Overview
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At Total Beauty Network (TBN), we're passionate about creating innovative, ethical and high-performing beauty brands that customers love. Our portfolio includes some of Australia's most recognised beauty brands including INIKA, DB, RAWW and Colour by DB, distributed across Australia and more than 35 countries globally. We're a fast-moving, entrepreneurial business that values curiosity, innovation and continuous improvement. As we continue to grow, we're looking for a people-focused leader who is passionate about delivering exceptional customer experiences and driving operational excellence.
About the Role
We're looking for an energetic and customer-obsessed Customer Service Manager to lead our Customer Service team and help elevate the customer experience across our B2B and B2C channels. This is an exciting opportunity for someone who has developed strong customer service leadership skills and is ready to take the next step in their career. Whether you're currently a Team Leader, Supervisor, Senior Customer Service Representative or an emerging Manager, we're looking for someone with a passion for people leadership, operational excellence and customer experience.
Reporting to the Head of Operations, you'll lead a small, high-performing team while identifying opportunities to improve processes, leverage technology and implement AI-driven solutions that enhance both the customer and employee experience. You'll be hands-on, highly collaborative and passionate about helping your team succeed. Your role will be instrumental in ensuring our customers receive exceptional service while helping the business continuously improve the way we work.
Key Responsibilities
* Lead, coach and develop the Customer Service team to deliver exceptional service outcomes
* Foster a positive, customer-first culture across all customer interactions
* Monitor team performance, service levels and customer satisfaction metrics
* Support the team with escalations and complex customer enquiries
* Partner closely with Sales, Operations, Warehouse, Finance, Marketing and Ecommerce teams
* Identify opportunities to improve processes, systems and workflows
* Leverage AI and automation tools to improve efficiency and enhance the customer experience
* Analyse customer feedback and operational data to identify trends and opportunities
* Ensure accurate and timely processing of customer orders and enquiries
* Contribute to continuous improvement initiatives across the business
About You
We're less focused on the number of years you've held a management title and more interested in finding someone who loves customer service, enjoys leading people and is ready to take the next step in their leadership journey.
You'll bring:
* Experience leading, coaching, mentoring or developing team members within a customer service environment
* Strong operational and organisational skills with the ability to manage competing priorities
* The confidence to lead a team, drive accountability and create a positive team culture
* A continuous improvement mindset and curiosity for finding smarter ways of working
* An interest in AI, automation and technology-enabled customer service solutions
* Excellent communication and stakeholder management skills
* Strong problem-solving and decision-making capability
* Experience working in a fast-paced environment where adaptability is key
A positive, proactive and collaborative approach
Role Fit
* Customer Care Supervisors
* Senior Customer Service Representatives with leadership experience
* Customer Experience Team Leaders
* Emerging Managers looking to take the next step in their career
Experience within FMCG, retail, beauty, consumer goods, wholesale distribution or ecommerce environments will be highly regarded.
Why Join TBN
At TBN, our people are at the heart of everything we do. We offer a supportive, collaborative environment where you\'ll have the opportunity to grow your career, make a genuine impact and work with some of Australia\'s most loved beauty brands.
* Career development and genuine opportunities for growth
* Onsite parking
* Weekly yoga sessions
* Birthday leave
* Access to our Employee Assistance Program (EAP)
* Generous staff discounts and complimentary products
* A collaborative, innovative culture where your ideas are valued and encouraged
Most importantly, you\'ll be joining a business that genuinely cares about its people, customers and brands.
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