TWO SVGE isn’t entering North America. They’re already there!
Now they want more — more market share, more operational precision, more scale without friction. They are a fast-growing direct-to-consumer eyewear brand with strong foundations in Australia and New Zealand, real traction across North America and distribution into 60+ countries globally. The next chapter isn’t about proving the model. It’s about expanding it.
To do that, the founders are ready to bring in a serious operator.
The Role
This is not a reactive support role. This is ownership of the full customer journey — from first click to fifth purchase. You’ll design and optimise the entire ecosystem.
- Optimise the end‑to‑end Shopify customer journey
- Reduce drop‑offs and improve returns + post‑purchase experience
- Turn customer insights into UX and lifecycle improvements
- Increase repeat rate and LTV
- Run loyalty, retention and lifecycle programs
- Own segmentation and automated flows in Klaviyo
- Drive upsell, replenishment and cross‑sell strategies
- Manage and optimise the CX tech stack + automation
- Lead the support team and improve operational processes
- Set performance standards and build actionable feedback loops
You likely come from a high-growth Australian DTC ecommerce brand and you've:
- Owned customer journey optimisation in a scaling online business
- Built or redesigned lifecycle marketing flows
- Worked deeply in Shopify ecosystems
- Used CX data to influence product, marketing and UX decisions
- Implemented automation to scale support without compromising brand experience
- You think in systems, you understand behavioural economics, you care about UX as much as you care about operational efficiency.
- You’re commercially literate — you know what CAC, LTV and repeat rate mean and how CX influences them.
- You’re comfortable toggling between strategy and execution — redesigning workflows one moment, handling a complex escalation the next.
This is a high‑growth DTC brand with global ambition and a fiercely loyal customer base. You’ll work directly with founders who care deeply about product, brand and experience — and who understand that world‑class CX is a competitive advantage, not a cost centre.
You’ll have real influence, real autonomy and the mandate to build a CX engine that supports international scale. If you’ve built a high‑performing CX function before — and you’re ready to do it again with more scale, more ambition and more upside — we should talk.
Please get in touch with Karen McGlynn on 0406 833 625 or email karen.mcglynn@aandco.au with your updated resume.