Customer Happiness Manager

DECIEM | THE ABNORMAL BEAUTY COMPANY; City of Melbourne; Hybrid; AUD 80,000 - 100,000; Full time

Job summary

A leading beauty company in Melbourne is seeking a highly motivated Customer Happiness Manager to lead their Australian team. This hybrid role requires someone with over 4 years of customer service experience and strong leadership skills. You will oversee team operations, provide professional customer support, and manage complex inquiries. The ideal candidate is highly organized and passionate about the beauty industry, offering opportunities for growth and a supportive work environment.

Benefits

Generous Vacation & Personal Days

Employee Assistance Program

Development Grants & LinkedIn Learning membership

Generous discount on DECIEM products

Qualifications

• 4+ years of customer service experience is required.
• 3+ years of leadership experience in customer service support is required.
• Demonstrated ability to work well under pressure.

Responsibilities

• Supervise Customer Happiness team members.
• Liaise with the Head of Customer Happiness.
• Provide solutions for all customer inquiries.

Skills

Customer service experience

Leadership

Problem-solving

Negotiation

Intermediate computer skills

Tools

MS Office

Google Suite

Salesforce

Job description

WHAT ON EARTH IS DECIEM?

Known as “The Abnormal Beauty Company”, DECIEM is the parent company of The Ordinary, NIOD, and other beauty brands & is an industry disruptor with a science first approach to innovation. DECIEM was Co-Founded in 2013 by the late Brandon Truaxe, a visionary who set out to change the beauty industry through authenticity and transparency. He developed DECIEM to be a happy family (of people and beauty brands), rooted in kindness, creativity, diversity, and respect, alongside Co-Founder, Nicola Kilner.

We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us!

WHAT WE'RE LOOKING FOR

We are looking for a highly motivated, organized and enthusiastic Customer Happiness Manager who will lead and support our Australian Customer Happiness team. A passionate interest in the beauty industry is desired. This is a hybrid role, working 3 days a week from our Port Melbourne office.

WHAT YOU'D BE DOING IN THIS ROLE

• Supervise Customer Happiness team members, responsible for the operations of the team results and customer experience, ensuring that proper policies and procedures are followed
• Liaise with the Head of Customer Happiness on team initiatives such as recruitment, development discussions and develop the team to exceed targets across the department
• Providing solutions for all customer inquiries via email and live chat with the highest degree of courtesy and professionalism. Providing phone coverage as needed.
• Plan, prioritize and delegate work tasks to ensure the proper functioning of the department
• Track customer complaints resolutions and provide feedback where necessary
• Collaborate with team members in sharing experiences, best practices, and outcomes to enhance overall team knowledge
• Manage customer relationships while handling complex and escalated customer experience issues
• Investigate and triage issues with team members who are unable to resolve, bring forth and assist in providing a solution
• Communicate important corporate initiatives to the team, ensuring full understanding of company objectives and vision
• Effectively use business tools to monitor team performance, quality, and adherence

SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE

• 4+ years of customer service experience is required
• 3+ years of leadership experience in customer service support is required
• Strong problem solver and negotiator which is an asset to resolving complex customer service cases
• Intermediate computer skills in various software and web-based applications (MS Office, Google Suite, Salesforce, etc.)
• Demonstrated ability to work well under pressure, managing conflicting priorities and tight deadlines

WHAT YOU'LL BE GAINING BY JOINING OUR TEAM

• Generous Vacation & Personal Days
• A hybrid work model (for applicable roles).
• Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.
• Access to Development Grants & a LinkedIn Learning membership to help you keep growing and learning.
• A generous discount on DECIEM and ELC products for you, your family, and your friends.

BUILDING GROWTH TO POWER GOOD

• Do the right thing
• Create impact
• Respect small things
• Care too much
• Be the future

These values continue to guide us in all that we do. Along the way, we’ve been honoured to win some pretty incredible awards, including a CEW Achiever Award, Best Skincare Brand at Sunday Times Style Beauty Awards, and Most Popular Sustainable Brand by The Cosmetify Index Global.

SUSTAINABILITY AND SOCIAL IMPACT

DECIEM’s objective is to build growth and do good things while prioritizing people, animals, and the Earth. Our Sustainability strategy is focused on fighting climate change, improved waste management, responsible packaging, responsible sourcing and product lifecycle, and water conservation.

In 2020, DECIEM established the Good Fund to support both large and grassroots charities in response to global events.

CREATING A HUMAN WORLD OF BEAUTY

DECIEM is committed to diversity, equity, and inclusion (DEI) by creating meaningful, measurable change in the lives of our team members and in the communities where we operate. Achieving equality is critical to DECIEM and our future.

DECIEM is an equal opportunity employer. We prohibit discrimination based on age, colour, disability, national origin, race, religion, sex, gender, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial and local laws. We are also committed to creating and maintaining an inclusive and accessible workplace. If you are contacted to be part of our recruitment process and require accommodation, please let us know.