Head Of Customer Care

About Brand Collective:
Brand Collective is one of Australia's most prominent apparel, footwear & sport groups, operating our omnichannel offer across 300+ stores with over 3,000 team members, a comprehensive online business and an extensive wholesale network. Our portfolio ranges from iconic heritage to timeless contemporary, from street culture to considered craftsmanship, and from private label to international luxury fashion brands. We bring brands to life! 

The opportunity:
We are thrilled to present a unique opportunity for an experienced Head of Customer Care to lead our Group Customer Care team based at our Richmond office in Melbourne.

As the Head of Customer Care, you lead the effort to ensure we deliver outstanding customer support throughout all stages of the purchase lifecycle and that our customers have a positive brand experience across all query types and contact channels. Your key responsibilities will include:

• Lead Brand Collective's Group Customer Care team, supporting 15+ retail brands across multiple time zones and contact channels.
• Optimise team resources to consistently meet and exceed service level agreements (SLAs) and key performance indicators (KPIs) across all brands and channels.
• Develop and execute a Group Customer Care strategy that promotes collaboration, accountability, and continuous improvement.
• Build and nurture a high-performing Customer Care team through effective training, onboarding, and professional development.
• Oversee the Gorgias Customer Care platform, ensuring timely and high-quality responses to tickets, emails, live chat, and phone calls.
• Conduct regular reporting and stakeholder management to optimise processes and improve customer satisfaction.

The skills and experience you offer us:

• 7+ years of experience leading a large Customer Care team, preferably in fashion retail.
• Proven ability to lead and motivate cross-functional teams with strong leadership and coaching skills.
• Strong understanding of Customer support tools, such as case management, live chat, telephony, social media, and email.
• Experience with content management systems, order management systems, and other retail tech platforms.
• Familiarity with CRM, social media, and marketing platforms.
• Knowledge of product development, supply chain, and IT processes.
• Proficient in Microsoft Office applications.
• Customer-focused mindset and a commitment to providing excellent customer experiences.
• Positive and professional attitude with strong attention to detail.
• Ability to lead, inspire, and provide growth opportunities for team members.
• Excellent communication, time management, analytical, and organisational skills.
• Strong interpersonal and problem-solving skills.
• Ability to manage and influence challenging internal and external customers.
• Excellent written and verbal communication.

The perks we offer you:

• Pet friendly workspace - yes, you can bring your dog to work!
• Generous discounts for you and your family across Brand Collective's stable of brands! That’s 50% off Reebok, Superdry, Hush Puppies, Clarks, Elka Collective and many more
• Invitations to epic sample sales
• Paid parental leave, volunteer leave, purchased leave program (ability to purchase an additional two weeks of leave per year, based on eligibility)
• Novated Leasing
• Reward and recognition program as well as generous service awards
• Recruitment referral incentives for permanent positions
• Learning and development – we want you to grow and get the most out of your role!
• Employee Assistance Program with free access to Mental Health Professionals for when times are tough

At Brand Collective our customers come from all walks of life, and so do we! We value diversity and inclusion in all forms, thus hire based on capability and performance. If you feel like your skills align with the role and company culture, apply with your current CV and Cover Letter. For bonus points, tell us why this role excites you in an optional video cover letter.

Brand Collective is officially recognised as a Great Place to Work!