Group Customer Experience Leader (Remote Fridays)

GAZMAN; Melbourne; Hybrid; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Competitive salary package

Generous product allowance

50% discount across Gazman, Perri Cut

Free onsite parking

Work from home every Friday

Professional training and development

Friendly team environment

Job summary

Gazman is seeking an experienced Group Customer Support Manager to elevate our customer experience across all brands. You will lead the customer support function, transforming it from a traditional service team into a strategic CX capability.

Reporting to the General Manager – Digital & Customer, you will drive operational excellence, technology optimisation, automation and AI initiatives while delivering exceptional experiences across every interaction.

Qualifications

• You will lead customer support and customer experience initiatives across brands.
• You should have 5+ years in leading Customer Support/Experience or Contact Centre teams.
• You will manage omnichannel operations and drive process improvements.
• You should be proficient in analytics to drive business decisions.
• You should have experience with Zendesk or similar platforms.

Responsibilities

• Develop and execute customer support and CX strategy.
• Lead and inspire a high-performing Customer Support team.
• Drive service excellence across all customer touchpoints and brands.
• Identify pain points and implement improvements with stakeholders.
• Own KPIs including CSAT, SLA, response times and first contact resolution.
• Lead optimisation of Zendesk and related customer support technologies.
• Develop automation, AI and self-service initiatives.
• Deliver customer insights to senior leadership.
• Drive processes to reduce enquiries and improve performance.

Skills

Leadership

Omnichannel operations

Stakeholder management

Data-driven decisions

Change management

Collaboration

Innovation

Tools

Zendesk

Shopify

ERP systems

Job description

Gazman is seeking an experienced Group Customer Support Manager to elevate our customer experience across all brands. You will lead the customer support function, transforming it from a traditional service team into a strategic CX capability.

Reporting to the General Manager – Digital & Customer, you will drive operational excellence, technology optimisation, automation and AI initiatives while delivering exceptional experiences across every interaction.