Customer Happiness Manager

7 months ago

Melbourne, Australia DECIEM Full time

**WHAT ON EARTH IS DECIEM?**

Known as “The Abnormal Beauty Company”, DECIEM is the parent company of The Ordinary, NIOD, and other beauty brands & is an industry disruptor with a science-first approach to innovation. DECIEM was Co-Founded in 2013 by the late Brandon Truaxe, a visionary who set out to change the beauty industry through authenticity and transparency. He developed DECIEM to be a happy family (of people and beauty brands), rooted in kindness, creativity, diversity, and respect, alongside Co-Founder and CEO, Nicola Kilner.

We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us

**WHAT WE’RE LOOKING FOR**

We are looking for a highly motivated, organized and enthusiastic Customer Happiness Manager who will lead and support our Australian Customer Happiness team, based across Melbourne & Sydney. A passionate interest in the beauty industry is desired.

The is a hybrid role, working 2 days a week (Tuesdays & Wednesdays) from our Port Melbourne office.

As we approach the busiest time of year: Slowvember Campaign in November & Christmas, we are looking for someone who is available to start as soon as possible

**WHAT YOU’D BE DOING IN THIS ROLE**
- Supervise Customer Happiness team members, responsible for the operations of the team results and customer experience, ensuring that proper policies and procedures are followed
- Liaise with the Head of Customer Happiness on team initiatives such as recruitment, development discussions and develop the team to exceed targets across the department
- Plan, prioritize and delegate work tasks to ensure the proper functioning of the department
- Track customer complaints resolutions and provide feedback where necessary
- Collaborate with team members in sharing experiences, best practices, and outcomes to enhance overall team knowledge
- Manage customer relationships while handling complex and escalated customer experience issues
- Investigate and triage issues with team members who are unable to resolve, bring forth and assist in providing a solution
- Communicate important corporate initiatives to the team, ensuring full understanding of company objectives and vision
- Effectively use business tools to monitor team performance, quality, and adherence

**SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE**
- 4+ years of customer service experience is required
- 3+ years of leadership experience in customer service support is required
- Strong problem solver and negotiator which is an asset to resolving complex customer service cases
- Demonstrated ability to work well under pressure, managing conflicting priorities and tight deadlines

**WHAT YOU’LL BE GAINING BY JOINING OUR TEAM**

There’s a lot of good stuff that comes along with being a DECIEM team member. Here’s a few of our favourite perks and benefits, in no particular order
- Generous Vacation & Personal Days, plus additional time off for volunteering in your community, voting, peaceful protesting, celebrating your birthday, and more.
- 6 months of paid time off for new parents (inclusive of all genders).
- Work from anywhere for 4 weeks per year.
- A hybrid work model (for applicable roles).
- Summer Fridays - get off at 1pm all summer long (for applicable roles).
- Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.
- Access to Development Grants & a LinkedIn Learning membership to help you keep growing and learning.
- A generous discount on DECIEM products for you, your family, and your friends.

**BUILDING GROWTH TO POWER GOOD**

We are a People First company that lives by our core values to
- Do the right thing
- Create impact
- Respect small things
- ❤️ Care too much
- Be the future

These values continue to guide us in all that we do. Along the way, we’ve been honoured to win some pretty incredible awards, including a CEW Achiever Award, Best Skincare Brand at Sunday Times Style Beauty Awards, and Most Popular Sustainable Brand by The Cosmetify Index Global. We’re still blushing

**SUSTAINABILITY AND SOCIAL IMPACT**

DECIEM’s objective is to build growth and do good things while prioritizing people, animals, and the Earth.

Our Sustainability strategy is focused on fighting climate change, improved waste management, responsible packaging, responsible sourcing and product lifecycle, and water conservation.

In 2020, DECIEM established the Good Fund to support both large and grassroots charities in response to global events.

**CREATING A HUMAN WORLD OF BEAUTY**

DECIEM is committed to diversity, equity, and inclusion (DEI) by creating meaningful, measurable change in the lives of our team members and in the communities where we operate. Achieving equality is critical to DECIEM and our future. You can learn more about our DEI commitment in our open letter, "**Belonging is the Destination, Change is the Journey**".

DECIEM is an equal-opportunity employer.

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