Customer Service Manager

Join Our Team: Customer Service Manager at Hema Group

The Hema Group is a dynamic touring, media, and marketing business specialising in the delivery of content and mapping for the outdoor / adventure travel sector operating three key business streams across mapping, media & events.

The business operates several industry-leading brands (including; Hema Maps, A247, Camper Australia, Caravan World, and Outdoor) which each engage with a niche industry segment to connect with and engage consumers. The Hema Group brands deliver products and content both digitally and in print with a diverse selection of magazines, books, mobile applications, and websites with over half a million customers interacting with them regularly.

Hema Group is looking for a dynamic Customer Service Manager who’s ready to lead the charge in transforming our Customer Service. If you’re a strategic thinker with a knack for leading teams, and you thrive on making real connections and fostering loyalty, this is the role for you!

About the Role

The Customer Service Manager will be instrumental in forging and executing a strategic vision that places customer satisfaction, loyalty, and advocacy at the core of our operations. This pivotal role involves collaborating closely with the General Manager - Sales & Marketing to craft and implement a Customer Service strategy that aligns with our growth goals and market expansion. You will be charged with nurturing a customer-first ethos, streamlining service operations, and leading a high-performing team dedicated to providing exceptional customer experiences.

Key Responsibilities

• Strategic Leadership: Develop and execute a comprehensive Customer Service strategy across B2B and B2C segments, ensuring alignment with the Hema Group's growth objectives.
• Stakeholder Engagement: Forge and maintain solid relationships with internal and external stakeholders, acting as a key liaison and champion for customer needs and feedback.
• Service Excellence: Oversee the development and execution of Customer Service policies and procedures, utilising analytics to drive strategic improvements in service and customer engagement.
• Operational Optimisation: Implement a continuous improvement framework to enhance service delivery, ensuring agility and responsiveness to customer needs.
• Strategic Analysis & Reporting: Utilise data to inform strategic decisions, improve service quality, and foster customer satisfaction, maintaining a dashboard of key performance indicators for real-time insights.
• Team Leadership & Development: Lead, mentor, and develop a dedicated team, fostering an environment of accountability, continuous learning, and professional growth.
• Office Management Responsibilities: Oversee office administrative functions, including facilities management, and internal communication, ensuring smooth day-to-day operations and supporting the broader team’s productivity.

Who We Are Looking For

We are on the lookout for a Customer Service Manager who embodies the following qualifications and traits:

• Proven Leadership: Minimum three years in Customer Service management, showcasing ability to drive results, business acumen, and manage scalable teams.
• Analytical Capability: Strong in strategic planning, operations, and identifying areas for improvement, with the ability to convert insights into actions.
• Communication Excellence: Outstanding communication skills, integrity, and the ability to build relationships and foster team engagement.
• Operational Expertise: Organized, proactive, with experience in NPS/Hubspot preferred, emphasising planning and operational skills.
• Adventure Enthusiasm: A passion for the outdoors and adventure, aligning with our brand and engaging our customer base.

This role is ideal for a strategic thinker who is passionate about crafting and leading initiatives that resonate with customers and drive company growth. At Hema Group, we are committed to pioneering new pathways and achieving excellence together. If you're ready to steer our Customer Service strategy towards new horizons, we would love to have you on board.

Apply Now to Shape the Future of Customer Experience at Hema Group.