AddressCustomer Experience Operations Manager
Since 2011, THE ICONIC has redefined the future of retail in Australia and New Zealand. As the #1 fashion e-commerce & lifestyle destination in the region, our e-commerce platforms provide an inspiring and seamless end-to-end Customer Experience through our own technology innovations.
Working at THE ICONIC means joining a diverse and dynamic community of over 1,000 people working towards our purpose “create a better way for people to shop”. This diversity is at the heart of everything we do and gives real meaning in creating a positive impact in the world, from our ethical sourcing and sustainability strategies to our community engagement and diversity.
Customer Service at THE ICONIC
Our Customer Service Team loves delighting our customers and this passion leads us to go above and beyond every day, in every way. This team is a zestful, high performing bunch, motivated by improving the Customer Experience by challenging the status quo.
What you will do
Reporting into the Head of Customer Service, you will be responsible for the below:
- Operations: Oversee the daily operations of the customer service team, ensuring efficient and effective support for customers
- Overall Team Performance: Monitor the performance of customer service teams, using metrics and data analysis to identify areas for improvement and ensure high levels of productivity and customer satisfaction
- Reporting: Prepare and present regular reports to senior management on customer service operations, including metrics, trends, and performance analysis.
- Hiring: Lead the recruitment and selection process for customer service team members, including conducting interviews, evaluating applicants, and making hiring decisions
- Cost Control: Oversee day-to-day operations and implement cost-saving measures to minimize expenditures while maximizing customer satisfaction
- Compliance: Ensure compliance with company policies and procedures, as well as legal and regulatory requirements
- Productivity Improvement: Identify opportunities for improvement and implement processes and systems to optimize customer service operations and maximize efficiency.
What we are looking for
- 3+ years experience as a CX/CS or Contact centre Operations Manager, or in a similar customer-focused role.
- Strong leadership and management skills, with the ability to motivate and mentor a team of customer service professionals.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and team members
- Proven ability to lead and inspire cross-functional teams, with strong leadership, coaching, and mentoring skills.
- Ability to use customer data and insights to drive performance across productivity and people metrics
Life at THE ICONIC
From our ways of working to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it! People are our greatest asset and our ICONITE experience is designed to empower you to do your best work.
Here’s what to expect when you join THE ICONIC:
- Flexible working. We offer a hybrid and flexible working model so you can do your best work in a way that works for you
- The learning collective. Get your knowledge fix with our learning days and hackathons
- Parents at THE ICONIC. Access to our parental leave program and an extra day off for your kids' first day of school every year
- Birthday leave. Enjoy a paid day off for your birthday and an ICONIC voucher to treat yourself
- Curate your style. No matter what your style is, we have got you covered with our Amazing staff discount and our famous sample sales
- Wellbeing. Access to our discounted gym memberships and wellbeing programs
- People first. Access to our Employee Assistance Program for you and your family
- Volunteer days. Work as a Charity Partner with Thread Together for society and environmental change.
- Furry friend. We are a dog friendly office for anyone who wants to bring their fur baby to work.
- Refer a friend. Enjoy a $4,000 referral reward for successfully placing a referral
We are committed to providing reasonable arrangements to all individuals participating in our application and interview process, and while performing job functions. If you require any accommodations or adjustments prior to the submission of your application or throughout your interview process, please contact our Talent Acquisition team directly: ***************@theiconic.com.au
