Customer Experience Manager - Retail

at; Österreich; Vor Ort; EUR 54.741 - 85.153; Vollzeit

Benefits dieser Stelle

Employee benefits

Zusammenfassung

Melbourne-based leading Australian retail business is seeking a Customer Experience Manager to lead a dynamic customer service operation across phone, email and digital channels.

You will coach a high‑performing team, drive continuous improvement, manage workforce planning, and collaborate with stores, operations and logistics to resolve issues.

If you have retail leadership experience and a passion for delivering exceptional service, we'd love to hear from you.

Qualifikationen

• Previous experience managing a customer service or contact centre team.
• Background within retail, ideally fashion, apparel, lifestyle or specialty retail.
• Outstanding leadership and people management skills.
• Experience coaching and developing successful teams.
• Strong analytical and reporting capability with experience managing KPIs.
• Excellent communication and stakeholder management skills.
• A proactive, hands-on leadership style.
• The ability to remain calm and solutions-focused in a fast-paced environment.

Aufgaben

• Lead, coach and mentor a high-performing Customer Care team.
• Drive exceptional customer service standards across phone, email and digital channels.
• Monitor team performance through KPIs, quality assurance and coaching.
• Develop team capability through ongoing training and development.
• Manage workforce planning, rostering and productivity.
• Identify opportunities to improve systems and customer experience.
• Work closely with retail stores, operations, logistics and support teams to resolve customer issues.
• Create a positive, engaging and high-performance culture.

Kenntnisse

Customer Experience

Leadership

People Management

KPI Reporting

Stakeholder Management

Coaching & Development

Tools

CRM Systems

Jobbeschreibung

Lead a High-Performing Customer Care Team | Melbourne

Exceptional leadership opportunity within a leading Australian retail business.

We're searching for an experienced Customer Experience Manager to lead a dynamic customer service operation supporting a nationally recognised retail brand.

This is far more than managing a call centre.

You’ll be responsible for creating an outstanding customer experience, leading and developing a passionate team, improving operational performance and ensuring every customer interaction reflects the values of a much-loved retail business.

If you have a passion for retail, thrive in a fast-paced environment and enjoy leading people to deliver exceptional service, we'd love to hear from you.

About the Role

Reporting to senior leadership, you'll be responsible for the day-to-day management of a busy customer experience team while driving continuous improvement across people, processes and customer satisfaction.

Your responsibilities will include:

• Leading, coaching and mentoring a high-performing Customer Care team.
• Driving exceptional customer service standards across phone, email and digital channels.
• Monitoring team performance through KPIs, quality assurance and coaching.
• Developing team capability through ongoing training and development.
• Managing workforce planning, rostering and productivity.
• Identifying opportunities to improve systems and customer experience.
• Working closely with retail stores, operations, logistics and support teams to resolve customer issues.
• Creating a positive, engaging and high-performance culture.

About You

We're looking for an experienced leader who understands retail and genuinely enjoys delivering outstanding customer experiences.

You're ideally bring:

• Previous experience managing a customer service or contact centre team.
• A background within retail, ideally fashion, apparel, lifestyle or specialty retail.
• Outstanding leadership and people management skills.
• Experience coaching and developing successful teams.
• Strong analytical and reporting capability with experience managing KPIs.
• Excellent communication and stakeholder management skills.
• A proactive, hands-on leadership style.
• The ability to remain calm and solutions-focused in a fast-paced environment.

Why You’ll Love This Role

Join one of Australia's most recognised retail organisations.

Lead a passionate and engaged customer experience team.

Influence the customer journey across a national retail network.

Supportive leadership and a collaborative culture.

Genuine opportunity to make your mark and further develop your career.

• Attractive salary package and employee benefits.

If you're a customer-focused retail leader looking for your next challenge, we'd love to hear from you.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• What's your expected annual base salary?
• How much notice are you required to give your current employer?

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7d ago

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