Senior Customer Experience Manager (14 month parental leave contract)

Job Description

Senior Customer Experience Manager (14 month parental leave contract) Direct message the job poster from Cue Clothing Co. Since 1968, Cue Co. has been at the forefront of Australian fashion. Our two iconic brands, Cue and Veronika Maine, continue to proudly uphold that Australian heritage and celebrate that legacy, while continuing to evolve to meet the needs of a modern, aspirational consumer. We are a passionate and committed team, with a dynamic and entrepreneurial culture, which creates many and varied opportunities to grow and develop. Key Responsibilities Manage customer satisfaction by leading the Customer Care team to deliver exceptional customer service with efficient and prompt resolutions to queries in line with business SLAs and established KPIs. Review business SLAs and Customer Care KPIs regularly, adjusting as necessary to ensure realistic and achievable. Conduct weekly reviews of the Customer Care team’s performance, providing guidance and support to help team members achieve targets. Conduct regular audits of team responses to identify gaps in training and policy understanding. Ensure responses address both the needs of the customer and the business, remaining consistent with company policy and customer first attributes. Review, update, and maintain all automated and draft customer responses and help centre FAQ knowledge articles. Support the eCommerce team by highlighting customer information updates required on the website. Hold monthly meetings to discuss best practice, concerns, suggestions, and opportunities. Provide regular business updates to the Marketing and Digital Director on customer ticket statistics and reporting. Ensure a positive customer experience by identifying common themes and devising solutions for improvement in collaboration with relevant head office departments. Lead the development and execution of a comprehensive strategy to optimise customer experience and improve customer satisfaction. Monitor and review all Customer Satisfaction reviews, surveys, and ratings. Liaise with the eCommerce team to improve the online experience based on customer feedback. Review and recommend system improvements as opportunities to improve customer experience. Manage seamless fulfillment and dispatch of click and collect and delivery orders. Ensure the customer care team action and clear on hold, flagged and unable to fill orders daily in the order orchestration dashboard, Warehouse, Shopify, and Smarthub platforms. Monitor click and collect and delivery orders to ensure stores are fulfilling orders within business SLAs and provide feedback to the area management team as necessary. Liaise with the eCommerce team on stores that should be switched on or off from online fulfilment based on Area Manager concerns around staff or system errors. Review order fulfillment history reporting at stores and identify areas for improvement, liaising with the area management team and Head of Retail. Manage and lead the customer care team to provide support to stores on customer related queries that may include the below: Loyalty requests Orders and purchases Feedback Website or infinity issues impacting customers and POS functions authorizations outside of policy. Educate and mentor store team members to ensure understanding of company policy and procedures. Collaborate closely with Head of Retail to identify opportunities for improvement. Ensure appropriate feedback is provided to the Area Management team to facilitate an improved customer experience. Lead, develop, mentor, and identify talent within the Customer Care team. The Ideal Candidate 5+ years of experience as a Customer Service Manager, with proven success in leading and mentoring high-performing teams. Experience in developing and executing customer experience (CX) strategies to drive satisfaction and operational efficiency. Strong ability to analyse customer feedback and implement solutions that align with business objectives. Someone that lives and breathes our values of: Intentional Real Brave Fun Agile Benefits: Staff clothing allowance Opportunity to work 1 day from home Discount across Cue and Veronika Maine product Yearly wellness day Social Committee events and initiatives If you are interested, please apply today, or send your resume to Natasha Rodrigues – Seniority level Mid-Senior level Employment type Full-time Job function Customer Service, General Business, and Other Industries Retail, Retail Apparel and Fashion, and Consumer Services #J-18808-Ljbffr