Job Description
Are you a customer-obsessed problem solver who loves improving systems, simplifying processes and making the Adore customer experience even better?
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At Adore Beauty, we're all about creating an exceptional experience for our customers, from the moment they place an order to the moment it arrives, and everything in between.
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We're looking for a CX Operations Lead to join our Customer Experience team on a 12-month maternity leave contract. This is a hands-on role for someone who loves getting into the detail, solving problems and finding smarter ways of doing things.
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You'll sit at the intersection of CX, systems and operations, working closely with our CX team, warehouse and fulfilment, Digital, IT, Marketing and teams across the wider business.
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You will keep our CX Systems running smoothly by:
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Owning the day-to-day optimisation of Zendesk, including workflows, help-centre content, AI Agents, Copilot, maintenance and improvements.
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Work across our wider CX tech stack, including Zendesk, our ERP, WMS, Refundid, and carrier platforms.
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Troubleshoot issues, spot opportunities and find ways to make life easier for our customers and CX team.
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Look for opportunities to simplify, automate and improve the way we work.
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Get CX ready for what's next:
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Own the CX operational readiness for promotions, campaigns, launches and business changes.
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Work with teams across the business to understand what's coming and make sure the CX team has the right information, processes and tools to support it.
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Get ahead of potential customer friction and help solve issues before they become bigger problems.
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Make the post-purchase experience better:
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Partner closely with our warehouse and fulfilment teams across dispatch, out-of-stocks, returns and return-to-sender.
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Help improve how we communicate with customers throughout the delivery journey.
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Work with same-day, domestic and international carrier partners where needed.
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Use customer insights and operational data to spot recurring pain points and turn them into practical improvements.
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Work closely with the broader CX team to make sure systems, processes and day-to-day operations are working together.
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Bring customer and operational insights to the right people across the business.
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Turn problems into solutions and help make change feel simple for the teams who need to deliver it.
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We're looking for someone who can make a big impact, build great relationships and genuinely care about making things better.
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You'll bring:
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Hands-on experience with Zendesk or a similar CX platform, with the confidence to get across our systems and contribute quickly.
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Experience in e-commerce or retail operations, ideally in a fast-paced, customer-focused environment.
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Exposure to warehouse, logistics or fulfilment, with an understanding of dispatch,



returns and the post-purchase customer journey.
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A genuine passion for customer experience, with an eye for where we can make things easier and better.
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The ability to connect systems, processes and people, turning operational changes into clear CX processes, communications and readiness.
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Comfortable with creating change — you're someone who leans in, solves problems and gets things moving.
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Strong relationship-building skills, with the ability to work effectively across CX, warehouse, fulfilment and external carrier partners.
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Curiosity and a solutions-focused mindset, with the confidence to ask why, challenge the status quo and look for a better way.
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Why Adore Beauty?
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Adore Beauty is Australia's leading online beauty retailer, now an integrated omnichannel business with a growing national store network.
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We're a business that's continuing to evolve, and this role will give you the opportunity to make a genuine impact across how we support our customers and our teams.
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You'll work with smart, passionate people who care about what they do, love a positive challenge and aren't afraid to roll up their sleeves and get stuck in.
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And, of course, there are a few perks:
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40% staff discount, plus brand and partner discounts
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Hybrid working and central office location
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Learning and development opportunities
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Birthday Leave & Wellness Leave
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If you're someone who loves CX, enjoys getting into systems and gets satisfaction from making things work better, we'd love to hear from you.
#J-*****-Ljbffr

📌 Cx Operations Lead (Melbourne)
🏢 Adore Beauty Group
📍 Melbourne