Customer Experience Lead

Let's set the stage.

Welcome to SE Products, a world-class marketer, retailer and manufacturer of sports collectibles and memorabilia. We partner with leading sports organisations, clubs, and athletes to create products that connect fans to their greatest sporting memories. With major growth at the door, there's never been a better time to join our team.

Our products evoke passion and create lasting connections, delivering exceptional results for rights holders, retailers, and collectors alike. If you love sport and live for delivering brilliant customer experiences, we want you to help drive our vision forward.

Your role

As our Customer Experience Lead, you'll inform and execute the customer success strategy for SEP, making sure every fan, club, and VIP customer gets an experience that matches the passion they bring to the game.

This is a hands-on leadership role. You'll own the customer journey across our retail, eCommerce and auction channels, lead the customer service function and roll up your sleeves on the operational side of our digital storefronts. You'll work shoulder-to-shoulder with Product, Production, Finance, Procurement and Logistics to remove friction, lift loyalty, and unlock new growth.

You're equal parts strategist and operator: comfortable shaping a CX roadmap one day, troubleshooting a checkout issue or refining an EDM the next.

What you'll do

Customer Experience & Strategy

• Inform and execute the customer success strategy across all channels
• Run NPS surveys and turn insight into action
• Manage SEP front of house and uphold our brand look and feel
• Drive process and integration improvements between retail and web

eCommerce & Digital Operations

• Oversee day-to-day look and feel of our Official Memorabilia store and auction site ensuring a seamless user journey from landing to delivery
• Drive online revenue growth through website reviews, product management, and continuous UX optimisation
• Partner with external digital marketing agencies to deliver campaigns that match our brand and resonate with the sports community
• Optimise EDM campaigns to keep our audience engaged
• Inform and direct marketing budgets to deliver campaigns

Data & Performance

• Use analytics to inform decisions and prioritise improvements
• Provide ROI and insight on digital marketing initiatives
• Monitor tracking, commissions and performance analytics to keep us on target

What you bring

• Degree in Business, Marketing, Media or a related field
• 5+ years' experience across customer experience, eCommerce, or digital retail - bonus points if it's in the sports arena
• Proven track record operating online stores, CRM platforms, and impactful digital campaigns
• Solid commercial acumen, you understand the retail levers that move the needle
• Data-driven mindset with the confidence to back decisions with numbers
• Outstanding organisation, attention to detail, and time management
• Excellent written, verbal and interpersonal communication
• A team player and influencer who lifts everyone around them
• Calm under pressure with the maturity to juggle competing priorities

Our home ground

Just 20 minutes south-east of Melbourne and moments from Chadstone Shopping Centre and the local café precinct, you'll be spoilt for choice on where to eat or grab a great coffee.

We look forward to hearing from you.