About Sleeping Duck
Founded in 2014, Sleeping Duck (SD) has seen significant growth over the past few years. Multiple award-winners across Product and Service, we're now a 60 person team including Marketing, Product Development, Supply Chain, Customer Experience (CX) and Technology, and are growing!
We are a pretty chilled bunch with an amazing culture and positive energy around the office. All our Duckies including our founders have a good work/life balance, the space to be themselves, share ideas and feel part of something great where you can be proud to say you work at Sleeping Duck!
With ambitious plans for our people and our products, we look forward to continuing to make the sleep experience personal and exciting!
Customer Experience @ Sleeping Duck
Our award-winning Customer Experience team sits at the heart of the company. Our mission is to consistently deliver high quality, timely and memorable world-class customer experience for each and every customer.
How do we achieve that? Our team believes in transparency with our customers and helping them through the entire purchase process to ensure a smooth and seamless experience. This includes helping customers understand our products, assisting with a pre-sale enquiry, liaising with our supply chain team and delivery partners to ensure orders are on track, and assisting the customer with any post-sale support such as customising the product.
We are all about creating an unforgettable experience for our people and our customers. We empower customers by educating and having honest conversations to form genuine connections, prioritising the quality of the experience over the speed of it.
What’s the role?
The Head of CX will oversee our customer experience team of about 26 people which is made of an internal online customer support and face to face showroom team. This is a huge opportunity for a people focussed leader - someone who is empathetic, innovative and creative, to take ownership of the retail and online operations space.
The launch of our brand new showroom at our HQ in Prahran is upon us and as we grow the business, that means change, so we need someone who isn’t just keeping up, but is leading! We have the foundations, you will have the flair and we’ll provide the freedom for you to experiment and literally pave the way of our showroom customer experience and build our online support team, catapulting both to new heights.
We are looking for a conscious leader and would love you to bring your personality, truly connect, inspire and involve the CX team, bringing them along on this exciting phase of the Sleeping Duck journey.
- Lead, support and develop a growing and ambitious team
- Shape a multi-product sleep brand for the customer
- Create and drive the showroom experience as we grow nationally
- Plan for our international expansion in the coming years
If you don’t tick every box, please don’t count yourself out just yet. We’ve seen the research that women and other people in underrepresented groups tend to only apply when they tick all the boxes. We’re all about hiring the right person rather than ticking boxes – so if this role resonates with you, apply now!
Who we’d love to work with/qualities we look for
- Strong people leader who has a big appetite for the customer experience and journey
- Someone who has their finger on the pulse, up with the latest trends in customer experience and can bring them to life at SD
- Comfortable with the unknown, create their own vision and trust themselves
- Strategic and have the ability to think outside the mattress box!
- Love to continuously improve the way we do things
- The ability to turn insights into actions
- A tech-savvy, future focused and growth mindset
- Enthusiastic, empathetic and passionate - we love what we do and we want a team player who loves what they do
Why waking up and working at Sleeping Duck is so good
- An opportunity to be part of our evolving story and join an innovative and fast growing startup
- A supportive team that truly cares about each other
- An open-minded, forward-thinking and inclusive culture
- Modern and funky work environment with massage chairs 💤, free snacks 😋, end of trip facilities🚿 and a beautiful outdoor terrace 🌴 at our head office in Prahran
- Amazing employee benefits including; flexible work arrangements, wfh options, 1 wellness day every 2 months (no questions asked), brand new macbook, learning and development budget and generous leave entitlements
- To really live the SD life we will gift you a mattress to take home after your successful probation and we offer discounts for family and friends
Did you doze off….. hopefully not! If you are interested, awesome, just submit your resume and we will take a look!
It doesn't matter if you're a side-sleeper, a back sleeper or an insomniac, we welcome sleepers of all backgrounds at Sleeping Duck. We're proud to recruit, develop, celebrate, and retain the most talented individuals from a variety of backgrounds.