About the role

Be the heart of a brand built on meaning.

At Deja Marc, we create deeply personal jewellery using fingerprints, handwriting and paw prints - capturing moments of love, loss, birth, celebration and remembrance.

We're looking for a Customer Experience Coordinator to take ownership of the day-to-day customer experience across both online and in-store touchpoints.

You'll manage customer communication, host showroom appointments, resolve any complex customer situations, improve processes and ensure the voice of our customer is represented across the business.

You'll work with a high level of independence, confidently making judgement calls, solving problems and looking for ways to continually improve the customer experience.

Key responsibilities

- Deliver warm, thoughtful and on-brand customer care via email (Gorgias), social media DMs (Instagram & Facebook), live chat (Gorgias / Shopify) and phone

- Manage day-to-day customer enquiries across pre-purchase, ordering, personalisation, delivery and post-purchase care. Responding swiftly and thoughtfully to ensure every customer feels genuinely cared for

- Support customers through joyful moments - new babies, weddings and anniversaries - as well as deeply emotional ones involving loss, grief and remembrance

- Take ownership of customer-related matters, confidently making day-to-day decisions and escalating only when required

- Handle urgent, sensitive or complex customer situations with discretion, empathy and sound judgement

- Own the customer experience for our Sydney showroom appointments, creating the same warm, elevated and personal experience customers receive online

- Continually assess the end-to-end customer journey and identify opportunities to improve the experience from pre-purchase through to post-delivery

- Monitor recurring enquiries, customer feedback and trends, sharing insights that can improve our marketing,



production and customer experience

- Build, document and maintain customer care SOPs and processes as the business grows

- Encourage and manage customer reviews, helping turn positive customer experiences into long-term brand advocacy

About you

- 2+ years' experience in customer service or customer experience, ideally within e-commerce, luxury, gifting, retail or another service-led brand

- Experience with Shopify, Gorgias and Klaviyo is highly regarded, or you're confident learning new systems quickly

- Confident working independently - you don't wait to be told what to do; you use good judgement, take initiative and take ownership

- Solutions-oriented and naturally look for ways to improve processes rather than simply maintain them

- An intuitive communicator - emotionally intelligent, warm and calm under pressure

- Highly organised and detail-focused. you're someone who notices the small things and follows them through

- Comfortable managing multiple customer conversations and priorities at once

- Comfortable communicating with customers via email, live chat and phone, as well as face-to-face

- Confident hosting in-store appointments and creating an elevated customer experience

- Deeply value brand voice, customer experience and genuine human connection

About us

Deja Marc is a female-founded Australian jewellery brand creating deeply personal pieces using fingerprints, handwriting and paw prints.

We're a close-knit, all-female team creating products with genuine emotional meaning. We care deeply about our customers, our craftsmanship and the small details that make an experience memorable.

Benefits

- $68,000 + super

- Annual performance-based bonus

- Hybrid working in Sydney - Monday from home, remainder in our studio

- A brand with deep purpose, emotional storytelling and incredibly loyal customers

- The chance to have genuine ownership and influence over the customer experience of a growing luxury e-commerce brand

Start date: ASAP

📌 Customer Experience Coordinator (Bondi Junction)
🏢 Deja Marc
📍 Bondi Junction