About this role.
This Customer Experience & Operations Lead role at Murad Australia in Sydney offers a $70,000 salary plus product allowance. The position involves managing customer inquiries, processing orders, improving operational processes, and coordinating with warehouse and stockists. It requires attention to detail, problem-solving skills, and the ability to work in a fast-paced, collaborative environment. Full training on systems is provided, and the role reports to the Partnerships Manager. The company is expanding, offering growth opportunities.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader AU market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am writing to express my interest in the Customer Experience and Operations Lead position at Murad Australia. With a strong background in operations and customer service, I have developed the skills to manage complex processes and ensure seamless customer experiences. My attention to detail and ability to improve systems align with the requirements of this role. I am excited by the opportunity to take ownership of this function and contribute to Murad's continued growth. Thank you for considering my application.
Sincerely,
[Your Name]
Sample interview questions
In my previous role, I noticed that our order return process was causing delays. I mapped out the current flow, identified bottlenecks, and implemented a centralized tracking system. This reduced processing time by 30% and improved customer satisfaction.
I prioritize tasks based on urgency and impact, use tools like Trello to track progress, and communicate with stakeholders to manage expectations. For example, during peak promotional periods, I coordinate with the warehouse to ensure orders are fulfilled on time.
I have used Shopify to manage product listings, process orders, and update inventory. I am comfortable with the admin interface and can quickly learn new systems. I also have experience with loyalty program integrations.
I would respond promptly and professionally, acknowledging the issue and offering a solution. I would take the conversation offline to resolve the specific problem, then follow up to ensure satisfaction. I would also analyze the feedback to prevent future occurrences.
I admire Murad's reputation for premium skincare and its commitment to customer experience. This role offers the perfect blend of operations and customer service, allowing me to take ownership and drive improvements. I see it as a growth opportunity as the company expands.
Customer Experience & Operations Lead
Murad Australia
Location: Sydney, NSW (Remote)
Salary: $70,000 + quarterly product allowance
Keep a premium brand running behind the scenes.
Great customer experience doesn’t happen by accident.
When this role is done well, the team notices—but customers don’t. Orders arrive correctly, loyalty points apply without issue, stockists receive credits promptly, customer concerns are resolved professionally, and the warehouse is prepared before promotions even begin.
The brand feels effortless because someone is making sure nothing falls through the cracks.
If you enjoy bringing order to complexity, improving processes, and taking ownership of operations that genuinely make a difference, we’d love to hear from you.
About the role
No two days are the same.
On any given day you might be:
- Processing returns and refunds
- Responding to customer enquiries and online reviews
- Updating Shopify loyalty programs
- Supporting stockists with order enquiries
- Managing purchase orders and reconciliations
- Coordinating with our warehouse ahead of promotions
- Updating products, pricing and inventory systems
- Producing operational reports and identifying process improvements
This is a hands-on operational role where you’ll own the Customer Experience & Operations function, not simply complete tasks within it.
You’ll work alongside a close-knit team of five function leads, reporting directly to our Partnerships Manager while helping create the systems and processes that support Murad Australia’s continued growth.
Key responsibilities
- Build and improve operational processes and systems
- Deliver exceptional customer experiences through operational excellence
- Manage customer, stockist and trade enquiries via phone, email and online platforms
- Process orders, returns, credits and refunds accurately and on time
- Manage clinic payments and PRO account loyalty
- Raise, monitor and reconcile purchase orders
- Handle return-to-sender payments, PayPal enquiries and subscription cancellations
- Respond to negative reviews professionally and on-brand
- Support social media and Amazon product enquiries
- Maintain loyalty program points and member communications
- Update product pricing, product information and customer pricing groups
- Add new products across systems and maintain barcode accuracy
- Manage stock conversions, tester allocations, BOM creation and inventory communications
- Coordinate promotional activity with the warehouse
- Maintain accurate customer and account records
- Support reporting, scheduling and trade event coordination
- Assist with product samples and inventory tracking
- Produce operational reporting and identify recurring issues for improvement
Full training on our systems will be provided.
About you
You’ll thrive in this role if you:
- Have experience in a customer service, administration or operations role
- Naturally work with accuracy and attention to detail
- Enjoy improving systems and processes
- Can confidently manage multiple priorities in a fast-paced environment
- Communicate professionally with customers and business partners
- Learn new systems quickly (Shopify experience is advantageous but not essential)
- Take ownership and proactively solve problems
- Are comfortable working across a broad range of responsibilities
- Enjoy being part of a collaborative, high-performing team
An interest in skincare or beauty products is a bonus.
What’s on offer
- $70,000 salary
- Remote working arrangement
- Quarterly Murad product allowance
- A supportive, high-performing team
- Direct access to senior leadership
- Genuine ownership of your function
- Opportunity to grow as Murad Australia continues to expand
Murad is on a deliberate path to double its Australian revenue, making this an exciting opportunity to grow alongside the business.
Apply now
To apply, please submit:
- Your CV
- A short note (1–2 paragraphs) outlining the most complex administration or customer experience environment you’ve worked in, what made it challenging, and what you learned from the experience.
We’re not looking for a traditional cover letter—we’re looking for evidence of your ability to bring structure, solve problems and improve operational performance.
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
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