Job Description
Haircare Group is a proudly Australian, family-owned business with over 50 years' experience in the professional 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.
n
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.
n
For us, it's more than hair.
n
The Role
n
We're seeking an experienced Customer & Sales Support Manager to lead our Customer Service and Sales Support functions across Australia and New Zealand.
n
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.
n
This is a pivotal leadership role that combines people leadership, customer experience, process improvement, and operational performance to support business growth and strategic objectives.
n
Why This Role Stands Out
n
n
Lead and develop a team of customer and sales support professionals
n
Shape customer experience and service delivery strategies
n
Drive operational improvements and business efficiency initiatives
n
Work closely with Sales, Marketing, Finance, Operations and Supply teams
n




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



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

📌 Customer & Sales Support Manager (South Australia)
🏢 Haircare Group
📍 South Australia