# Customer Experience and Operations Lead Remote from[Australia](https://jobicy.com/job-region/australia.md)Salary, yearly, AUD 70,000 - 70,000Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted12 Jul 2026Apply before12 Aug 2026Experience level Senior Views / Applies 50 / 2 [About company](https://jobicy.com/company/dermalogica-australia.md) * Share About [Dermalogica Australia](https://jobicy.com/company/dermalogica-australia.md) Elevating professional skincare by empowering skincare professionals with knowledge, education and personalised solutions for healthy skin. [Cosmetics](https://jobicy.com/company-category/cosmetics.md) * 1986 Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary 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 Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight The role requires multitasking and process improvement but provides training and support, making it moderately challenging. ### Salary Analysis Median Market Rate AUD70,000AU Market AUD65k – 85k 0 AUD94k AI Insight The offered salary of $70,000 AUD is within the typical market range for this role in Sydney. The median market salary for a Customer Experience and Operations Lead is around $70,000 to $80,000. This position offers a competitive base salary plus a quarterly product allowance, making it an attractive package. ### Core Skills Required [Customer Experience](https://jobicy.com/jobs?search_keywords=Customer+Experience.md) [Operations Management](https://jobicy.com/jobs?search_keywords=Operations+Management.md) [Shopify](https://jobicy.com/jobs?search_keywords=Shopify.md) [Process Improvement](https://jobicy.com/jobs?search_keywords=Process+Improvement.md) [Inventory Management](https://jobicy.com/jobs?search_keywords=Inventory+Management.md) [Order Processing](https://jobicy.com/jobs?search_keywords=Order+Processing.md) [Customer Service](https://jobicy.com/jobs?search_keywords=Customer+Service.md) [Attention to Detail](https://jobicy.com/jobs?search_keywords=Attention+to+Detail.md) [Problem Solving](https://jobicy.com/jobs?search_keywords=Problem+Solving.md) [Communication](https://jobicy.com/jobs?search_keywords=Communication.md) ### 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] Copy ### Sample Interview Questions Can you describe a time when you identified and improved a process in a customer service or operations environment?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.How do you handle multiple priorities and tight deadlines?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.What experience do you have with Shopify or similar e-commerce platforms?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.How would you handle a negative online review from a customer?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.Why are you interested in working for Murad Australia, and how does this role fit your career goals?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. Show more [Apply now >](https://jobicy.com/jobs/149220-customer-experience-and-operations-lead.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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