Customer Service & Operations Manager | Luxury Furniture & Design

An exciting opportunity has arisen to join a rapidly growing, design-led luxury interiors business renowned for its premium furniture, lighting and home décor collections. With showrooms across Australia and ambitious plans for continued growth, the business is seeking an experienced Operations & Customer Experience Manager to lead the customer service function while strengthening the operational processes that support an exceptional customer journey.

This is a hands-on leadership role where you will manage a small team, oversee customer issues from purchase through to delivery and post-purchase support, and work closely with logistics, suppliers to drive service excellence and operational efficiency.

Key Responsibilities

- Lead the Customer Service team, providing coaching, guidance and performance management while maintaining high service standards.
- Own the customer journey, managing escalations relating to damaged or defective products, incorrect orders, delivery delays, returns, refunds and warranties.
- Oversee operational processes, working closely with logistics, warehouse and suppliers to resolve issues and ensure orders are fulfilled efficiently.
- Drive continuous improvement, analysing customer and operational data to identify recurring issues, reduce errors and develop effective policies and procedures.
- Monitor and report on performance,



tracking key KPIs and providing senior management with insights into customer trends, operational issues and opportunities for improvement.

Skills & Experience

- Previous experience in Customer Service, Customer Experience or Operations, ideally with team management or supervisory experience.
- Experience within furniture, interiors, homewares, luxury retail or a related design-led environment is highly desirable.
- Strong analytical, problem-solving and organisational skills, with experience using KPIs, reporting and operational data.
- Excellent communication and stakeholder management skills, with confidence handling complex customer escalations and finding commercially sensible solutions.
- A proactive, hands-on and solutions-focused approach, with the ability to take ownership and work effectively across teams and locations.

Benefits & Culture

- Join a fast-growing luxury interiors and furniture business with exciting plans for continued expansion.
- Make a genuine impact by helping shape the company's operational processes and customer experience.
- Team-oriented, supportive and design-focused culture where new ideas are encouraged.

REFERENCE: Melinda Bates #73334

Bespoke Careers is acting as an Employment Agency in relation to this vacancy and is an Equal Opportunities Employer. By applying to this role you agree to ourPrivacy Policy.

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📌 Customer Service & Operations Manager | Luxury Furniture & Design (New South Wales)
🏢 Bespoke Careers
📍 New South Wales