This is an exciting opportunity to lead a close-knit team of five Customer Experience Representatives who support customers across phone, live chat and email . You'll play a key role in ensuring every customer interaction reflects each brand's unique voice while continuously improving service delivery and team performance.
About the Role
Reporting to the Group General Manager, you'll oversee the day-to-day operations of the Customer Experience team while helping shape the future direction of the function. You'll coach and develop your team, manage service performance and partner with teams across Retail, Digital, Logistics, Finance and IT to deliver a seamless customer journey.
This role offers a great mix of hands-on leadership, operational management and continuous improvement.
Key Responsibilities
- Lead, mentor and develop a team of five Customer Experience Representatives
- Manage customer enquiries across phone, live chat and email, ensuring consistently high service standards
- Drive team performance through coaching, KPI management and regular one-on-one development
- Support the resolution of complex customer enquiries and escalations
- Partner with multiple retail brands to ensure customer communications align with each brand's tone of voice
- Identify opportunities to improve processes, customer satisfaction and operational efficiency
- Support CRM, AI and automation initiatives to enhance the customer experience
- Analyse customer feedback and reporting to identify trends and drive continuous improvement
- Work collaboratively with Retail, Digital, Logistics, Finance and IT to deliver an exceptional end-to-end customer journey
You'll be an experienced Customer Service or Customer Experience leader who enjoys coaching teams and creating outstanding customer experiences.
You'll bring:
- Previous leadership experience within Customer Service, Customer Experience or Contact Centre environments
- Experience leading small teams in a fast-paced customer-focused environment
- Strong coaching and people development skills
- Experience managing KPIs, service levels and team performance
- Excellent communication and stakeholder management skills
- A passion for continuous improvement and finding smarter ways of working
- Experience with CRM systems and customer reporting will be highly regarded
- A passion for Fashion highly desirable
- Join one of Australia's leading retail groups
- Work with a portfolio of recognised fashion and lifestyle brands
- Lead a supportive, high-performing team
- Opportunity to influence the future customer experience strategy
- Modern Head Office based in Rosebery
- Genuine career progression within a successful and growing organisation
- Salary up to $110+ super
Apply now or contact Kennedy Reid for a confidential discussion.
