Customer Care & Operations Lead - Fashion Retail

ance gria; Melbourne; On-site; AUD 82,000 - 128,000; Full time

Job summary

ance gria is seeking a Customer Care Manager and Operations Assistant in Paddington. You will lead the customer care function, oversee a junior team, and manage returns, exchanges and refunds with a focus on timely, on-brand responses.

You will also support the Head of Operations with inbound stock and 3PL logistics, tracking shipments and maintaining accurate stock records across locations. The role requires strong organizational skills and a calm, proactive approach.

Qualifications

• Experience in customer service in fashion.

Responsibilities

• Own all inbound customer emails, social messages and DMs, and ensure timely, warm, on-brand replies.
• Manage and support the Customer Care Assistant: share inbox workload and quality control.
• Process returns, exchanges and refunds through Loop, per company procedures.
• Handle escalated or sensitive customer issues personally.
• Maintain tone of voice consistency across every customer interaction.
• Pull trends from customer enquiries and feedback for weekly and monthly reports.
• Support Head of Operations with inbound stock and 3PL logistics, tracking shipments and coordinating deliveries.
• Keep stock records accurate across locations and run stocktakes.

Skills

Customer service

Job description

ance gria is seeking a Customer Care Manager and Operations Assistant in Paddington. You will lead the customer care function, oversee a junior team, and manage returns, exchanges and refunds with a focus on timely, on-brand responses.

You will also support the Head of Operations with inbound stock and 3PL logistics, tracking shipments and maintaining accurate stock records across locations. The role requires strong organizational skills and a calm, proactive approach.