About Auror

At Auror, we’re empowering the retail industry to reduce theft and Organized Retail Crime, a $100 billion problem globally. It’s high volume crime that’s increasingly organized in nature and is putting people, retailers, and communities at risk every day.

Founded in New Zealand, we’re working with some of the best and largest retailers in the world across Australia, New Zealand, North America, and the UK.

Auror connects people with intelligence to reduce crime. As a company, we’ve built a high-performing, positive culture with a focus on providing an inclusive environment for a diverse team. If you’re excited about reducing crime and building safer communities, for everyone, then we want you on our team. 

About Customer Success at Auror

Customer Success at Auror is high impact. As we bring on some of the world's largest retailers a lot of our time is spent on planning and delivering large-scale rollouts, running training sessions for thousands of users and creating strategic engagement plans that ensures our customers see a reduction of crime and harm in their stores. And we are incredibly successful in doing this.

We pride ourselves on the partnerships we have with our customers. We have an incredible NPS score of 66 and continue to have high engagement and satisfaction from our customers.

About the role

The role of the Customer Success Specialist is to engage, empower, and excite our community of crimefighters. As a Customer Success Specialist, your primary responsibility is to ensure both retailers and police, who make up our crimefighter community, have great experiences and achieve real crime reduction outcomes from using our platform.

Through being deeply tactical and using relational engagement you’ll empower our Auror user community to help them derive value from the platform. You do this by building strong relationships with Loss Prevention teams and Loss Prevention leaders, understanding the value Auror can bring to our customers. You will be embedding Auror across stores in Australia’s largest retailers, telling stories through insights and outcomes,  and ensuring they are achieving real outcomes and success in line with the success plan. 

Your responsibilities

• Building and nurturing relationships with store teams and Loss Prevention leaders, partnering with them to support their team's reporting, use and overall success of Auror
• Proactively identifying areas of opportunity to ensure our customers are engaged with Auror, contributing to the creation of engagement plans, ultimately helping them reduce crime and increase safety in their stores
• Reviewing customer usage in the platform, understanding how they are utilising the platform, surfacing wins & outcomes, and then effectively communicating this back to the customer to drive meaningful outcomes
• Training and presenting to large groups of users, and stakeholders remotely or in-person

The role reports to Sianne Hussey, Customer Success Lead and Digital/Customer Experience - Australia

I joined the team of incredible people at Auror to be part of the solution that’s empowering retailers and police globally to stop crime, for good. It’s really something to work with a company where everyday I can see the positive impact Auror has on communities.  

Auror trusts and pushes me to do my best work and be myself whilst supporting and enabling me to continue to grow. This lets me in turn do what I love doing: empowering our team. The Customer Success team inspire me with their deliberateness when they’re engaging with our retail partners and the standard of quality and fun they hold themselves to.  

To learn about how I lead, check out my Auror blog!

As one of our Customer Success Specialists, you will have the following skills:

• Previous experience in customer success/customer-facing roles.
• Have good problem-solving skills with a natural affinity with technology and people. 
• You enjoy tackling challenges and coming up with structured and strategic solutions
• Excellent active listening and communication skills - whether it be in person, on the phone, on instant messaging apps, video calls, email, or when writing guides for people 
• Being a team player who flourishes in a fast-paced, highly collaborative environment

We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).

• Salary range: Depending on the level of experience a hiring salary range of $70,000 - $93,000 AUD (IC2)
• Employee share scheme: You’ll own part of a company making a real difference!
• Flexibility: We are hard-working and outcome focused, but recognise there is more to life than work. We promote a healthy work/life blend.
• Shorter Work Weeks: Everyone gets Friday afternoon’s off, so you can start your weekend early, and do more of whatever it is that makes you happy.
• Mental and physical health: We understand how vital both mental and physical health is, and have policies to support that, including Wellness Days (days that you can take for any reason whatsoever, not just for when you’re sick/ unwell).
• Family friendly: We offer comprehensive parental leave and benefits for primary and non-primary caregivers.
• Personal development: We support our team to participate in courses, conferences, or events that will help them be relentless about improvement.
• Team love: We have regular team lunches and social events where most (if not all) activities are during work hours.
• Making an impact: You’ll work to solve interesting problems and help us keep communities safe

Next steps:

We pride ourselves on creating an environment where everyone can develop and grow, safely. So if you’re not sure that you tick all the boxes but feel you’re close to what we’re looking for, please apply anyway as we’d love to hear from you! We’d like to encourage you to show yourself in your application.  

Once you apply, you’ll hear from us to acknowledge your application. From there our interview process is designed both for us to get to know you and equally for you to know us - the team, the role and Auror. 

Here's some insight on what to expect:

1. If you’re excited about our mission and you have experience and a passion for this role, please apply! You'll be asked to submit a cover letter as part of your application. While this is optional we do encourage it, as we find cover letters can tell a story that resumes alone often cannot. Our hiring team loves to understand what attracted you to this role and why you are excited about the opportunity to join Auror.
2. If you're shortlisted you'll be invited to answer several questions through a recorded video interview. We have chosen to incorporate this into our process as this role will require you to feel comfortable connecting with internal and external customers on video. It's also a really great way for us to get to know you better beyond just your CV!
3. If that goes well,  you will then meet with Sianne and one of the Auror Customer Success team members virtually, this will be an opportunity for you to get to know us and ask all your burning questions.
4. The final stage our Customer Success Leads, Sianne and Jess, will host you onsite at our Melbourne office and we will ask you to prepare a challenge to present. This is a case that has been designed to mimic the work of an Auror Customer Success Specialist, so we will have the opportunity to see how you would approach the role and you’ll get a feel for what your day to day would look like. 

About Auror

At Auror, we’re empowering the retail industry to tackle theft and Organised Retail Crime, a $150 Billion problem globally. It’s high volume crime that’s increasingly organised in nature and is putting people, retailers, and communities at risk every day.

Founded in New Zealand 11 years ago, we’re working with some of the best and largest retailers in the world across the US, Canada, Australia, New Zealand, and the UK.

Auror is connecting people and intelligence to reduce crime. We’re using technology for good. 

In partnership with our leading retail partners, we need people with the passion, determination, and innovation required to overcome one of the world's largest problems. If you’re looking to make a difference with and for the people dedicated to stopping crime, for good, then we want you on our team.

The Role

As our Director of Privacy and Assurance, based in Australia but with a global outlook, you’ll bring the following skills and experience: 

• Detailed understanding of Australian general privacy principles, concepts and frameworks (Federal and State). 
• Ability to upskill on international privacy regimes (e.g. GDPR).
• Issue identification - ability to conduct risk assessments and convert these into actionable plans.
• Experience in compliance programmes and projects, including working across processes, policies and products.
• Ability to communicate complex issues clearly, to non-legal stakeholders, including confidently presenting those issues to senior management.
• Understanding and experience of engaging with public sector and external stakeholders concerning data and privacy.

Practically, this will involve: 

The Privacy and Assurance Lead will be responsible for ensuring Auror remains at the forefront of best practice concerning data and privacy practices, in primarily three ways:

• Internal - working across product and policy teams to ensure external best practice in privacy and data protection is both championed internally and is reflected in product and policies through effective project management. This will also include building capacity on Australiana and international privacy regimes and emerging issues/trends.
• External - Ensuring Auror is up to date on and engaging in relevant international privacy and data protection regimes. This includes supporting internal stakeholders for relevant external engagements (customer, regulator, industry), recommending industry associations and engagement opportunities.
• Hybrid - Shaping the internal and external elements of privacy best practice and product development into tangible materials and outward facing collateral to develop assurance assets.

You’ll be reporting to:

Nick McDonnell, Senior Director of Trust & Safety and Global Public Policy

I recently joined Auror after 5 years working across technology policy for one of the world’s largest companies, focusing on Australia, New Zealand and the Pacific Islands. I’ve also worked in aviation and public policy in large corporations in different countries. I enjoy complex problem solving and the intersection between government, politics and society - and pushing the boundaries - hence my passion for the mission Auror has in solving and preventing crime. I live in Sydney with my wife and young son. LinkedIn: https://www.linkedin.com/in/nickjmcdonnell/

About you

• You’ll have experience with privacy laws and frameworks, understanding key concepts and obligations, and taking that knowledge into programmatic and pragmatic solutions in a complex organisation.
• You’ll be able to conduct risk assessments and make recommendations on how to keep our products, processes and policies up to date - but also still nimble - in order to provide internal and external assurance while supporting a high growth operation.
• You’ll be mission driven and passionate about the role of technology in society and the part that good data practices play.
• You’re a team player who can work independently and deliver, but contribute to building a strong team culture and know when to escalate issues to gain internal support and direction.
• You’re solutions focused and comfortable with ambiguity - knowing that perfect is the enemy of the good - and are able to exercise strong judgement in discerning between must haves and nice to haves
• We are a global company and we know one person can’t know everything, but you’ll need to have a strong foundation in privacy principles (especially Australian) and a demonstrated willingness to quickly come up to speed with relevant laws and requirements in other jurisdictions - especially the GDPR and the important global role it plays.

We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).

With diversity and inclusion at the forefront of Auror’s guiding principles, we promote a culture that celebrates diversity and inclusiveness at Auror, regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

If you need adjustments to any part of our recruitment process because of accessibility reasons, please do not hesitate to let us know during the application process. We will work with you to identify adjustments that will allow you to perform at your best.

• Competitive salary range: Depending on level of experience $160,000 - $178,000  (IC5)

• Employee share scheme: You’ll own part of a company making a real difference!
• Flexibility: We are hard-working and outcome focused, but recognise there is more to life than work. We promote a healthy work/life blend.
• Shorter work weeks (at full pay): Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy.
• Focus on mental and physical health: We understand how vital our health is and have policies to support your wellness, including: Wellness Days,  and up to three expert sessions paid for every year.
• Family-friendly: We offer comprehensive parental leave and benefits for primary and non-primary caregivers, including a baby bonus and meals delivered to your door.
• Personal growth: We support our team to participate in courses, conferences, or events that will help them develop their skills.

What are the next steps?

If you’re excited about our mission and you have the experience and a passion for this role, please hit “Apply”.

If you’re not sure that you tick all the boxes but feel you’re close to what we’re looking for, please apply anyway! We’re proud that Auror is a place where everyone can learn and grow so we’d love to hear from you.

You'll be asked to submit a cover letter as part of your application. While this is optional we do encourage it, as we find cover letters can tell a story that resumes alone often cannot. Our hiring team love to understand what attracted you to this role and why you are excited about the opportunity to join Auror.

Once you apply, you’ll hear from us to acknowledge your application. If you have questions about any of the above, or if you have any accessibility requirements, we’ll be able to help you from there.