Customer Experience Manager

Lead a High-Performing Customer Care Team | Melbourne

Exceptional leadership opportunity within a leading Australian retail business.

We're searching for an experienced Customer Experience Manager to lead a dynamic customer service operation supporting a nationally recognised retail brand.

This is far more than managing a call centre.

You'll be responsible for creating an outstanding customer experience, leading and developing a passionate team, improving operational performance and ensuring every customer interaction reflects the values of a much-loved retail business.

If you have a passion for retail, thrive in a quick-paced environment and enjoy leading people to deliver exceptional service, we'd love to hear from you.

About the Role

Reporting to senior leadership, you'll be responsible for the day-to-day management of a busy customer experience team while driving continuous improvement across people, processes and customer satisfaction.

Your responsibilities will include

- Leading, coaching and mentoring a high-performing Customer Care team.

- Driving exceptional customer service standards across phone, email and digital channels.

- Monitoring team performance through KPIs, quality assurance and coaching.

- Developing team capability through ongoing training and development.

- Managing workforce planning, rostering and productivity.

- Identifying opportunities to improve systems and customer experience.

- Working closely with retail stores, operations,



logistics and support teams to resolve customer issues.

- Creating a positive, engaging and high-performance culture.

About You

We're looking for an experienced leader who understands retail and genuinely enjoys delivering outstanding customer experiences.

You'll ideally bring

- Previous experience managing a customer service or contact centre team.

- A background within retail, ideally fashion, apparel, lifestyle or specialty retail.

- Outstanding leadership and people management skills.

- Experience coaching and developing successful teams.

- Solid analytical and reporting capability with experience managing KPIs.

- Excellent communication and stakeholder management skills.

- A proactive, hands-on leadership style.

- The ability to remain calm and solutions-focused in a fast-paced environment.

Why You'll Love This Role

- Join one of Australia's most recognised retail organisations.

- Lead a passionate and engaged customer experience team.

- Influence the customer journey across a national retail network.

- Supportive leadership and a collaborative culture.

- Genuine opportunity to make your mark and further develop your career.

- Attractive salary package and employee benefits.

If you're a customer-focused retail leader looking for your next challenge, we'd love to hear from you.

Apply now with your resume and a brief cover letter outlining your leadership experience and retail background. or call Ann on 0485 991 ***

📌 Customer Experience Manager - Retail (South Yarra)
🏢 GREYSTONES RECRUITMENT
📍 South Yarra