Customer Experience Manager
Kennedy Reid ·www.kennedyreid.com.au
Apply direct
We're partnering with one of Australia's leading fashion retail groups to recruit a Customer Experience Manager to join their Head Office in Rosebery. Home to multiple well-known retail brands, this business has built an outstanding reputation across Australia and New Zealand and continues to invest heavily in innovation, customer experience and digital growth.
This is an exciting opportunity to lead a close-knit team of five Customer Experience Representatives who support customers across phone, live chat and email. You'll play a key role in ensuring every customer interaction reflects each brand's unique voice while continuously improving service delivery and team performance.
About the Role
Reporting to the Group General Manager, you'll oversee the day-to-day operations of the Customer Experience team while helping shape the future direction of the function. You'll coach and develop your team, manage service performance and partner with teams across Retail, Digital, Logistics, Finance and IT to deliver a seamless customer journey.
This role offers a great mix of hands-on leadership, operational management and continuous improvement.
Key Responsibilities
You'll be an experienced Customer Service or Customer Experience leader who enjoys coaching teams and creating outstanding customer experiences.
You'll bring:
Apply now or contact Kennedy Reid for a confidential discussion.
This is an exciting opportunity to lead a close-knit team of five Customer Experience Representatives who support customers across phone, live chat and email. You'll play a key role in ensuring every customer interaction reflects each brand's unique voice while continuously improving service delivery and team performance.
About the Role
Reporting to the Group General Manager, you'll oversee the day-to-day operations of the Customer Experience team while helping shape the future direction of the function. You'll coach and develop your team, manage service performance and partner with teams across Retail, Digital, Logistics, Finance and IT to deliver a seamless customer journey.
This role offers a great mix of hands-on leadership, operational management and continuous improvement.
Key Responsibilities
- Lead, mentor and develop a team of five Customer Experience Representatives
- Manage customer enquiries across phone, live chat and email, ensuring consistently high service standards
- Drive team performance through coaching, KPI management and regular one-on-one development
- Support the resolution of complex customer enquiries and escalations
- Partner with multiple retail brands to ensure customer communications align with each brand's tone of voice
- Identify opportunities to improve processes, customer satisfaction and operational efficiency
- Support CRM, AI and automation initiatives to enhance the customer experience
- Analyse customer feedback and reporting to identify trends and drive continuous improvement
- Work collaboratively with Retail, Digital, Logistics, Finance and IT to deliver an exceptional end-to-end customer journey
You'll be an experienced Customer Service or Customer Experience leader who enjoys coaching teams and creating outstanding customer experiences.
You'll bring:
- Previous leadership experience within Customer Service, Customer Experience or Contact Centre environments
- Experience leading small teams in a fast-paced customer-focused environment
- Strong coaching and people development skills
- Experience managing KPIs, service levels and team performance
- Excellent communication and stakeholder management skills
- A passion for continuous improvement and finding smarter ways of working
- Experience with CRM systems and customer reporting will be highly regarded
- A passion for Fashion highly desirable
- Join one of Australia's leading retail groups
- Work with a portfolio of recognised fashion and lifestyle brands
- Lead a supportive, high-performing team
- Opportunity to influence the future customer experience strategy
- Modern Head Office based in Rosebery
- Genuine career progression within a successful and growing organisation
- Salary up to $110+ super
Apply now or contact Kennedy Reid for a confidential discussion.
Frequently asked questions
Who is hiring for the Customer Experience Manager role?
Kennedy Reid is hiring for the Customer Experience Manager position, a Shazamme client. Apply directly on the employer's career site.
Where is the Customer Experience Manager job located?
The Customer Experience Manager role with Kennedy Reid is based in Sydney, NSW, AU.
Is the Customer Experience Manager role full-time or contract?
This is a full time position at Kennedy Reid.
What experience level is the Customer Experience Manager role?
The Customer Experience Manager position is aimed at mid-level candidates.
How do I apply for the Customer Experience Manager role at Kennedy Reid?
Apply directly on Kennedy Reid's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.