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