Customer Service Manager

Location: sydney
Salary: $120000 per annum
Job Type: permanent
Contact: Conor Hayden
Our client is one of Australia's fastest-growing luxury furniture brands, having established a strong reputation for premium quality products and exceptional customer experience. As the business continues to scale, they are investing in their people, systems and processes to ensure they maintain the premium experience that has become synonymous with their brand.

The Role of Customer Service Manager has been designed to bring experienced leadership into the business and provide ownership of the customer service function. Reporting directly to the founders, you will play a critical role in shaping the future customer experience strategy while remaining hands-on in the day-to-day operation. Initially leading a small team, you will be responsible for creating greater structure, accountability and process consistency as the business continues to grow.

You will act as the escalation point for more complex customer matters, while working closely with logistics, supply chain and operational stakeholders to ensure exceptional outcomes for customers.

Key responsibilities include:
  • Leading and developing the customer service function
  • Managing customer escalations and complex service-related issues
  • Creating structure, accountability and best-practice processes across the team
  • Driving continuous improvement initiatives to enhance customer experience
  • Implementing reporting, metrics and performance visibility
  • Leading team meetings, coaching and development activities
  • Working closely with logistics and supply chain teams to resolve customer issues
  • Supporting future growth plans, including expansion of local and offshore customer service resources
  • Leveraging technology and systems to improve efficiency and service outcomes

You will bring:
  • Strong customer service experience, ideally coupled with leadership or management responsibility
  • Experience operating within fast-paced, customer-centric environments
  • Excellent communication and stakeholder management skills
  • The ability to manage escalations professionally and effectively
  • A proactive, hands-on and solutions-focused approach
  • Strong organisational skills and the ability to prioritise competing demands
  • Experience improving processes and implementing greater structure within a team
  • A calm and measured approach when dealing with challenging situations

What's On Offer:
  • Opportunity to join a high-growth Australian success story
  • Newly created leadership role with significant influence and autonomy
  • Direct exposure to the founders and broader business strategy
  • Chance to build and develop a customer service function as the business scales
  • Collaborative, entrepreneurial and fast-paced environment
  • Career growth opportunities aligned with the company's expansion plans
  • Competitive salary based on experience + super
Please click APPLY NOW or to find out more, reach out to Conor Hayden on 0483 950 245 or at conorh@sde.com.au

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