Customer Experience and Operations Lead

Customer Experience & Operations LeadMurad AustraliaLocation: Sydney, NSW (Remote)
Salary: $70,000 + quarterly product allowanceKeep 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 roleNo 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 youYou'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 nowTo 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.