Head of Customer Experience

Head of Customer Experience

Sleeping Duck | Melbourne, VIC, 3001, AU

Posted a month ago

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Founded in 2014, Sleeping Duck (SD) has seen significant growth over the past few years. Multiple award-winners across Product and Service, we're now a 60 person team including Marketing, Product Development, Supply Chain, Customer Experience (CX) and Technology, and are growing!

We are a pretty chilled bunch with an amazing culture and positive energy around the office. All our Duckies including our founders have a good work/life balance, the space to be themselves, share ideas and feel part of something great where you can be proud to say you work at Sleeping Duck!

With ambitious plans for our people and our products, we look forward to continuing to make the sleep experience personal and exciting!

Customer Experience @ Sleeping Duck

Our award-winning Customer Experience team sits at the heart of the company. Our mission is to consistently deliver high quality, timely and memorable world-class customer experience for each and every customer.

How do we achieve that? Our team believes in transparency with our customers and helping them through the entire purchase process to ensure a smooth and seamless experience. This includes helping customers understand our products, assisting with a pre-sale enquiry, liaising with our supply chain team and delivery partners to ensure orders are on track, and assisting the customer with any post-sale support such as customising the product.

We are all about creating an unforgettable experience for our people and our customers. We empower customers by educating and having honest conversations to form genuine connections, prioritising the quality of the experience over the speed of it.

What’s the role you ask?

Definitely not your average Head of Customer Experience role, with the launch of our upcoming showroom at our HQ in Prahran we’re a growing business and that means change, so we need someone who isn’t just keeping up, but is leading! We have the foundations, you will have the flair and we’ll provide the freedom for you to experiment and literally pave the way of our showroom experience and build our digital support team, catapulting both the showroom and in-house customer experience teams to new heights!

This is a huge opportunity for someone who is energetic, innovative and creative, to take ownership of the retail and online operations space. We would love you to bring your personality, truly connect, inspire and involve the CX team, bringing them along on this exciting phase of the Sleeping Duck journey.
Lead, support and develop a growing and ambitious team
Shape a multi-product sleep brand for the customer
Create and drive the showroom experience as we grow nationally
Plan for our international expansion in the coming years
Who we’d love to work with/qualities we look for
Someone who has their finger on the pulse, up with the latest trends in customer experience and can bring them to life at SD
Strong leader who has a big appetite for the customer experience and journey
Comfortable with the unknown, create their own vision and trust themselves
Strategic and have the ability to think outside the mattress box!
Love to continuously improve the way we do things
The ability to turn insights into actions
A tech-savvy, future focused and growth mindset
Enthusiastic, empathetic and passionate - we love what we do and we want a team player who loves what they do
Why waking up and working at Sleeping Duck is so good
An opportunity to be part of our evolving story and join an innovative and fast growing startup
A supportive team that truly cares about each other
An open-minded, forward-thinking and inclusive culture
Modern, industrial and funky work space with massage chairs