformation Strategy: Lead the development and execution of the multi-year customer operations roadmap, aligning operational capability with business growth ambitions across THE ICONIC and GFG regional entities.
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Champion AI & Process Innovation: Evaluate emerging technologies, generative AI, and automation models to re‐architect creative production and customer service workflows, scaling efficiency and long‐term value creation across functions.
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Align CX & Commercial Strategy: Partner closely with executive and functional leaders to align customer operations, brand experience, and platform investments with margin expansion and customer lifetime value (LTV) goals.
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Evolve the Operating Model: Optimize organisational structure, supplier relationships,



and onshore/off‐shore delivery models to ensure operational agility, scalability, and market alignment.
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Customer Experience & Insights
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Act as Customer Custodian: Map and analyze cross‐functional customer journeys across Customer and Marketing to pinpoint friction, boost retention, and unlock commercial value.
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Translate Insights to Action: Turn complex customer data into actionable briefs and strategic initiatives directly linked to LTV, commercial growth, and NPS/CSAT outcomes.
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Govern Customer Sentiment: Define, monitor, and elevate key satisfaction metrics across the customer lifecycle, including post‐purchase NPS, product satisfaction, and brand perception.
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Enable Business Decision-Making: Deliver high‐impact customer insights and strategic recommendations to senior stakeholders to inform broader business decisions.
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Operations & Execution
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Lead Multidisciplinary Operations: Direct onshore and offshore Service and Creative Production teams to deliver seamless operational performance and a five-star customer experience.
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Execute Strategic Initiatives: Build business cases and lead delivery for key programs, including returns abuse management, production automation, AI personalization, and proactive customer service.
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Drive Platform Consolidation: Partner across regions to progress toward a unified consumer platform, leveraging scale across THE ICONIC and ZALORA.
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Optimize Vendor & Tech Ecosystem: Oversee vendor strategy, contracts,



and platform architecture across customer tech and supplier stacks to maximize functionality, contract value, and ROI.
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Commercial & Financial Stewardship
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Protect Contribution Margins: Drive continuous cost‐to‐serve improvements, automation efficiencies, and productivity gains across people, platforms, and processes.
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Establish Commercial Metrics: Partner with Finance, Data, and Marketing Effectiveness to build robust customer dashboards, standardized reporting, and key performance metrics.
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Cross‐Functional Embedment: Collaborate across Data, Technology, and Customer teams to embed AI capabilities, streamlined processes, and platform transformations enterprise‐wide.
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To be successful in this role, you will bring:
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Tertiary qualification in business, commerce or a related field.
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10+ years' senior leadership experience in customer operations, customer experience, production, commercial operations or transformation.
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Experience leading large, multifunctional onshore and offshore teams.
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Proven success delivering operational improvement, automation and technology‐led transformation.
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Robust understanding of AI and automation, with the ability to identify and deliver productivity and customer experience improvements.
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Commercial acumen, including cost to serve, productivity and operational performance.
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Experience developing business cases and delivering complex, cross‐functional initiatives.
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Strong analytical skills, connecting customer, operational and commercial insights to drive decisions.
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Experience managing platforms, vendors, contracts and associated spend.
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Confidence influencing senior stakeholders and working across global teams.
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Clear communication skills, with the ability to translate complex i
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#J-*****-Ljbffr

📌 Associate Director - Customer Operations & Transformation (New South Wales)
🏢 theiconic
📍 New South Wales