Associate Director - Customer Operations & Transformation
Theiconic•2w ago
Sydney CBDOnsiteFull-timeDirector Level10+ yrs exp
Top focus
Operations AnalystOperations ManagerOperations Consultant
- Since 2011, THE ICONIC has redefined retail in Australia and New Zealand. As the #1 fashion e-commerce & lifestyle destination in the region, our e-commerce platforms provide an inspiring and seamless end-to-end customer experience through our own technology innovations.
- The Associate Director – Customer Operations & Transformation, reporting directly to the Chief Customer and Marketing Officer, will lead the evolution of customer operations into a high-performing, AI-enabled function that delivers greater efficiency, commercial value and customer outcomes across THE ICONIC.
- Leading customer service and creative production operations, this role will improve cost to serve, productivity, customer experience and NPS/CSAT performance. Working closely with cross-functional and global stakeholders across THE ICONIC and Global Fashion Group (GFG), the role will identify opportunities, develop practical strategies and deliver transformation at scale.
- Key Accountabilities
- Strategic & Transformation Leadership
- Drive Operational Transformation Strategy: Lead the development and execution of the multi-year customer operations roadmap, aligning operational capability with business growth ambitions across THE ICONIC and GFG regional entities.
- Champion AI & Process Innovation: Evaluate emerging technologies, generative AI
- automation models to re-architect creative production and customer service workflows, scaling efficiency and long-term value creation across functions.
- Align CX & Commercial Strategy: Partner closely with executive and functional leaders to align customer operations, brand experience
- platform investments with margin expansion and customer lifetime value (LTV) goals.
- Evolve the Operating Model: Optimize organisational structure, supplier relationships, and onshore/offshore delivery models to ensure operational agility, scalability, and market alignment.
- Customer Experience & Insights
- Act as Customer Custodian: Map and analyze cross-functional customer journeys across Customer and Marketing to pinpoint friction, boost retention, and unlock commercial value.
- Translate Insights to Action: Turn complex customer data into actionable briefs and strategic initiatives directly linked to LTV, commercial growth, and NPS/CSAT outcomes.
- Govern Customer Sentiment: Define, monitor, and elevate key satisfaction metrics across the customer lifecycle, including post-purchase NPS, product satisfaction, and brand perception.
- Enable Business Decision-Making: Deliver high-impact customer insights and strategic recommendations to senior stakeholders to inform broader business decisions.
- Operations & Execution
- Lead Multidisciplinary Operations: Direct onshore and offshore Service and Creative Production teams to deliver seamless operational performance and a five-star customer experience.
- Execute Strategic Initiatives: Build business cases and lead delivery for key programs, including returns abuse management, production automation, AI personalization, and proactive customer service.
- Drive Platform Consolidation: Partner across regions to progress toward a unified consumer platform, leveraging scale across THE ICONIC and ZALORA.
- Optimize Vendor & Tech Ecosystem: Oversee vendor strategy, contracts, and platform architecture across customer tech and supplier stacks to maximize functionality, contract value, and ROI.
- Commercial & Financial Stewardship
- Protect Contribution Margins: Drive continuous cost-to-serve improvements, automation efficiencies, and productivity gains across people, platforms, and processes.
- Establish Commercial Metrics: Partner with Finance, Data, and Marketing Effectiveness to build robust customer dashboards, standardized reporting, and key performance metrics.
- Cross-Functional Embedment: Collaborate across Data, Technology, and Customer teams to embed AI capabilities, streamlined processes, and platform transformations enterprise-wide.
- To be successful in this role, you will bring:
- Tertiary qualification in business, commerce or a related field.
- 10+ years’ senior leadership experience in customer operations, customer experience, production, commercial operations or transformation.
- Experience leading large, multifunctional onshore and offshore teams.
- Proven success delivering operational improvement, automation and technology-led transformation.
- Strong understanding of AI and automation, with the ability to identify and deliver productivity and customer experience improvements.
- Commercial acumen, including cost to serve, productivity and operational performance.
- Experience developing business cases and delivering complex, cross-functional initiatives.
- Strong analytical skills, connecting customer, operational and commercial insights to drive decisions.
- Experience managing platforms, vendors, contracts and associated spend.
- Confidence influencing senior stakeholders and working across global teams.
- Clear communication skills, with the ability to translate complex information into practical actions.
- A systems-thinking, hands-on approach to leading sustainable change at scale.
- Life at THE ICONIC
- At THE ICONIC, we do things differently and we have a lot of fun along the way! We’re committed to empowering every ICONITE to do their best work, grow their skills, and bring their unique flair to our vibrant culture.
- Here’s a glimpse of what makes life at THE ICONIC so special:
- Learning Collective: Level up with learning days, access to Linkedin Learning, hackathons, and ongoing development opportunities.
- Family Friendly: Parental leave and an extra day off for your child’s first day at school.
- Birthday Bliss: Enjoy a paid day off and treat yourself with an exclusive ICONIC voucher, because you deserve it!
- Style Perks: Staff discounts and exclusive sample sales to keep your wardrobe fresh.
- Wellness First: Discounted gym memberships and wellbeing programs to keep you feeling your best.
- People First: Comprehensive Employee Assistance Program for you and your family.
- Give Back: Volunteer days with our charity partner, Thread Together, to make a real impact
- Additional Information
- We are committed to providing reasonable arrangements to all individuals participating in our application and interview process
- while performing job functions. If you require any accommodations or adjustments prior to the submission of your application or throughout your interview process, please contact our Talent Acquisition team directly: talent.attraction@theiconic.com.au