Join the Haircare Group Family
Haircare Group is a proudly Australian, family-owned business with over 50 years' experience in the skilled hair industry.
Founded by a hairdresser for hairdressers, we are a leading distributor of premium haircare brands and services across Australia and New Zealand, supporting customers across wholesale, retail, and eCommerce channels.
We're more than a business, we're a community.
Our people are passionate about what they do and committed to excellence, innovation, and integrity.
We build long-term partnerships with our customers and proudly represent brands that inspire creativity and quality.
For us, it's more than hair.
The Role
We're seeking an experienced
Customer & Sales Support Manager
to lead our Customer Service and Sales Support functions across Australia and New Zealand.
Reporting to the General Manager, you will be responsible for delivering exceptional customer experiences, leading a high-performing team, and ensuring operational excellence across customer support, sales administration, order management, invoicing, credits, returns, rebates, reporting, and service delivery.
This is a pivotal leadership role that combines people leadership, customer experience, process improvement, and operational performance to support business growth and strategic objectives.
Why This Role Stands Out
Lead and develop a team of customer and sales support professionals
Shape customer experience and service delivery strategies
Drive operational improvements and business efficiency initiatives
Work closely with Sales, Marketing, Finance, Operations and Supply teams




Influence business performance through reporting, insights and service excellence
Join a cooperative, values-driven leadership team
Key Responsibilities:
Lead, develop and mentor the Customer & Sales Support team, fostering a high-performance culture focused on service excellence, accountability, collaboration and continuous improvement.
Oversee the delivery of customer service and sales support operations across Australia and New Zealand, ensuring efficient management of orders, invoicing, credits, returns, warranties, rebates, reporting and customer account administration.
Drive exceptional customer experiences by establishing service standards, managing escalated issues, monitoring service performance and implementing initiatives that improve customer satisfaction, loyalty and retention.
Develop and optimise operational processes, systems and workflows, identifying opportunities to improve efficiency, automation, data accuracy and overall service delivery.
Establish and monitor KPIs, SLAs and operational performance metrics, using data and insights to drive decision-making, continuous improvement and business outcomes.
Partner with Sales, Marketing, Finance, Operations,



Warehouse and other key stakeholders to support commercial objectives, improve customer outcomes and deliver strategic business initiatives.
Lead change management, system enhancements and business improvement projects, ensuring the team is equipped to support evolving business needs and growth.
What You'll Bring
Minimum 5 years' leadership experience in Customer Service, Sales Support, Customer Experience or a related function
Proven experience leading and developing high-performing teams
Strong customer service and customer experience expertise
Experience managing KPIs, SLAs and operational performance
Strong analytical, problem-solving and decision-making skills
Experience driving continuous improvement and change initiatives
Excellent stakeholder management and communication skills
Advanced Microsoft Excel and reporting capabilities
Experience using ERP, CRM and customer service platforms
What We Offer:
Leadership opportunity within a respected Australian-owned business
Collaborative and values-driven culture
Generous staff discounts on premium haircare products
Exposure to senior leadership and strategic decision-making
Professional development and career growth opportunities
Ready to Take the Next Step?
If you're a customer-focused leader with a passion for service excellence, team development and operational improvement, we'd love to hear from you.
Apply now and help shape the future of customer experience and service excellence at Haircare Group.
Please note: You must have full Australian work rights to apply.

📌 Customer & Sales Support Manager (South Australia)
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