Customer Experience Consultant

Customer Experience Advisor

At Fleur Studios, we create timeless, design-led furniture and homewares centred around materiality, craftsmanship and considered design. How customers experience our pieces online and in-store matters as much as the designs themselves.

We're looking for an experienced Customer Experience Advisor to handle our most complex customer matters and support the day-to-day CX function across online and in-store touchpoints. This is a hands-on role for someone who combines operational rigour with a refined sense of premium service — working closely with our Customer Experience Manager, not running the function solo.

What You'll Be Responsible For

• Handle escalations and complex customer matters with sound judgement.

• Maintain high standards across all communication channels.

• Manage day-to-day workflows in Shopify and Gorgias, and help improve processes, automations and reporting as we scale.

• Support preorder management and inventory communication.

• Deliver a premium, considered experience for in-person showroom clients, aligned with Fleur Studios' brand.

• Monitor feedback and trends, and flag issues proactively.

• Support loyalty and retention initiatives.

• Liaise with 3PL partners on fulfilment and reverse logistics.

• Document product quality concerns clearly and constructively.

• Process orders, returns and exchanges as needed.

• Maintain expert product knowledge.

About You

• 5+ years' experience in retail or eCommerce customer experience.

• Experience in a mid-size retail business; furniture experience a plus, not essential.

• Strong working knowledge of Shopify and Gorgias.

• Calm, commercially aware, and confident handling high-level issues.

• Highly organised and proactive, with sound judgement on when to escalate versus resolve.