Job Description
Job Type: Permanent position | Full time position
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Job Description
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Placed.au is looking for a full-time Customer Service Manager for our client in West Melbourne, Victoria. This role is responsible for leading customer-facing teams across company-owned and franchised locations, developing customer service strategies, improving service processes, and ensuring customers receive a consistently high-quality experience across all beauty services. Job Description
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Lead, mentor, and motivate customer-facing team members, including eyelash technicians and customer service representatives, across company-owned and franchised locations to ensure high-quality customer service.
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Develop and implement customer service strategies that align with company goals and ensure consistent service standards across all locations.
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Evaluate and optimise customer service processes, procedures, and systems to improve efficiency, effectiveness, and customer satisfaction.
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Monitor and evaluate customer-facing team performance, providing regular feedback and conducting performance reviews.
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Design and deliver training programs for eyelash technicians and customer service representatives to enhance their skills and knowledge.
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Collaborate with colleagues to resolve customer issues and improve the overall customer experience.
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Analyse customer service data and metrics to identify trends and areas for improvement.
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Assist with the recruitment of current customer-facing team members when required.
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Provide ongoing support and guidance to franchisees to ensure adherence to customer service policies and consistent service delivery.
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Strategise quality assurance programs to maintain and improve service quality across company-owned and franchised locations.
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Ensure customer service interactions reflect company brand values and standards, maintaining a cohesive and positive brand image.
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Develop, implement,



and manage customer loyalty programs and online customer portal initiatives to enhance customer retention and engagement.
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Oversee after-sales care for lash service customers and online product purchasers, including follow-up communications and support for post-purchase enquiries or issues.
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Collect and analyse customer feedback to drive improvements in service delivery.
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Establish protocols for handling and resolving customer complaints efficiently and systematically.
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Qualifications / Attributes
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Must hold a Diploma in Business, Management, or a related field, or at least three (3) years of relevant work experience may substitute for the formal qualification.
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Must possess at least three (3) years of relevant work experience in customer service management, team leadership, or a similar role.
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Demonstrated experience leading and motivating customer-facing teams across multiple locations.
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Strong knowledge of customer service strategies, quality assurance, and customer experience management.
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Proven ability to develop and implement customer service processes, procedures, and improvement initiatives.
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Strong analytical skills with the ability to interpret customer service data, metrics, and feedback.
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Excellent leadership, mentoring, and staff training capabilities.
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Strong problem-solving skills with the ability to handle and resolve customer complaints professionally.
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Excellent communication and interpersonal skills with the ability to work effectively with staff, franchisees, customers, and management.
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Strong understanding of customer retention, loyalty programs, and customer engagement strategies.
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High level of organisation and attention to detail with the ability to manage multiple locations and competing priorities.
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Proactive approach to improving service standards and maintaining a positive customer experience.
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Salary Range $75,000 - $85,000 per annum excluding superannuation.

📌 Customer Service Manager (Victoria)
🏢 Placed Australia
📍 Victoria