Customer Experience Manager

👋 Who are weMoodi is one of Australasia’s largest and fastest-growing wellness brands.We create mental wellness supplements that pair science-backed ingredients with delicious flavours to support gut health, stress, sleep, and more.Since launching in 2022, we’ve become a large e-commerce business with 300% YoY growth and hundreds of thousands of online customers.We are also stocked in 500+ supermarkets and are the #1 functional drink in New Zealand retail.Our growth has been fuelled by a combination of marketing innovation and operational excellence across multiple product ranges, channels and geographies.Moodi is powered by a lean, high-performing team with big ambitions. If you’re looking to join a rapidly scaling, purpose-driven brand (and you’re not afraid of hard work!) read on and apply.✨ The roleAs Customer Experience (CX) Manager, you’ll own and lead Moodi’s end-to-end customer experience as we scale across products, channels and markets.You’ll design and grow the systems, processes and tools that deliver world-class service at scale - balancing customer care with operational excellence. Your focus will be building a CX function that’s both high-touch and highly efficient.Reporting directly to the Co-Founders, you’ll lead and develop a high-performing team – currently consisting of a Senior CX Associate and four CX Agents. You’ll optimise workflows, tools and automations to drive efficiency, scalability and continuous improvement across every customer touchpoint.This is a hands-on role for someone who thrives on structure, speed, and continuous improvement. You’ll need strong analytical skills, sharp problem-solving ability and a knack for making complex operations run smoothly at scale.💻 What you’ll doCustomer Experience ManagementDefine and deliver the CX strategy to achieve Objectives and Key Results.Advocate the customer in other functions and ensure customers' needs inform business decisions.Partner across functions and with external partners to execute initiatives, seize opportunities and solve problems.Data and ReportingDefine and track key CX metrics that drive exceptional customer and commercial outcomes.Build and maintain dashboards, reports, and documentation for visibility and accountability.Use data insights to drive continuous improvement.CX Systems & AutomationDevelop scalable CX processes, systems, SOPs, and documentation.Lead the procurement, setup, optimisation, and management of CX tools (e.g. Gorgias).Identify and implement new tools and partners to support growth and scale.Embed AI automations to streamline workflows and improve accuracy and experience.Champion technology adoption to deliver better outcomes for customers and the business.Retail, Fulfilment & LogisticsManage 3PL and shipping partners to ensure timely, accurate, cost-efficient delivery.Oversee retail order management, fulfilment, and logistics.Audit and optimise freight costs, service quality, and delivery performance.Customer CommunicationAct as senior escalation point for customer, shipping, or warehousing issues.Support the team in resolving queries across all channels with empathy and clarity.Ensure brand tone and consistency across all customer touchpoints.Identify opportunities to drive advocacy, testimonials, and community engagement.CX Team LeadershipAlign the team on priorities, processes, and communication.Lead, coach, and develop a high-performing CX team.Set clear standards, operating rhythms, and development plans for each team member.Oversee recruitment, onboarding, and capability building for the CX function.🌟 What you’ll needProven experience leading CX strategy and operations in a fast-growing businessStrong project management, prioritisation, and problem-solving skillsAbility to design and build scalable systems, processes, and automations in a fast-moving environmentConfidence working with data to inform decisions and drive improvementsExcellent relationship building skills across teams and external partnersA proactive, hands-on approach – comfortable operating at both strategy and execution levelsCuriosity for technology and AI tools that enhance customer experienceDeep alignment with Moodi’s mission, vision, and values📍 LocationAuckland based. Hybrid role - remote and in-person in our Auckland office.🤝 What you’ll getCompetitive compensation and performance-based incentivesBroad exposure to operations in a high-growth, purpose-driven consumer brandA fast-paced, supportive environment focused on learning and growthMoodi products🗒 Application processIf you’re interested, please apply via LinkedIn. We will be shortlisting and interviewing applicants on a rolling basis.Please include a paragraph on your CV outlining why you’re a good fit for this role.If you’re still reading, there’s a strong chance you might be our kind of person. Research shows that 60% of women and underrepresented groups might have already talked themselves out of applying. Even if you don’t tick every single box, we encourage you to apply. We believe diversity of perspectives and experiences makes us stronger.