Chief Customer Officer

Brand Story


This leading, female-founded Australian fashion group has cultivated a global reputation bolstered by its digital innovation, and is on an exciting international growth trajectory.

Role Overview


UMENCO is recruiting an experienced Chief Customer Officer to join the team at an internationally reputed fashion group, working across two iconic brands, each with a devoted global following.

Reporting to the CEO, this newly created executive role will be accountable for the brand’s critical customer-facing pillars across eCommerce, marketing and customer service.

The primary responsibility of the Chief Customer Officer is to manage the end-to-end performance of the eCommerce and marketing departments, including developing and implementing the omnichannel and online strategy and growing the business on a global scale.

The successful talent will lead the team to deliver a first-class, integrated customer experience across all channels with a strong focus on customer acquisition, engagement, conversion, and retention.

The Chief Customer Officer is a key member of the executive team and will work to maximise opportunities through marketing and innovation to deliver aggressive growth targets. 

This role is highly collaborative and cross-functional and will involve business-wide relationship building, in order to develop and implement eCommerce and marketing strategies that will propel the brand forward and leverage growth opportunities in an international market.

The talent we seek will be able to champion, deliver and drive their clear vision for the digital ecosystem, ensuring a roadmap for development is in place in order to meet longer-term strategic objectives.

In doing so, they will oversee all local and international sites, with accountability for the end-to-end user experience, CRM strategy, performance marketing, digital channel strategy, promotional and marketing activations.

They will also manage the pipeline of innovative ideas, ensuring that emerging technologies are utilised to drive growth, including web and app development, loyalty and subscription programs, and the development of a bespoke customer experience in each key market.

In executing their work across marketing, eCommerce and customer experience, the Chief Customer Officer will provide insightful data analytics and reporting, as well as managing the P&L and budgeting process to ensure delivery of sustainable top-line growth and tight cost control.

The ideal talent will be able to lead and influence high-performing teams, and will present with at least 10 years experience in an executive eCommerce management role, and significant exposure to working across large corporations with C-Suite leaders.

They will have demonstrated success in delivering online sales growth; experience in developing online strategy and development roadmaps; a thorough and practical understanding of eCommerce best practices and current trends, and proven experience with Google Analytics, translating insights from data into tangible improvements to the customer experience.

In addition, the successful talent will hold demonstrated business judgement and decision-making skills, with the ability to identify, prioritise and deliver high impact initiatives, and will be able to embrace change in an ever evolving commercial environment.

Location


Melbourne, Australia

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To confidentially explore this opportunity, please reach out to Angela and the UMENCO team at UMENCO@umenco.com.

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