About Grace Loves Lace
At Grace Loves Lace, our vision is to be the most ICONIC and respected leader in the modern bridal world.
We design gowns for the modern bride and are known for award-winning service across our boutiques and virtual appointments in Australia, the USA, Canada and the UK.
Our team is passionate, exceptional and authentic, and everything we do is guided by our G.R.A.C.E values: Graceful, Respectful, Authentic, Caring and Exceptional.
We have an exciting opportunity for a Head of CX & Online Sales to join our Global HQ in Burleigh Heads.
The Role
You will lead our Customer Experience and Online Sales functions as a strategic partner to the business.
You will own the bride's journey from first interaction, through our boutique and virtual sales channels, to her post-purchase experience, making sure every touchpoint reflects our award-winning standard of care.
You will lead and develop a small, dedicated CX and sales support team.
You will also work closely with the Executive team, Regional Sales Managers, Marketing, Finance, Operations and IT to embed a customer-first mindset across the business.
Key Responsibilities
Leadership & Strategy
Champion a customer-first culture and shape our customer experience strategy
Lead, mentor and develop a high-performing, values-aligned CX team
Deliver monthly CX and sales reporting, with actionable insights for the Executive team and Board
Exercise delegated authority for financial remedies within approved parameters
Customer Experience & Online Sales




Own the end-to-end customer journey and keep the experience consistent across every channel
Act as the senior escalation point for complex and sensitive customer matters
Drive online sales against monthly revenue targets through live chat and virtual appointments
Set and report on CX KPIs and NPS targets
Develop and govern CX policies, escalation frameworks and complaints handling
Act as guardian of the GLL Terms & Conditions and apply consumer law with confidence
Partner with Marketing, Operations and Finance on refunds, fulfilment and quality assurance
Use technology and AI tools to streamline processes and improve efficiency
Essential Knowledge/Behaviours Required
3+ years' experience in a senior customer experience, sales operations or retail operations leadership role
Proven track record leading cross-functional initiatives and managing multiple projects at once
Demonstrated ability to build, coach and develop high-performing teams
Strategic and analytical mindset, with experience using customer and sales data to drive decisions
Commercially minded, with experience managing budgets, project costs and financial remedy delegation
Deep understanding of CX platforms (Zendesk or equivalent)




Technically proficient in Microsoft Suite, NetSuite or a similar ERP, CRM and rostering software
Sound knowledge of sale of goods legislation, returns and consumer rights
Scheduling and rostering skills that balance coverage with efficiency
Exceptional written and verbal communication skills and the highest attention to detail
The highest level of ethics and discretion with confidential information
Ability to travel locally and internationally, including to support new boutique openings
Alignment with our GRACE values and a genuine passion for exceptional customer outcomes
Highly Regarded
A background in luxury retail, bridal or premium fashion
Experience with e-commerce platforms and digital CX optimisation
Experience implementing or evolving CX platforms and tech stacks
Experience applying AI tools to improve efficiency
A diploma or degree in Business, Management or a related discipline
A qualification or experience in Training and Assessment
Our Perks
Free barista-style coffee, a snack cupboard and fresh fruit weekly
Employee discounts of *****% on Grace Loves Lace product
Car novated leasing and salary packaging
Training and development opportunities
Monthly recognition program, team incentives and celebrations
Grace Loves Lace is an equal opportunity employer.
All recruitment decisions are based on merit and business needs, and we're happy to provide reasonable adjustments throughout the process.
#J-*****-Ljbffr

📌 Head Of Cx & Online Sales (Gold Coast)
🏢 Grace Loves Lace
📍 Gold Coast