Customer Experience and Operations Lead - Remote

AI Job Summary

Experience in a customer service, administration, or operations role with a focus on improving systems and processes.

Experience managing customer, stockist, and trade enquiries via phone, email, and online platforms.

Experience processing orders, returns, credits, and refunds accurately and on time.

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Role Type

Anywhere • Permanent • Full-time • Associate

Description

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

Murad is on a deliberate path to double its Australian revenue, making this an exciting opportunity to grow alongside the business.

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.

Company Overview

At Dermalogica we value innovation, commitment, and excellence. Our tribe embody our core values, are passionate about innovation, and are passionate about educating and delivering outstanding services to our customers. We believe in our people and what they are capable of.