Do you have an obsession with hotels? Are you a beauty aficionado? If you answered yes, then come play in the wonderful world of Vanity Group – proudly part of La Bottega Collective.

La Bottega Collective is a global, multidisciplinary collective of guest experience curators, uniting La Bottega, Palatino, Beltrami, White Privé, Colosseo, and Vanity Group to deliver beauty, textiles, OS&E;, and design solutions that shape the future of luxury hospitality. Guided by Italian heritage and built for the future of hospitality, we partner with the world’s most visionary hoteliers, developers, and designers to shape the next era of luxury guest experiences.

Within this powerful collective, Vanity Group brings its signature obsession with beauty and innovation to the hotel landscape – elevating amenities from bathroom shelf staples to experiences that rival even the sweetest suite. Step into our house of beauty, where the world's most sought-after fashion, beauty, skincare, fine fragrance, lifestyle and spa brands come together with a signature dose of playful flair.
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WHO'S VANITY GROUP?

We are a creative hub of innovative design, development, manufacturing, and marketing for the global hospitality industry.

We’re the seed from which progressive fashion, beauty, fragrance and lifestyle brands grow, representing the world’s most highly regarded global consumer retail brands including Jo Loves, Karl Lagerfeld, Hunter Lab, KEVIN.MURPHY, and Antipodes Nature to name a few.

Internationally renowned as the industry’s best-in-class cosmetics hospitality partner, VANITY GROUP has offices in Sydney, Singapore, London, Shanghai and Dubai

POSITION SUMMARY

Reporting to the Customer Success Manager, the Customer Success Officer will be responsible for overall customer service for VANITY GROUP’s clients.



This role will be heavily focused on successful end to end management program of all orders and ensuring customers’ expectations are met.

RESPONSIBILITIES

? CUSTOMER SUCCESS

- Working closely with the ANZ sales team to manage the customer success of all clients in the ANZ region

- Communicate effectively with other members of the APAC Customer Service team to ensure accuracy and consistency in all relevant tasks and beyond

- ANZ customer order entries, integration with 3PL providers and management of all 3PL relationships

- Manage the end-to-end customer support function - all customer calls and email enquiries within agreed SLAs and with excellence, engaging customers and other stakeholders with empathy and communicating effectively to identify needs

- Responsible for placing all customer orders to 3PL warehouse through SAP and CSV files and responsible for managing the returns process whilst adhering to relevant approval processes

- Providing quality and professional track and trace services to clients

- Resolving service issues, complaints and claims within agreed SLAs

- Work closely with freight forwarders, 3PL warehouse and transport to follow client orders from end to end – providing regular updates to client and internal stakeholders on order status

- Obtaining eta’s with out-of-stock items and providing regular updates to all stakeholders involved with these inquiries.

- Work closely with Customer Success Executive with any escalation of issues

? STAKEHOLDER MANAGEMENT





- Maintain a high level of professionalism and motivational spirit with stakeholders at all times

- Working and collaborating with cross-functional teams to achieve outcomes and meet deadlines

- Manage upwards, articulating delays/roadblocks to senior management with a solution-focused approach

- Lead through the Company’s values, coaching, supporting, and providing feedback to the team when required

⭐ ABOUT YOU

- Minimum 2 - 3 years’ previous experience in an order processing and customer service environment is a must have

- Previous experience in a logistics/wholesale environment is essential

- Accuracy and attention to detail are required to be successful in this role

- Robust conversational skills, a keen eye for detail and a talent for active listening

- Demonstrable experience in ERP systems for customer service is also essential

- Minimum 1 years’ experience with B2B and FMCG operations

- Able to prioritise and manage multiple deadlines and showcase problem solving effectively

- Intermediate Excel skills

- Working knowledge of SAP or similar is desirable

- Approachable, energetic and service with a smile are key traits

- Ability to work independently and as part of a team is also a must have

? VANITY GROUP PERKS

- Hybrid working conditions and flexible start and finish times

- Daily stocked “BRAVO BAR” snacks and munchies, for sweet or sour lovers

- Generous discounts & gifts from partner skincare and haircare brands including Hunter Lab and KEVIN.MURPHY

- Discounts with VANITY GROUP hotel partners locally and internationally including Ovolo Hotels, QT Hotels and more

- Birthday leave to celebrate your special day

- 10% off discount with premium fitness partner Virgin Active

- Recommend friend and family bonus scheme worth $1000AUD

📌 Customer Success Officer (Marrickville)
🏢 Vanity Group
📍 Marrickville