Customer Experience Manager

Hello, it's nice to meet you.

About us:

Daisy & Hen began in 2016, and from humble beginnings we have grown into one of Australia's most loved baby & children's multi brand retailers.

At the heart of everything we do, there is a simple mission: to create joy - for little people, and those who love them.

Today, we’re proud to have four beautiful South Australian stores, including our Burnside and Marion flagships, alongside a thriving online store and our HQ in Mile End. Across every touchpoint, we focus on creating thoughtful, memorable customer experiences and building genuine connection with our community.

We intentionally curate an evolving range of the best products in the baby and kids sphere, and are trusted stockists of some of the world’s most loved brands, including Jellycat, Connetix, Goldie + Ace, Huxbaby, Olli Ella, Tiger Tribe and many more.

As a proudly independent, female owned and values led business, we’re passionate about what we do and we are building something truly special right here in South Australia.

You can find us on Instagram at @daisyandhen for a glimpse into our colourful, slightly chaotic and joy filled world.

About the Customer Experience Manager role:

We are looking for a thoughtful, organised and detail oriented person, to join our team and own the end to end online customer experience for Daisy & Hen.

Our community is the best! They are engaged, excited and connected to the brand - and they need someone amazing, dedicated to taking care of them.

Alongside customer experience you will support a range of operational, administrative and founder support functions. You will also play a pivotal role in our overall brand communications, community management and loyalty programs.

This is a varied and hands on role, who suits someone who loves to be part of the action. Supporting our customers first, but also keeping things organised behind the scenes and contributing to our overall brand and marketing strategy.

Day to day you will:

• Respond to and resolve customer enquiries on all platforms, with warmth, professionalism, efficiency and commerciality.

• Manage our community engagement across social media and our Facebook VIP community group.

• Seek and monitor customer feedback and identify opportunities to improve the customer experience.

• Create thoughtful moments that surprise and delight our loyal community.

• Support fulfilment during peak periods.

• Support our store network, with customer experience as needed.

• Stay engaged with and maintain a deep knowledge and passion for our brands and products, and the broader industry, so you can share this with our community.

• Manage both our community and our team events, and team culture moments.

• Oversee our loyalty program, and manage our Facebook VIP community group.

• Support the founder, and other business departments as required.

• Contribute to our broader business strategy, be part of our ongoing growth and have access to unique L&D opportunities.

You are someone who is:

• Passionate about delivering authentic and genuine customer experience.

• Highly organised, proactive and able to manage competing priorities.

• Warm, positive and solutions focused with a genuine desire to help people.

• A confident communicator, both written and verbal, who has empathy, can build strong relationships and manage stakeholders.

• Hands on, adaptable and happy to jump in wherever needed.

• Positive and has a high energy approach to work, while able to foster a joyful, engaged, high-performing culture.

• A confident communicator, who listens well, empowers others and provides clear, constructive feedback.

• Commercially savvy, resilient and solutions focused, able to balance customer happiness, team wellbeing and data driven operational results.

• Excited by our products, community and the world of retail.

Why join us, we hear you ask:

You will work closely with the founder, and the wider leadership team in a role where your contributoin matters and your voice will be heard. This is a unique opportunity to be part of a fast growing, SA and female owned business where no 2 days are the same.

• A salary of $70,000 - $80,000 + super is on offer, commensurate with your experience.

• This is a part time role of around 22 hours per week across 5 days. Hours offered are negotiable between 8am and 3pm each days.

• Flexibility and support in a close knit team.

• Ongoing training & development opportunities.

• The chance to participate in broader business strategy. Your voice matters here.

• Access to industry events

• Generous employee discount, and quarterly team events.

• The chance to contribute meaningfully to a growing business and engaged community.

How to apply?

Please submit your resume and a cover letter introducing yourself and letting us know why you are perfect for this position. 

We love hearing from people from all walks of life. If you have the passion, commitment and drive, we’re excited to hear from you! 

No recruitment agencies please – we’ve got this one covered.