About the company
Our client is a globally recognised premium coffee brand with over a century of heritage, founded in Italy. The business operates internationally across retail, food service and direct‐to‐consumer channels, with a strong focus on quality, customer experience and operational excellence. In Australia, the team runs with a lean, collaborative structure while working closely with European headquarters. With a recent route to market change and a Salesforce rollout underway, the local team is entering a key phase of growth and uplift.
About the role
The Customer Care & Experience Lead will take ownership of the customer care function, managing one direct report and partnering closely with internal teams and a third‐party customer service provider. You will oversee the resolution of customer issues, escalations, claims and order management, while supporting route‐to‐market and product updates. A key focus will be driving the Salesforce rollout within customer service, embedding processes and ensuring the team is aligned and prepared. The role requires a hands‐on, solutions-focused approach while maintaining strong collaboration with European stakeholders across time zones.
Skills and expertise required
We are looking for a confident, proactive leader who thrives in a lean, cross‐functional environment. You must have hands‐on experience with Salesforce and SAP, the ability to manage third‐party providers effectively, and the maturity to resolve issues independently. Strong communication skills, adaptability, and the ability to build virtual relationships with international stakeholders are essential. Experience in FMCG or other regulated/service‐led industries is beneficial but cultural fit, accountability, and an ownership mindset are prioritised.
Six Degrees Executive acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.
Should you require assistance in your interactions with us or through a recruitment process, please let us know so we can provide adjustments for you.
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