Customer & Sales Support Manager

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 is a proudly Australian, family-owned business with over 50 years’ experience in the professional hair industry. Founded by a hairdresser for hairdressers, we are a leading distributor of premium haircare brands and services across Australia and New Zealand, supporting customers across wholesale, retail, and eCommerce channels.

We’re more than a business, we’re a community. Our people are passionate about what they do and committed to excellence, innovation, and integrity. We build long-term partnerships with our customers and proudly represent brands that inspire creativity and quality.

For us, it’s more than hair.

The Role

We're seeking 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 be responsible for delivering exceptional customer experiences, leading a high-performing team, and ensuring operational excellence across customer support, sales administration, order management, invoicing, credits, returns, rebates, reporting, and service delivery.

This is a pivotal leadership role that combines people leadership, customer experience, process improvement, and operational performance to support business growth and strategic objectives.

Why This Role Stands Out

• Lead and develop a team of customer and sales support professionals
• Shape customer experience and service delivery strategies
• Drive operational improvements and business efficiency initiatives
• Work closely with Sales, Marketing, Finance, Operations and Supply teams
• Influence business performance through reporting, insights and service excellence
• Join a collaborative, values-driven leadership team

Key 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.

What You’ll Bring

• 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
• Experience managing KPIs, SLAs and operational performance
• Strong analytical, problem-solving and decision-making skills
• Experience driving continuous improvement and change initiatives
• Excellent stakeholder management and communication skills
• Advanced Microsoft Excel and reporting capabilities
• Experience using ERP, CRM and customer service platforms

What We Offer:

• Leadership opportunity within a respected Australian-owned business
• Collaborative and values-driven culture
• Generous staff discounts on premium haircare products
• Exposure to senior leadership and strategic decision-making
• Professional development and career growth opportunities

Please note: You must have full Australian work rights to apply.