About BABYBOO
BABYBOO is a rapidly scaling Australian fashion eCommerce brand, shipping statement pieces around the world. We exist to empower women to look and feel incredible for their most special moments – from first click to final wear.
We move fast, we back our ideas with data, and we’re obsessed with our customer. With a strong foothold in Australia, the USA, UK and Europe, we’re building a global brand with a loyal, hype-driven community at the core.
The Opportunity
We are looking for a commercially minded and customer-obsessed Global Customer Experience Manager to lead and evolve the customer experience strategy across our global markets. This role is responsible for shaping a best-in-class end-to-end customer journey, driving customer-centric decision making across the business, and leading high-performing CX teams across multiple regions. The successful candidate will combine deep analytical capability with strong leadership and stakeholder influence, using customer insight, technology, automation, and AI-driven solutions to improve operational performance, customer satisfaction, retention, and long-term brand loyalty.
You will
- Lead and execute the global customer experience strategy, ensuring alignment with brand vision, commercial goals, and customer expectations across all markets.
- Drive a customer-first culture across the organisation by embedding customer insight into business decision-making and operational processes.
- Analyse customer feedback, CSAT (customer satisfactory score), NPS (net promoter score), contact drivers, social sentiment, and operational data to identify trends, pain points, and improvement opportunities.
- Partner closely with cross-functional teams including Digital, Marketing, Product, Operations, and Logistics to improve the end-to-end customer journey.
- Own and optimise CX performance metrics including contact ratio, response times, resolution quality, customer satisfaction, and retention outcomes.
- Lead, mentor, and develop global customer experience teams across multiple markets, including onshore, offshore, and BPO (Business Process Outsourcing) partners.
- Develop workforce planning and resource strategies that support scalability, efficiency, and service excellence as the business grows globally.
- Oversee the CX technology and automation roadmap, including platforms such as Gorgias, AI tools, self-service solutions, and workflow automation initiatives.
- Deliver strategic reporting and actionable insights to senior leadership, linking customer experience performance to commercial impact and business growth.
- Continuously identify opportunities to innovate, streamline processes, and proactively improve the customer experience before issues escalate.
You are
- Extensive experience in a senior Customer Experience leadership role within eCommerce, fashion, beauty, retail, or a high-growth consumer brand.
- Proven success developing and executing CX strategies that drive measurable customer satisfaction, loyalty, and commercial outcomes.
- Proven analytical and problem-solving skills, with the ability to interpret complex data and translate insights into actionable business recommendations.
- Excellent commercial acumen with a strong understanding of how customer experience impacts revenue, retention, operational efficiency, and brand perception.
- Demonstrated experience managing and developing high-performing teams across multiple markets, regions, or time zones.
- Proven stakeholder management and influencing skills, with the ability to collaborate effectively across all levels of the business.
- Deep understanding of CX platforms, customer service technologies, automation, and AI-driven customer support solutions.
- Highly proactive and strategic mindset, with the ability to anticipate challenges and implement scalable solutions.
- Exceptional communication and presentation skills, with confidence engaging senior leadership and cross-functional teams.
Why You’ll Love Working At BABYBOO
- Real impact: this role has a direct line to our customer, our community and our revenue.
- Growth: we’re on a serious upward trajectory – there’s room to grow your remit as we scale globally.
- Perks: birthday annual leave, parental leave, masterclass subscription, access to BABYBOO Thrive Program providing unique experiences to support our teams physical and mental wellness, 40% staff discount, clothing allowance for three events a year
- Team: a high-energy, supportive team who care about doing great work and having fun along the way.
