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 isn’t a ticket‑clearing CX job. This is full ownership of the customer journey — building the engine that turns first‑time buyers into lifelong advocates and brings new customers into the brand.
- You’ll own every touchpoint — pre‑purchase, post‑purchase, support and retention — ensuring each interaction reflects our voice, values and D2C DNA. You’ll stay close to the frontline, handling escalations and complex cases, while designing the systems, processes and tech that let CX scale without losing its alchemy.
- You’ll bring fresh ideas and a test‑and‑learn mindset, using AI, automation and data to understand what customers truly need — where they drop off, why carts are abandoned, what messaging resonates and how we build relationships that last. You’ll listen to customers, interpret their feedback and pair it with behavioural data to identify real opportunities across pop‑ups, flows, retail touchpoints and loyalty concepts.
- Your mission is to remove friction, lift LTV and turn customer behaviour into commercial outcomes. You’ll implement and optimise CX metrics, build feedback loops that generate real signal (not survey fatigue) and use reporting to drive measurable improvements across satisfaction, retention, returns and churn.
- You’ll own the CX tech ecosystem — Shopify, Gorgias, Klaviyo, Triple Whale and the full post‑purchase stack — and lead the rollout of automation, AI and self‑serve solutions that scale the function and reduce cost to serve without compromising experience.
About the Founders
TWO SVGE was built by founders who move fast and back their instinct.
They are bold but commercially sharp. Creative but margin aware. Ambitious but grounded. They care deeply about brand, product and customer experience and they understand that to win bigger, they need the right operator beside them. They don’t want a passenger. They want a partner. Someone who challenges constructively, brings structure without killing momentum, and can turn vision into disciplined execution.
If you thrive in high-trust, high-ambition environments, you will enjoy working with them.
Who You Are
- You’ve built and optimised CX in a fast‑moving D2C environment and know exactly what high‑volume support, operational complexity and commercially critical touchpoints look like. You bring 3–5 years’ experience in a similar lead role, with a proven track record of owning a full CX function end‑to‑end.
- You’re hands‑on and strategic — just as comfortable jumping into a tough escalation as you are redesigning workflows, leading a team or rolling out new tools. You lead from the front, set the standard, coach for excellence and bring people with you while driving results.
- You bring structure without slowing momentum. You know how to pull insight from data, turn it into action and provide clear direction, ideas and recommendations that influence the wider business.
- You’ve owned a whole area of the business before — shaping direction, improving processes, implementing tools and delivering measurable outcomes. You can zoom out to plan and prioritise, then zoom straight back in when the situation demands it.
- You’re not looking for a corporate service desk. You’re looking for ownership, impact and the chance to build something exceptional inside a fast‑growing, high‑ambition brand.
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. The role offers meaningful ownership, a seat at the table and the opportunity to shape how the brand shows up for customers across markets.
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.