Customer Service Manager

DECJUBA; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

DECJUBA is seeking a Customer Service Manager to lead a high-performing team and elevate the customer experience. Reporting to the Head of eCommerce, you’ll drive continuous improvement, optimise processes, and leverage self-service and technology to enhance service delivery.

The role requires 3+ years of leadership in a fast-paced retail environment, with experience in Zendesk, Shopify or similar platforms. This is a hands-on, commercially minded leadership position based in Melbourne.

Qualifications

• Leadership experience in a high-volume customer service or contact centre environment.
• Proven ability to inspire, coach and develop teams.
• Commercially minded with a focus on improving efficiencies and customer experiences.
• Experience with Zendesk, Shopify, AP21 or similar platforms.
• Excellent problem-solving and stakeholder management skills.

Responsibilities

• Lead and develop a high-performing customer service team to deliver outstanding experiences.
• Oversee all inbound customer enquiries with timely resolutions.
• Refine processes and escalation pathways to improve efficiency and satisfaction.
• Identify self-service opportunities and leverage technology to reduce inbound enquiries.
• Collaborate with IT and vendors to deliver service improvements on time and within budget.
• Monitor KPIs and share actionable insights to drive performance.

Skills

Leadership

Customer service management

Zendesk

Shopify

AP21

Job description

At DECJUBA, we are a proud B Corp Certified Australian fashion brand with a clear vision: to make our customers look and feel amazing. Known for aspirational, effortless style, we make getting dressed every day easy. Our three brands - DECJUBA, D-LUXE Basics and DECJUBA Kids - bring that vision to life season after season. Reimagined by Tania Austin in 2008, DECJUBA is female-owned and led, with more than 1,500 team members across our global Head Office and retail stores. Today, our retail footprint spans over 170 locations across Australia and New Zealand, alongside a growing global online presence. Because when our customers feel amazing, we know we're doing what we do best.

THE OPPORTUNITY

We're on the hunt for a passionate and commercially minded Customer Service Manager to lead our customer service team and take the DECJUBA customer experience to the next level!

Reporting to the Head of eCommerce, you'll lead and inspire a high-performing team to deliver AMAZING customer service across every interaction. With a focus on continuous improvement, you'll drive operational efficiencies, introduce innovative self-service and technology solutions, and turn customer insights into meaningful business improvements.

This is an exciting opportunity for a proactive, solutions-focused leader who thrives in a fast-paced retail environment and is ready to make a real impact on how our customers connect with DECJUBA.

KEY RESPONSIBILITIES

• Lead with impact: Inspire, coach and develop a high-performing Customer Service team, fostering a collaborative culture focused on delivering AMAZING customer experiences.
• Champion customer satisfaction: Oversee all inbound customer enquiries, ensuring timely, consistent and effective resolutions that reflect DECJUBA's service standards.
• Drive service excellence: Develop and refine customer service processes, procedures and escalation pathways to improve efficiency and customer satisfaction.
• Innovate the customer journey: Identify opportunities to introduce self-service solutions that empower customers, simplify interactions and reduce inbound enquiries.
• Leverage technology: Evaluate, recommend and implement customer service technologies that enhance the customer experience and streamline operations.
• Deliver continuous improvement: Collaborate with cross-functional teams to identify recurring customer issues, address root causes and implement long-term solutions.
• Own team performance: Establish, monitor and drive customer service KPIs, using performance insights to improve productivity, service quality and team effectiveness.
• Turn insights into action: Analyse customer feedback, service trends and performance data to identify opportunities and share actionable recommendations with the wider business.
• Lead strategic projects: Partner with IT, external vendors and internal stakeholders to deliver new service solutions and technology improvements on time and within budget.

ABOUT YOU

• Minimum 3 years' leadership experience in a high-volume customer service or contact centre environment, ideally within retail.
• A passionate people leader with a proven ability to inspire, coach and develop high-performing teams.
• Commercially minded and process-driven, with a focus on improving efficiencies and customer experiences.
• Experience with Zendesk, Shopify, AP21 or similar platforms, with strong administrative and technical skills.
• Excellent problem-solving and decision-making skills, with a proactive, solutions-focused approach.
• Strong communication and stakeholder management skills, with the ability to collaborate across all business levels.
• Highly organised, detail-oriented and confident managing competing priorities in a fast-paced environment.
• Passionate about delivering AMAZING customer service and creating positive brand experiences.

WHY JOIN THE DREAMTEAM

• We are committed to providing an AMAZING working environment, empowered by five core values: Honesty, Bravery, Integrity, Innovation, and Optimism.
• We are passionate about our DREAMTEAM and committed to providing continuous growth and development opportunities.
• We aim to open the door to excited and dynamic careers in retail, with the opportunity to learn from the best in the business.
• We are experiencing a period of phenomenal growth. When we grow, you grow!

At DECJUBA, we're committed to ensuring our team reflects the diversity of our customers and our community. We recognise that we do our best work together and are focused on creating an AMAZING culture that supports our team members to be themselves and perform at their best. By creating an inclusive culture, we ensure diversity in all its forms (including all abilities, culture, race, gender, age, and sexual orientation) is welcomed and celebrated and encourage applications from all candidates.

DECJUBA are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant!