Customer Experience Manager
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.
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
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
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.
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.
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.