Let’s set the stage.
Welcome to SE Products, a world-class marketer, retailer and
manufacturer of sports collectibles and memorabilia. We partner with leading
sports organisations, clubs, and athletes to create products that connect fans
to their greatest sporting memories. With major growth at the door, there’s
never been a better time to join our team.
Our products evoke passion and create lasting connections,
delivering exceptional results for rights holders, retailers, and collectors
alike. If you love sport and live for delivering brilliant customer
experiences, we want you to help drive our vision forward.
Your role
As our Customer Experience Lead, you’ll inform and
execute the customer success strategy for SEP, making sure every fan, club, and
VIP customer gets an experience that matches the passion they bring to the
game.
This is a hands-on leadership role. You’ll own the customer
journey across our retail, eCommerce and auction channels, lead the customer
service function and roll up your sleeves on the operational side of our
digital storefronts. You’ll work shoulder-to-shoulder with Product, Production,
Finance, Procurement and Logistics to remove friction, lift loyalty, and unlock
new growth.
You’re equal parts strategist and operator: comfortable
shaping a CX roadmap one day, troubleshooting a checkout issue or refining an
EDM the next.
What you’ll do
Customer Experience & Strategy
- Inform
and execute the customer success strategy across all channels
- Run
NPS surveys and turn insight into action
- Manage
SEP front of house and uphold our brand look and feel
- Drive
process and integration improvements between retail and web
eCommerce & Digital Operations
- Oversee
day-to-day look and feel of our Official Memorabilia store and auction
site ensuring a seamless user journey from landing to delivery
- Drive
online revenue growth through website reviews, product management, and
continuous UX optimisation
- Partner
with external digital marketing agencies to deliver campaigns that match
our brand and resonate with the sports community
- Optimise
EDM campaigns to keep our audience engaged
- Inform
and direct marketing budgets to deliver campaigns
Data & Performance
- Use
analytics to inform decisions and prioritise improvements
- Provide
ROI and insight on digital marketing initiatives
- Monitor
tracking, commissions and performance analytics to keep us on target
What you bring
- Degree
in Business, Marketing, Media or a related field
- 5+
years’ experience across customer experience, eCommerce, or digital retail
– bonus points if it’s in the sports arena
- Proven
track record operating online stores, CRM platforms, and impactful digital
campaigns
- Solid
commercial acumen, you understand the retail levers that move the needle
- Data-driven
mindset with the confidence to back decisions with numbers
- Outstanding
organisation, attention to detail, and time management
- Excellent
written, verbal and interpersonal communication
- A
team player and influencer who lifts everyone around them
- Calm
under pressure with the maturity to juggle competing priorities
Our home ground
Just 20 minutes south-east of Melbourne and moments from
Chadstone Shopping Centre and the local café precinct, you’ll be spoilt for
choice on where to eat or grab a great coffee.
We look forward to hearing from you.
