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 experiencedCustomer Experience Managerto 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 withinretail, ideallyfashion, 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 cooperative 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.
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📌 Customer Experience Manager - Retail (Melbourne)
🏢 GREYSTONES RECRUITMENT
📍 Melbourne