National Customer Care Manager

3 weeks ago

Melbourne, Victoria, Australia Lineage Logistics Full time

Lineage is the world's largest temperature-controlled industrial REIT and logistics solutions provider, with a global network of over 400 facilities, spanning 25 countries across North & South America, Europe and Asia-Pacific.

Working at Lineage is not just a job - it's an opportunity to innovate and put your mark on how food moves from the farm to dinner tables around the world. As a member of the Lineage team, you are a critical link in the food supply chain.

The Asia-Pacific region currently includes Australia, New Zealand, Vietnam, Sri Lanka, and Singapore employing nearly 3000 team members.

National Customer Care Manager

As we continue our growth across the Asia-Pacific region, we are seeking a National Customer Care Manager to establish and lead a best-in-class customer care function in Australia.

The purpose of the role is to lead the customer service operations across Australia, to ensure customers receive a reliable, consistent, and excellent level of support enhancing customer retention.

This newly created position is a key strategic appointment, shaping how we deliver a seamless, customer-centric experience.

The Opportunity

Reporting to the Director of Business Development, Australia, you will lead both strategic and operational customer care initiatives, working closely with senior operations and sales leaders. This role will drive standardized, efficient, and innovative customer care processes while building and developing a high-performing team.

Key Responsibilities:
  • Establish and implement a national customer care model to enhance customer experience.
  • Recruit, train, and lead a high-performing customer care team.
  • Drive process standardization and improvements using data insights and lean methodology to enhance service efficiency.
  • Partner with Sales, Operations, and Revenue Management to optimize customer satisfaction and profitability.
  • Support new customer onboarding and ensure smooth adoption of technology platforms like Salesforce Service Cloud and Lineage Link.
  • Act as a strategic business partner, influencing key stakeholders and championing customer experience across the organization.
What We're Looking For:
  • Extensive experience in a customer-facing leadership role (FMCG, logistics, or similar industry preferred).
  • Proven success in developing, managing, and training customer service teams.
  • Expertise in implementing customer service frameworks and driving process improvements.
  • Strong analytical and problem-solving skills with the ability to work in a complex, national matrix environment.
  • Experience with Salesforce Service Cloud and leading change management initiatives.
  • Ability to travel up to 50% of the time.
Why Join Us?
  • Build from the ground up – Shape the future of customer care in Australia and beyond.
  • Work with a global leader – Collaborate with experts across the Asia-Pacific region, and beyond.
  • Make an impact – Play a pivotal role in driving a customer-first culture in a growing organization.
  • Join a values-driven business focused on safety, trust, respect, innovation, and servant leadership.

Lineage is more than just a cold storage logistics business. We're focused on being a vibrant, innovative, and progressive employer where all our teams work safely, harmoniously, and efficiently toward a common purpose - transforming the food supply chain to eliminate waste and help feed the world.

Lineage is dedicated to building a diverse, inclusive, and authentic work environment and encourages applicants from all backgrounds to apply.

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