Customer & Sales Support Leader – Drive Service Excellence

Haircare Australia; Adelaide; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Staff discounts on premium haircare

Exposure to senior leadership

Professional development opportunities

Job summary

Haircare Group, an Australian family-owned business, seeks an experienced Customer & Sales Support Manager to lead our Customer Service and Sales Support functions across Australia and New Zealand.

Reporting to the General Manager, you will deliver exceptional customer experiences, lead a high-performing team, and ensure operational excellence across orders, invoicing, credits, returns, rebates, reporting and service delivery, enabling growth.

Qualifications

• Minimum 5 years' leadership experience in Customer Service, Sales Support, Customer Experience or a related function
• Proven experience leading and developing high-performing teams
• Strong customer service and customer experience expertise

Responsibilities

• Lead, develop and mentor the Customer & Sales Support team, fostering a high-performance culture focused on service excellence, accountability, collaboration and continuous improvement.
• Oversee the delivery of customer service and sales support operations across Australia and New Zealand, ensuring efficient management of orders, invoicing, credits, returns, warranties, rebates, reporting and customer account administration.
• Drive exceptional customer experiences by establishing service standards, managing escalated issues, monitoring service performance and implementing initiatives that improve customer satisfaction, loyalty and retention.
• Develop and optimise operational processes, systems and workflows, identifying opportunities to improve efficiency, automation, data accuracy and overall service delivery.
• Establish and monitor KPIs, SLAs and operational performance metrics, using data and insights to drive decision-making, continuous improvement and business outcomes.
• Partner with Sales, Marketing, Finance, Operations, Warehouse and other key stakeholders to support commercial objectives, improve customer outcomes and deliver strategic business initiatives.
• Lead change management, system enhancements and business improvement projects, ensuring the team is equipped to support evolving business needs and growth.

Skills

Leadership

Customer service

KPI management

Excel

ERP/CRM

Tools

ERP systems

CRM software

MS Excel

Job description

Haircare Group, an Australian family-owned business, seeks an experienced Customer & Sales Support Manager to lead our Customer Service and Sales Support functions across Australia and New Zealand.

Reporting to the General Manager, you will deliver exceptional customer experiences, lead a high-performing team, and ensure operational excellence across orders, invoicing, credits, returns, rebates, reporting and service delivery, enabling growth.