AddressA manufacturer and distributor of sports apparel seeks a Senior Lead - Customer Service to be based in their office in Cremorne.
- International manufacturer and distributor of sports apparel
- Flexible hybrid work model
- Great employee perks and discounts
- Great work culture and a collaborative team environment.
At A Glance:
Our client is excited to offer the role of Senior Lead - Customer Service to a strategic, passionate and service oriented team player who will lead the Customer Service team. You will lead a growing team of 13 (and growing) based in Melbourne and interact with cross-functional stakeholders from around the world. With your strategic mindset, your exceptional problem-solving skills and your experience in leading teams you lay the foundation for the future growth of the business. You'll be reporting directly into the APAC Head of Operations.
Key Responsibilities:
- Deliver Best-in-Class Customer Service: Empower sub-teams to achieve their mission of delivering happiness across all channels, ensuring a seamless customer experience.
- Lead by Example: Act as a role model by coaching your team on solution-oriented and efficient ways of working in a fast-paced environment.
- Drive Efficiency: Support the team in automating and streamlining processes during this phase of hyper growth.
- Define and Analyse Metrics: Define, analyse, and report key success metrics (Service Level Agreements, customer satisfaction, Net Promoter Scores, response time, backlog, phone coverage). Identify business priorities and translate them into actionable strategies for team development.
- Strategic Planning and Hiring: Take a leading role in the strategic planning of future team growth and oversee the hiring process.
- Cross-Functional Collaboration: Drive cross-functional projects and discussions with leadership teams in Operations, Sales, Retail, Finance, and Marketing to ensure smooth collaboration.
About You:
- Experience: 5+ years in a leadership role within Customer Service or Sales Operations, preferably in a multicultural environment.
- Team Leadership: Proven ability to build and lead high-performing teams in an agile, hyper-growth environment.
- Industry Insight: Strong understanding of industry needs, challenges, and Customer Service trends.
- Communication Skills: Excellent communication skills
- Leadership Style: Proactive, inspiring, and detail-oriented team leader with a collaborative, organised, and reliable working method.
- Data-Driven: A natural desire to rethink, question, and optimize Customer Service operations using data-driven insights.
Please submit your application and CV through the 'APPLY NOW' button or contact Ann Richards Goh on ***************@hudson.com if you have any queries about the role.
