Senior Customer Experience Manager

The Role

The Customer Experience Manager (CXM) will lead Ecosa's Customer Experience Journey Design Team, ensuring a seamless and customer-centric journey across all touchpoints. As both a strategic leader and operational manager, the CXM will oversee the design, implementation, and continuous improvement of customer journey processes, with a focus on four key pillars:
People, Process, System, and Service.

The CXM acts as the bridge between strategy and execution—aligning cross-functional teams with Ecosa's vision for delivering
"WOW" experiences
while supporting sustainable growth and operational resilience. This role champions innovation, customer empathy, and a culture of continuous improvement.

Roles and Responsibilities

Customer Experience Strategy & Design

• Develop and own Ecosa's Customer Experience Journey Framework, ensuring it reflects our "WOW" experience philosophy and adapts to evolving customer needs.
• Lead the mapping and optimisation of the end-to-end customer journey, identifying pain points, gaps, and areas for innovation.
• Align customer experience strategies with broader business goals, balancing exceptional service with operational efficiency.
• Partner with the Customer Service Team to integrate customer-centric processes, systems, and service design into every stage of the journey.
• Collaborate closely with Marketing, Sales, Tech, Procurement, and Logistics to ensure brand consistency and messaging alignment across all channels and touchpoints.

Team Leadership & Development

• Inspire, lead, and develop the CX Journey Design Team, cultivating a high-performance culture grounded in collaboration, accountability, and customer-first thinking.
• Oversee recruitment, onboarding, and continuous development of team members across functions such as Process Improvement, CX Technology, Quality, Insights, and Analytics.
• Provide clear direction, coaching, and mentorship to enable individual and team success.
• Set performance metrics, track progress, and conduct regular reviews to ensure alignment with company OKRs.

Cross-Functional Collaboration

• Serve as the primary liaison between the CX team and other departments (e.g., Logistics, Procurement, Marketing, Sales), ensuring seamless coordination and execution of CX initiatives.
• Facilitate and lead cross-functional projects that impact the customer journey, ensuring timely delivery and accountability across stakeholders.
• Champion the Voice of the Customer (VoC) across the organisation, ensuring insights inform strategic decisions, product improvements, and service enhancements.

Data-Driven Decision Making

• Partner with the Insights and Analytics Team to analyse customer data, feedback, and trends to inform decision-making.
• Leverage dashboards and tools to monitor performance and prioritise high-impact initiatives.
• Regularly present CX performance reports and recommendations to senior leadership, driving actions that improve both customer satisfaction and business outcomes.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Customer Experience, or related field; Master's or MBA preferred.
• Minimum 5+ years of experience in Customer Experience Management, Customer Success, or similar roles.
• Proven track record of leading cross-functional teams within a customer-centric framework.
• Strong experience in customer journey mapping, process improvement, and CX technology implementation.
• Proficiency in CX metrics, data analysis, and tools such as Tableau, Google Analytics, Zendesk Explore, Power BI, and customer analytics platforms.
• Hands-on experience with CRM systems, chatbots, automation tools, and other CX platforms.
• Strong interpersonal and communication skills, with the ability to engage stakeholders at all levels.
• Strategic thinker with a deep understanding of customer behaviour and a passion for innovation.

Why Join Us?

At Ecosa, the Customer Experience Manager plays a pivotal role in defining how we connect with our customers and deliver meaningful, lasting impressions. This is your opportunity to:

• Lead a high-impact, cross-functional CX team.
• Drive real change in the customer experience landscape.
• Shape innovative solutions that contribute directly to our growth, resilience, and global reputation.

If you're passionate about delivering exceptional customer experiences, mentoring high-performing teams, and driving business value through empathy and innovation, we'd love to meet you.

Why work for Ecosa?

Ecosa is an eCommerce company dedicated to transforming our customers' lives through their sleep. With a big focus on sustainability, we create sleep and home products that are proven to enhance sleep quality and take care of our planet. Founded in Australia in 2015, we have been lucky to serve over 300,000 happy customers in Australia, New Zealand, USA, Canada, Hong Kong and Japan.

At Ecosa, we care about better sleep. We want you to arrive at work well-rested, so we've implemented a flexi-time scheme that means you can arrive at work when you're ready. We are looking for people who want to make a positive impact on the world, have an entrepreneurial spirit that sparks creativity and a mind that thinks outside the box. We aim to empower all our employees to make decisions that can help shape the future of Ecosa.

Benefits

• Competitive Salary
• Retirement Plan
• Leave Credits All Convertible to Cash
• HMO Plan + 2 Dependents Fully Covered
• Generous Performance Bonuses
• Annual Company Outing
• Flexible Leaves
• Great Career Progression
• Casual Friday, Everyday

Ecosa is an equal opportunity employer and screens applications regardless of race, age, beliefs, sex, orientation, gender identity or disability. We are growing fast, and this is a unique opportunity to grow your career with us. If this sounds like you, we want you on our team