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Head of Customer Care Transformation
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locations
Victoria
time type
Full time
posted on
Posted 5 Days Ago
job requisition id
R011201
A newly created opportunity to join the Leadership team as our Head of Customer Care Transformation. Spearhead the evolution of our customer service landscape, ensuring MECCA remains at the forefront of delivering unparalleled experiences to our valued customers. The Role You Could Play Reporting to the Chief Digital Officer, you will play a pivotal role in shaping and executing our service strategy, driving continuous improvement across online and remote channels to enhance departmental performance and elevate MECCA's customer-first ethos. You’ll lead our dedicated team across Australia and New Zealand, providing strategic guidance to uphold our commitment to exceptional customer experiences. Your role involves developing and implementing robust contact centre and customer service strategies, staying informed about emerging trends, and prioritizing initiatives to drive broader departmental objectives. You'll lead the identification and implementation of innovative tools and technologies to enhance service delivery while leveraging data insights to continually enhance customer satisfaction. Collaboration across departments is key as you deliver regular updates and reports to senior stakeholders, offering actionable insights and recommendations. You'll manage BAU and project budgets effectively, ensuring resources are allocated efficiently to support our mission of delivering unparalleled service. What You Will Bring To shine in the role of Head of Customer Care Transformation at MECCA, you will have proven experience driving strategic transformations within a Customer Care environment. In our ever-evolving digital landscape, your ability to anticipate trends and introduce innovative tools to enrich customer service will be critical for success. You will have a passion for cutting-edge optimizations to support our growth across various channels, utilizing AI to improve efficiency, and implementing tools to ensure we are meeting and maintaining MECCA-mazing customer experiences. You’ll bring strong leadership and have worked in developing high-performing teams and fostering a positive and people first culture. Your Life At MECCA Whilst we are singularly focused on our #CustomerFirstmantra, we know
that wouldn’t be
possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way! Some of our other team member benefits include: Professional development programs and first-class digitised learning offering Health and well-being initiatives Reward and recognition programs Access to bonus and incentive programs Quarterly product allowance Up to 40% discount There are also so many other ways in
which you’ll be
made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way. To learn more about life at MECCA Brands, follow us on LinkedIn at
MECCA Brands
or @lifeatmecca and for all current opportunities, visit
http://www.mecca.com.au/careers
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Posted Today Since our very first day in 1997, our purpose has been to enable our customers to look and feel their best by offering them the world’s best line-up of beauty and skin-care brands, coupled with exceptional service. Fast forward to today, and we have almost 5,000 MECCA team members across 100+ retail stores throughout Australia and New Zealand, a rapidly growing online business, two Distribution Centres, and a bustling Support Centre in the heart of Melbourne working to deliver on our purpose every single day. Our ongoing growth is fuelled by opening new stores and reaching new customers, launching new products, and harnessing the latest technology to constantly innovate and evolve our concepts, experiences, and service offerings. Whether you join MECCA in one of our Retail stores , our Support Centre
or one of our Distribution Centres, you will be an integral part of the MECCA family.
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