Customer Experience Manager

FULL-TIME

 

Purpose

The Sheet Society are currently looking for a driven and energetic Customer Experience Manager to become part of our fast-growing brand. Help shape the future of one of Australia fastest growing brands, work directly alongside the founders and be an integral part of the brand’s growth. This is a key leadership position responsible for the amazing experience of our customers across in-store retail and customer service support.

 

About you

Minimum 5 years in customer experience, ecommerce and retail

In depth knowledge of customer service and ecommerce platforms and retail operations

Experience managing a team of 4 or more people

You have a genuine passion for getting the best out of people and creating a fun and collaborative team environment

A passion for accuracy, attention to detail, and a love for organising and finding efficiencies

You have a passion for delivering an amazing customer experience

You are self-motivated and a team player, you love to see everyone succeed, and have fun in the process

 

What you will be doing


CUSTOMER EXPERIENCE

Inspire lead and develop a world class customer service and in-store retail team across our Brunswick and Abbotsford sites.

Responsible for the hiring, onboarding and continual training and development of the team.

Develop team training materials and customer support process guidelines, to ensure consistency.

Develop a culture of wowing customers, achieving service levels and issue resolution times, that are simply unheard of.

Champion the views of customers and report on trends and feedback to share internally to improve everything we do.

Define team KPIs and build reporting and dashboards to track progress

Implement strategies and lead projects to continually improve the experience of our customers and the efficiency of our internal processes.

Bring to life the voice of the business by instilling brand tone of voice in all communications

Drive initiatives to encourage customer loyalty & engagement

Collaborate with Marketing and Operations on all activations, product launches and instore/ online events.

Use of CRM/ email to provide automated messaging and updates to customers

 

RETAIL MANAGEMENT

Responsible planning and rostering Casual, Part Time and Full Time staff in store, and online support coverage.

Ensuring goals and sales targets are met by maximising sales metrics and reviewing salesperson performance

Ensure each touchpoint across the customer journey is engaging efficient and effective. The offline and online experiences should flow seamlessly.

Developing efficient processes for in store and online returns, exchanges and click & collect.

Execute community engagement events and brand activations.

 

GENERAL

Pitching in - whether in-store or on the phones, or dealing with escalated tickets, we’re a small team and the role will be very hands on.

 

Benefits

Join a small but passionate team of hustlers from of our newly renovated office and warehouse in Brunswick and beautiful retail store in Abbotsford.

Free onsite parking in Brunswick, good coffee, and a ton of decent uber eats lunch options.

Be a part of an energetic and fast-growing brand where every day is different, every achievement is celebrated, and we’re only just getting started.


No need to buy that plane ticket to Europe just to impress your Insta followers. Just snap a pic of these and let them wanderlust away.




Customer Experience Manager

FULL-TIME

 

Purpose

The Sheet Society are currently looking for a driven and energetic Customer Experience Manager to become part of our fast-growing brand. Help shape the future of one of Australia fastest growing brands, work directly alongside the founders and be an integral part of the brand’s growth. This is a key leadership position responsible for the amazing experience of our customers across in-store retail and customer service support.

 

About you

Minimum 5 years in customer experience, ecommerce and retail

In depth knowledge of customer service and ecommerce platforms and retail operations

Experience managing a team of 4 or more people

You have a genuine passion for getting the best out of people and creating a fun and collaborative team environment

A passion for accuracy, attention to detail, and a love for organising and finding efficiencies

You have a passion for delivering an amazing customer experience

You are self-motivated and a team player, you love to see everyone succeed, and have fun in the process

 

What you will be doing


CUSTOMER EXPERIENCE

Inspire lead and develop a world class customer service and in-store retail team across our Brunswick and Abbotsford sites.

Responsible for the hiring, onboarding and continual training and development of the team.

Develop team training materials and customer support process guidelines, to ensure consistency.

Develop a culture of wowing customers, achieving service levels and issue resolution times, that are simply unheard of.

Champion the views of customers and report on trends and feedback to share internally to improve everything we do.

Define team KPIs and build reporting and dashboards to track progress

Implement strategies and lead projects to continually improve the experience of our customers and the efficiency of our internal processes.

Bring to life the voice of the business by instilling brand tone of voice in all communications

Drive initiatives to encourage customer loyalty & engagement

Collaborate with Marketing and Operations on all activations, product launches and instore/ online events.

Use of CRM/ email to provide automated messaging and updates to customers

 

RETAIL MANAGEMENT

Responsible planning and rostering Casual, Part Time and Full Time staff in store, and online support coverage.

Ensuring goals and sales targets are met by maximising sales metrics and reviewing salesperson performance

Ensure each touchpoint across the customer journey is engaging efficient and effective. The offline and online experiences should flow seamlessly.

Developing efficient processes for in store and online returns, exchanges and click & collect.

Execute community engagement events and brand activations.

 

GENERAL

Pitching in - whether in-store or on the phones, or dealing with escalated tickets, we’re a small team and the role will be very hands on.

 

Benefits

Join a small but passionate team of hustlers from of our newly renovated office and warehouse in Brunswick and beautiful retail store in Abbotsford.

Free onsite parking in Brunswick, good coffee, and a ton of decent uber eats lunch options.

Be a part of an energetic and fast-growing brand where every day is different, every achievement is celebrated, and we’re only just getting started.


No need to buy that plane ticket to Europe just to impress your Insta followers. Just snap a pic of these and let them wanderlust away.


Apply now

If this sounds like the perfect role for you, please submit your application via email to
work@thesheetsociety.com 

Subject title must include your name, and the role you're applying for.
Email includes a brief summary about why you're perfect for the role.
Resume attached as a PDF.
Bonus points for also submitting a written reference letter.



Customer Experience Manager

FULL-TIME

 

Purpose

The Sheet Society are currently looking for a driven and energetic Customer Experience Manager to become part of our fast-growing brand. Help shape the future of one of Australia fastest growing brands, work directly alongside the founders and be an integral part of the brand’s growth. This is a key leadership position responsible for the amazing experience of our customers across in-store retail and customer service support.

 

About you

Minimum 5 years in customer experience, ecommerce and retail

In depth knowledge of customer service and ecommerce platforms and retail operations

Experience managing a team of 4 or more people

You have a genuine passion for getting the best out of people and creating a fun and collaborative team environment

A passion for accuracy, attention to detail, and a love for organising and finding efficiencies

You have a passion for delivering an amazing customer experience

You are self-motivated and a team player, you love to see everyone succeed, and have fun in the process

 

What you will be doing


CUSTOMER EXPERIENCE

Inspire lead and develop a world class customer service and in-store retail team across our Brunswick and Abbotsford sites.

Responsible for the hiring, onboarding and continual training and development of the team.

Develop team training materials and customer support process guidelines, to ensure consistency.

Develop a culture of wowing customers, achieving service levels and issue resolution times, that are simply unheard of.

Champion the views of customers and report on trends and feedback to share internally to improve everything we do.

Define team KPIs and build reporting and dashboards to track progress

Implement strategies and lead projects to continually improve the experience of our customers and the efficiency of our internal processes.

Bring to life the voice of the business by instilling brand tone of voice in all communications

Drive initiatives to encourage customer loyalty & engagement

Collaborate with Marketing and Operations on all activations, product launches and instore/ online events.

Use of CRM/ email to provide automated messaging and updates to customers

 

RETAIL MANAGEMENT

Responsible planning and rostering Casual, Part Time and Full Time staff in store, and online support coverage.

Ensuring goals and sales targets are met by maximising sales metrics and reviewing salesperson performance

Ensure each touchpoint across the customer journey is engaging efficient and effective. The offline and online experiences should flow seamlessly.

Developing efficient processes for in store and online returns, exchanges and click & collect.

Execute community engagement events and brand activations.

 

GENERAL

Pitching in - whether in-store or on the phones, or dealing with escalated tickets, we’re a small team and the role will be very hands on.

 

Benefits

Join a small but passionate team of hustlers from of our newly renovated office and warehouse in Brunswick and beautiful retail store in Abbotsford.

Free onsite parking in Brunswick, good coffee, and a ton of decent uber eats lunch options.

Be a part of an energetic and fast-growing brand where every day is different, every achievement is celebrated, and we’re only just getting started.


Apply now

If this sounds like the perfect role for you, please submit your application via email to
work@thesheetsociety.com 

Subject title must include your name, and the role you're applying for
Email includes a brief summary about why you're perfect for the role
Resume attached as a PDF
Bonus points for also submitting a written reference letter

Apply now

If this sounds like the perfect role for you, please submit your application via email to
work@thesheetsociety.com 

Subject title must include your name, and the role you're applying for
Email includes a brief summary about why you're perfect for the role
Resume attached as a PDF
Bonus points for also submitting a written reference letter