Customer Care Team Lead (Hybrid) - E‑Commerce

PVH Brands; Sydney; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Discounts on brands

Parental leave

Summer hours

Medibank discount

Headspace access

EAP access

Referral bonus

Diversity & inclusion

Job summary

PVH is seeking an experienced Assistant Manager, Customer Care to lead a small team and ensure best-in-class service across E-Commerce sites and partner channels. Based at the head office in Sydney, the role is full-time hybrid, combining home and office work weekly.

You will drive performance, coach a team of 6, and manage orders across channels while reflecting PVH values and exceptional service standards.

Qualifications

• 5+ years experience leading a Customer Care team.
• Strong Zendesk experience with data interpretation.
• Experience with E-Commerce platforms and ERP systems.
• Proficient in MS Office suite.

Responsibilities

• Lead a team of 6 Customer Care Representatives.
• Utilise Zendesk tools to manage inquiries and orders.
• Define CSAT targets and monitor performance.
• Analyse weekly/monthly dashboards for CSAT, dispatch, returns.
• Support daily customer care activities including email and calls.
• Collaborate with stakeholders to resolve inquiries.
• Ensure orders/returns processed within target timeframes.
• Liaise with warehouse on picks and deliveries.
• Oversee order maintenance and system cleanup.
• Lead training and development of Coordinators.

Skills

Team leadership

Customer care

Data interpretation

Cross-functional collaboration

Tools

Zendesk

Magento

SFCC

SAP

Excel

Word

PowerPoint

Outlook

Job description

PVH is seeking an experienced Assistant Manager, Customer Care to lead a small team and ensure best-in-class service across E-Commerce sites and partner channels. Based at the head office in Sydney, the role is full-time hybrid, combining home and office work weekly.

You will drive performance, coach a team of 6, and manage orders across channels while reflecting PVH values and exceptional service standards.