"Every piercing is a unique experience, a personal piece of art to elevate your style and make a statement"
SkinKandy is the global destination for body piercing and piercing accessories. With a portfolio of over 100 stores, our highly trained specialists are dedicated to making our client's piercing dreams a reality, and their experience unforgettable.
With a focus on providing world leading, exceptional service, we want to ensure our clients feel safe, stylish and empowered to be their true selves with our #freetobe brand spirit
The role
As Customer Experience Manager, you'll own the end-to-end customer experience across SkinKandy's in-store and online channels. You'll provide hands-on leadership to our HQ-based Customer Support team, ensuring every enquiry, booking, piece of feedback, e-commerce interaction and return is handled efficiently, professionally, and in line with SkinKandy's brand standards.
This role plays an integral part in shaping how customers experience SkinKandy, from their first interaction through to post-purchase support.
Key Accountabilities
* Lead the day-to-day operations of the HQ Customer Support function, managing inbound enquiries across phone, email, social media, live chat and online platforms
* Plan and manage workforce, succession and seasonal rostering to support store growth and prepare for international expansion
* Own the customer journey across both in-store and online touchpoints, identifying friction points and driving continuous improvement
* Analyse trends, risks and opportunities across our booking engine, website, online feedback systems and rosters, escalating key insights and recommendations to senior leadership
About you
You bring a strong background in retail and/or customer service, with proven experience leading a customer support or customer experience team. You're big on customer service, but commercially minded resulting in exceptional service with operational efficiency and business outcomes.
If guiding teams to deliver outstanding customer experiences excites you, and you have the skills above, we want to hear from you