Hybrid Customer Care Lead, E‑Commerce & CX Strategy

PVH Brands Australia; Sydney; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Generous discounts on Calvin Klein/Tom

Paid parental leave

Medibank corporate discount

Headspace membership

Employee Assistance program

Referral bonus

Summertime hours

Team activities calendar

Job summary

PVH is seeking an experienced Customer Care Manager (Assistant Manager, Customer Care) to lead a team of 6 representatives and drive a best-in-class customer experience across our E‑Commerce sites and partner channels.

You will coach, mentor and manage daily customer care activities, ensuring enquiries and orders are resolved efficiently while upholding PVH values and service standards. The role is based at 388 George Street, Sydney, and is a full-time hybrid position.

Qualifications

• 5+ years experience leading a team of Customer Care Representatives.
• Strong Zendesk experience with ability to interpret data to optimise workflows.
• Experience with E-Commerce platforms and ERP systems (Magento, SFCC, SAP is a bonus).
• Proficient in Microsoft Office and able to collaborate with cross-functional teams.

Responsibilities

• Lead, coach and develop a team of Customer Care Coordinators.
• Oversee customer interactions, order management and issue resolution across channels.
• Define CSAT targets and review data to drive improvements.
• Analyse weekly/monthly reporting on CSAT, dispatch and returns across all channels.
• Rostering and resourcing to meet volumes; ensure timely order processing and returns.

Skills

Leadership

Communication

Collaboration

Problem-solving

Organised

Tools

Zendesk

Magento

SFCC

SAP

ERP systems

Microsoft Office

Job description

PVH is seeking an experienced Customer Care Manager (Assistant Manager, Customer Care) to lead a team of 6 representatives and drive a best-in-class customer experience across our E‑Commerce sites and partner channels.

You will coach, mentor and manage daily customer care activities, ensuring enquiries and orders are resolved efficiently while upholding PVH values and service standards. The role is based at 388 George Street, Sydney, and is a full-time hybrid position.