Job Description
Our client, a fast-growing Australian eCommerce and retail business, is seeking an experienced Customer Care Manager to lead and evolve their customer experience function.
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This role will lead a team of three and is both strategic and operational, focused on elevating customer experience, improving performance, and driving commercial outcomes through better use of data, systems, and team leadership.
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Key Responsibilities
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Support and shape Customer Care strategy, with a focus on customer experience, efficiency, and growth opportunities
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Analyse customer data (tickets, returns, enquiries, feedback) to identify trends and drive business improvements
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Deliver regular reporting and translate insights into actionable recommendations
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Own and optimise Customer Care systems and workflows, improving automation and scalability
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Lead, coach, and develop a high-performing Customer Care team
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Manage rostering and resourcing, particularly during peak periods
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Oversee day‐to‐day customer interactions across email, chat, and social channels
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Identify opportunities to reduce returns and improve post‐purchase experience
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Support peak trade planning and ensure service levels are maintained
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Success Criteria
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Strong strategic and analytical mindset
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Experience leading Customer Care or CX teams in eCommerce or retail
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Comfortable working with platforms such as Shopify, Gorgias, ReturnGO or similar
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Data-driven with strong reporting and insight capability
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Process-focused with a continuous improvement approach
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Solid leadership and stakeholder management skills
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Commercially aware with a focus on efficiency and performance
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If you're a proactive Customer Care professional who wants to make a real impact in the retail space, apply now via LinkedIn!
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Must have unrestricted working rights in Australia.
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Due to the high volume of applications received, only shortlisted candidates will be contacted.
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📌 Customer Experience Manager (New South Wales)
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