Customer Service Manager

Vivad; Melbourne; Sur place; AUD 120 000 - 160 000; Plein temps

Avantages offerts par ce poste

Established client base

Leadership role in CS team

Senior leadership support

Influence over processes and customer"

Collaborative environment

Competitive remuneration

Résumé du poste

Vivad is a growing leader in large-format digital printing, supporting customers across events, exhibitions, retail, signage and other time-critical industries. We seek an experienced Sales Manager to lead and develop our internal Customer Service team while strengthening cross-business collaboration.

This hands-on leadership role requires proven people management experience, the ability to set clear expectations, and to implement processes that improve customer experience and business

Qualifications

• Minimum 3 years' experience in a management role
• Experience coaching, mentoring and developing employees
• Strong leadership, accountability and team development
• Experience implementing processes to improve customer service standards
• Excellent communication and interpersonal skills across departments
• Collaborative, solutions-focused approach to resolving challenges
• Strong organisational skills to manage competing priorities in a deadline-driven environment
• Commercial awareness and understanding of how customer service contributes to business growth

Responsabilités

• Lead, coach and develop the Customer Service team to improve capability, confidence and performance.
• Conduct regular one-on-ones, performance reviews and development discussions.
• Establish clear expectations, accountability and consistent service standards.
• Implement processes and best practices to improve efficiency, responsiveness and customer experience.
• Collaborate with Production, Operations and other departments to improve planning and delivery.

Connaissances

People management

Coaching & development

Leadership

Performance data usage

Communication

Cross-department collaboration

Organizational skills

Strategic thinking

Description du poste

Lead & Develop Our Customer Service Team | Printing Industry Experience Highly Regarded

Sales Manager

Lead & Develop Our Customer Service Team | Printing Industry Experience Highly Regarded

About the role

Vivad is a growing leader in large-format digital printing, supporting customers across events, exhibitions, retail, signage and other time‑critical industries.

We are seeking an experienced Sales Manager to lead, coach and develop our internal Customer Service team while strengthening collaboration across the business.

This is a hands‑on leadership role for someone with proven people management experience, who knows how to build capable teams, establish clear expectations and implement processes that improve both customer experience and business performance.

With an established customer base and consistent inbound demand, our focus is on developing our people, strengthening customer relationships and ensuring our teams work effectively together to deliver outstanding results.

What you'll be doing

• Lead, coach and develop the Customer Service team to improve capability, confidence and performance.

• Conduct regular one‑on‑ones, performance reviews and individual development discussions.

• Establish clear expectations, accountability and consistent customer service standards.

• Implement effective processes and best practices to improve efficiency, responsiveness and customer experience.

• Work closely with Production, Operations and other departments to improve communication, planning and delivery outcomes.

• Ensure customer expectations, deadlines and commitments align with operational capabilities.

• Support the team in managing complex customer enquiries, challenges and escalations.

• Strengthen existing customer relationships and identify opportunities for sustainable revenue growth.

• Monitor team performance, customer service metrics and opportunities for continuous improvement.

• Foster a positive, collaborative and accountable team culture.

What we’re looking for

Proven management experience is essential. We need someone who has successfully led teams, developed people and delivered measurable improvements in performance.

• Minimum 3 years' experience in a management role, ideally leading a customer service, internal sales or account management team.

• Demonstrated success in coaching, mentoring and developing employees.

• Strong leadership skills, including performance management, accountability and team development.

• Experience implementing processes and improving customer service standards.

• Excellent communication and interpersonal skills, with the ability to build strong relationships across departments.

• A collaborative, solutions‑focused approach to resolving challenges.

• Strong organisational skills and the ability to manage competing priorities in a deadline‑driven environment.

• Commercial awareness and an understanding of how excellent customer service contributes to business growth.

• Confidence using performance data to identify opportunities and drive improvements.

Experience in the printing industry would be a significant advantage, particularly an understanding of large‑format digital printing, production processes, materials and lead times.

What we offer

• An established customer base and consistent inbound demand.

• The opportunity to lead and develop an existing Customer Service team.

• Strong support from senior leadership and operations.

• Genuine influence over team development, processes and customer experience.

• A collaborative environment where your leadership can make a measurable difference.

• Competitive remuneration reflective of experience and capability.

Ready to lead?

If you're an experienced people leader who enjoys coaching teams, improving processes and building strong relationships across a business, we'd love to hear from you.

Join Vivad and help us build a stronger, more capable and customer‑focused team.

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