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 RoleWe'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 OutLead and develop a team of customer and sales support professionalsShape customer experience and service delivery strategiesDrive operational improvements and business efficiency initiativesWork closely with Sales, Marketing, Finance, Operations and Supply teamsInfluence business performance through reporting, insights and service excellenceJoin a collaborative, values-driven leadership teamKey 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 BringMinimum 5 years' leadership experience in Customer Service, Sales Support, Customer Experience or a related functionProven experience leading and developing high-performing teamsStrong customer service and customer experience expertiseExperience managing KPIs, SLAs and operational performanceStrong analytical, problem-solving and decision-making skillsExperience driving continuous improvement and change initiativesExcellent stakeholder management and communication skillsAdvanced Microsoft Excel and reporting capabilitiesExperience using ERP, CRM and customer service platformsWhat We Offer:Leadership opportunity within a respected Australian-owned businessCollaborative and values-driven cultureGenerous staff discounts on premium haircare productsExposure to senior leadership and strategic decision-makingProfessional development and career growth opportunitiesPlease note: You must have full Australian work rights to apply.
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📌 Customer & Sales Support Manager (Adelaide)
🏢 Haircare Australia
📍 Adelaide