We're partnering with one of Australia's leading fashion retail groups to recruit a
Customer Experience Manager
to join their Head Office in Rosebery. Home to multiple well-known retail brands, this business has built an outstanding reputation across Australia and New Zealand and continues to invest heavily in innovation, customer experience and digital growth.
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
We're partnering with one of Australia's leading fashion retail groups to recruit a
Customer Experience Manager
to join their Head Office in Rosebery. Home to multiple well-known retail brands, this business has built an outstanding reputation across Australia and New Zealand and continues to invest heavily in innovation, customer experience and digital growth.
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
About You
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 quick‐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
What's on Offer
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
Up-to-date Head Office based in Rosebery
Genuine career progression within a successful and growing organisation
Salary up to $110+ super
If you're looking for an opportunity to lead a passionate customer service team while making a real impact on the customer experience, we'd love to hear from you.
#J-*****-Ljbffr

📌 Customer Experience Manager (New South Wales)
🏢 Kennedy Reid
📍 New South Wales