Customer Experience Manager WOW Recruitment are searching for a Team Leader or Customer Service Manager looking to take their next step. This is an opportunity to join a well-established eCommerce and gifting business in a Customer Experience Manager position, overseeing customer service operations across multiple brands. This role will suit someone who enjoys balancing leadership with day-to-day involvement - someone who can roll up their sleeves while also driving meaningful operational improvements. You'll play a key role in shaping the customer experience function, introducing stronger reporting and accountability. What's in it for you?
* Opportunity to make a genuine impact and shape the Customer Experience function
* The ability to drive change and influence senior leadership
* Join a business that's growing year on year
* Staff product discounts
* Parking onsite
* Bonuses
You will be:
* Leading and developing a team of 4 Customer Service professionals, creating greater structure, accountability and engagement
* Managing customer experience and ticket management across three brands
* Handling customer complaints and escalations while improving service outcomes
* Introducing better customer experience processes, efficiencies and operational improvements
* Building dashboards, reporting and meaningful CX metrics/KPIs to improve visibility and performance
* Working closely with senior leadership, contributing ideas and recommendations to improve customer outcomes
* Supporting customer enquiries and phones when required in a hands-on role
* Overseeing light office administration including supplies and team event coordination
* Navigating a fast-paced peak trading environment during the Christmas period
You are:
* An experienced Customer Service Team Leader/Managerwith a track record of leading great teams
* Someone who enjoys building structure, processes and accountability in evolving environments
* Comfortable balancing strategy with a hands-on approach to day-to-day operations
* Experienced using customer service and eCommerce systems such as Gorgias,Zendesk, Shopify, Klaviyo
* Confident working with reporting, dashboards, metrics and service improvement initiatives
* Resilient, adaptable and able to thrive in high-volume, fast-paced environments
* Comfortable influencing stakeholders and contributing ideas at a leadership level
If this sounds like the role for you please APPLY NOW or contact Caitlin - //Ph:02 8320 0683 #J-18808-Ljbffr