Head of CX & Online Sales

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

Reporting to the Managing Director, 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 Benefits

• Free barista-style coffee, a snack cupboard and fresh fruit weekly
• Employee discounts of 30–50% on Grace Loves Lace product
• Car novated leasing and salary packaging
• Training and development opportunities
• Monthly recognition program, team incentives and celebrations

How to Apply

This is a full-time, onsite role at our Global HQ in Burleigh Heads. To be considered, you must have full working rights in Australia and be able to provide two recent, relevant referees.

If this sounds like you, please apply with your resume and a cover letter telling us why you'd love to join Grace Loves Lace. For a copy of the Position Description, please contact people@graceloveslace.com. Only shortlisted candidates will be contacted.

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.