Customer & Sales Support Manager

Job Description

Haircare Group is the trusted partner of the professional hair industry. We are proudly Australian, family-owned company with over 50 years in business, founded by a hairdresser for hairdressers. We are widely recognised as an industry leader in building brands and distributing haircare products across Australia and New Zealand. As part of our group of businesses, the Group also founded a professional haircare brand called evo. Head officed in Adelaide with the Haircare Group team, evo is a premium brand with some serious personality. Evo manufactures, distributes and retails hair and beauty products globally with teams in Australia, the US and Europe. Together, we are a team of fiercely enthusiastic, passionate professionals. We put our customers at the heart of all we do and operate with a commitment to excellence, innovation, integrity and respect for each other and our customers. What you will do Reporting into Haircare Group General Manager, you will deliver exceptional customer experiences and commercial acumen across all touchpoints and interactions and serve as the owner of our customer experience journey. Develop and articulate comprehensive customer experience plans. Collaborate and build an exceptional support service to our professional sales function. Lead and influence internal stakeholders in adopting a customer-centric mindset, instilling a deep commitment to delivering exceptional service at every touchpoint. Act as a thought leader in the field of customer experience, staying abreast of emerging trends and technologies to drive innovation and differentiation. Build a strong customer and sales support team, developing talent and fostering a culture of collaboration, accountability, and continuous improvement. Provide tactical direction and mentorship to team members, empowering them to excel in their roles and achieve their full potential. Utilise data-driven insights to develop a deep understanding of customer needs & implement performance metrics and reporting mechanisms to monitor key performance indicators (KPIs) and track progress against strategic objectives. Optimise and streamline customer service and sales support processes and workflows, eliminating friction points and enhancing efficiency. Present regular updates and reports on the state of the customer experience to various senior stakeholders, providing actionable insights and recommendations for improvement. What we are looking for 5-10 years of leadership experience within a customer service team with a demonstrated track record of success in driving customer-centric initiatives and leading teams of 10+ people. Proven ability to lead and inspire cross-functional teams, with strong leadership, coaching, and mentoring skills. Exceptional tactical thinking and insight, with the ability to develop and execute customer experience plans that drive tangible business results. Proficiency in leveraging customer insights and data analytics to inform decision-making and drive continuous improvement. Experience developing and managing budgets, forecasting resource requirements, and assessing the financial impact of customer experience investments. Proven ability to lead change initiatives and drive organisational transformation, with a focus on fostering a culture of innovation, agility, and continuous improvement. Benefits and Culture: In exchange for your expertise and contribution, we offer the opportunity to play an exciting role in this South Australian born entrepreneurial company. The role attracts a competitive salary and access to generous discounts on products, including an annual gratis product allowance. Join a team with a supportive, friendly and fast-paced team culture. We have free on-site parking and a state-of-the-art head office based in Marleston. We are committed to providing opportunities for our staff to grow and develop both personally and professionally, and we have a strong culture of promoting internal talent. This is an excellent and rare opportunity to develop a long-term career in a fun and innovative industry on a growth path. #J-18808-Ljbffr