Address
Form of workAbout Us
If you're heard of FRANKIE4, you're likely aware of our dedicated community, drawn to our transformative footwear! We're all about fashionable shoes that prioritise wellness from the ground up.
Our brand and team culture are an instrumental part of our identity, achieved through seeking talented, creative, and like-minded individuals who embody the FRANKIE4 ethos. Collectively we pride ourselves in providing a dynamic, encouraging, and collaborative work environment.
The Role
Reporting directly to the Director of Retail and Customer Care, based within our Indooroopilly Retail & Customer Care office, the Customer Care Manager is passionate about customer service delivery, brand representation and empowerment of the wider Customer Care team. You will work collaboratively with other teams in the business to drive customer loyalty, increase brand advocacy and maintain our reputation for excellence.
Responsibilities
- Leadership: Lead, mentor, and empower the Customer Care team through effective goal setting and coaching.
- Strategic Rostering: Create and communicate strategic rosters, tailored to meet the needs of our customers.
- Continuous Improvement: Monitor customer feedback to proactively identify opportunities for service quality enhancements.
- Process Enhancement: Evaluate Customer Care processes and workflows, to ensure maximum efficiency.
- Collaborative Problem-Solving: Collaborate with cross-functional teams to address opportunities for customer experience improvements.
- Resolution Expert: Act as the escalation point for complex issues, ensuring swift and empathetic resolution.
- Performance Metrics: Develop and maintain performance metrics and reports to track team progress and identify areas for improvement.
- Data Analysis & Reporting: Analyse data to enhance customer satisfaction levels and operational efficiency.
About you
- Minimum of 3 years’ experience in an eCommerce Customer Care Manager role.
- Demonstrated ability to lead a team and work collaboratively to achieve targets.
- Experience in Shopify, Gorgias, Loop, and Microsoft 365 will be highly regarded.
- Ability to thrive and remain productive under pressure.
- Be flexible to work alternative days to roster, if required.
Benefits
- A generous employee discount towards our incredible range of shoes.
- Seasonal footwear gifts.
- Collaborative work environment with demonstrated internal development opportunities.
- An invitation to our annual Retail & Customer Care Managers Conference.
- A values-based culture where our people and customers come first.
- A continuously growing range of employee benefits.
- Access for you and your family to our Employee Assistance Program and Wellbeing Platform.
- Work for an organisation that loves Giving Back - FRANKIE4 supports Brainchild Foundation, The Cure Starts Now and Brain Tumor Support NZ.
- FRANKIE4 are building a more sustainable future from the ground up - and you get to be a part of it!
We’ll also need you to bring along a love for fashion, people, and a desire to be a part of something special…changing the way women experience footwear!
If you are a highly motivated and experienced professional who thrives in a fast-paced and growing environment, we invite you to apply for this exciting opportunity, giving you the chance to make a significant impact on our business and contribute to our continued success.
We call our team and customers the ‘FRANKIE4 family’—so believe us when we say we’re here for you and your safety. We are committed to creating a diverse and welcoming workplace that includes people with diverse backgrounds and experiences. People of colour, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply.
