Add expected salary to your profile for insightsAre you ready to join Australia's most iconic eCommerce brand, in a team whose mission is to wrap the world in unmatched cosiness, make everyone ridiculously happy, and rethink comfort as a way of life?The Oodie is a leading brand in wearable blankets, and we are looking for passionate and innovative individuals to help us spread warmth and joy worldwide. Known for our ultra-soft Oodies that are perfect for lounging, our mission is to bring comfort and happiness into every home. If you have a love for unique, fun products and a drive to be part of an energetic, creative team, we want you to join The Oodie family and be a part of something truly special!Our Customer Experience Manager plays a key role in making sure every customer who interacts with The Oodie feels supported, heard, and delighted. This role leads both our awesome in-house CX team and our external call centre partners, with a focus on lifting the bar when it comes to service, systems, and overall customer happiness.Reporting to our Chief Operating Officer, you'll work closely with teams across the business to make sure our customer experience supports growth, builds loyalty, and reflects what we’re all about as a brand.This is a super exciting opportunity for someone who’s passionate about people, obsessed with great service, and loves turning feedback into real, meaningful improvements. If you thrive on optimising processes, empowering teams, and making customers smile then you’ll love it here!The Role:Leading and supervising the in-house CX teamLeading by example with a customer first attitude but also considering impact to businessSetting goals and KPIs for the team, in line with the larger OKR goals and monitor progressWork with team to develop strong macros and automated flows, build out SOPS and data knowledge base, continuing to review and editing as requiredManage external relationshipsWork closely with the offshore call centre account manager to ensure best practice and a high level of customer service is achievedWork in close partnership with CX platform to ensure new features are rolled out and optimised, always looking for opportunities to improve on current processesReporting and KPI managementConduct regular reporting on the health of the CX team performanceSet and monitor KPIsConduct regular quality assurance audits and review performance with agents as requiredContinuous improvement in the CX space, identifying new areas of development in technology within current platforms and outside of current systems.Skills and ExperienceSeveral years prior experience in a similar roleA highly collaborative and customer centric service background requiredAt The Oodie, we believe that taking care of our team is just as important as delighting our customers. Working at The Oodie looks like:50/50 Split working of minimum 2 or 3 days a week in the office and rest WFHDavies Dreamball giving our teams the chance to win $ on milestone eventsDiscount on everyone's favourite product, ensuring you stay cosyGreat office environmentWe invest in our team members in learning & development through the yearWe live and breathe our values of Owning our Business, Giving a sh*t, Doing Cool Things That Make our Customers Happy, Opening the door for Others, and Saying how it is, respectfullyWe work as one close knit teamWe are Great Place to Work certified!How do your skills match this job?Your application will include the following questions:Which of the following statements best describes your right to work in Australia?How many years' experience do you have as a customer services manager?Do you have customer service experience?What's your expected annual base salary?How much notice are you required to give your current employer?Retail & Consumer Products 51-100 employees
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