Head of Customer Service

7 months ago

Sydney, Australia THE ICONIC Full time

**Head of Customer Service**

Since 2011, THE ICONIC has redefined the future of retail in Australia and New Zealand. As the #1 fashion e-commerce & lifestyle destination in the region, our e-commerce platforms provide an inspiring and seamless end-to-end customer experience through our own technology innovations.

Working at THE ICONIC means joining a diverse and dynamic community of over 1,000 people working towards our purpose "create a better way for people to shop". This diversity is at the heart of everything we do and gives real meaning in creating a positive impact in the world, from our ethical sourcing and sustainability strategies to our community engagement and diversity.

**Customer Service at THE ICONIC**

Our Customer Service Team loves delighting our customers and this passion leads us to go above and beyond every day, in every way. This team is a zestful, high performing bunch, motivated by improving the customer experience by challenging the status quo.

**What you will do**

Reporting into the Chief Marketing Officer, you will lead in delivering exceptional customer experiences across all touchpoints and interactions and serve as the chief architect of our customer experience strategy.
- Develop and articulate a comprehensive customer experience strategy.
- Lead THE ICONIC 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 e a world-class customer experience team, attracting top talent and fostering a culture of collaboration, accountability, and continuous improvement.
- Provide strategic 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 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**
- Minimum of 10 years of leadership experience within a customer service team with a demonstrated track record of success in driving customer-centric initiatives and leading large teams.
- Proven ability to lead and inspire cross-functional teams, with strong leadership, coaching, and mentoring skills.
- Exceptional strategic thinking and vision, with the ability to develop and execute customer experience strategies 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.

**Life at THE ICONIC**

From our ways of working to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it People are our greatest asset and our ICONITE experience is designed to empower you to do your best work.

**Here's what to expect when you join THE ICONIC**:

- **Flexible working**. We offer a hybrid and flexible working model so you can do your best work in a way that works for you
- **The learning collective**. Get your knowledge fix with our learning days and hackathons
- **Parents at THE ICONIC**. Access to our parental leave program and an extra day off for your kids' first day of school every year
- **Birthday leave**. Enjoy a paid day off for your birthday and an ICONIC voucher to treat yourself
- **Curate your style**. No matter what your style is, we have got you covered with our Amazing staff discount and our famous sample sales
- **Wellbeing**. Access to our discounted gym memberships and wellbeing programs
- **People first**. Access to our Employee Assistance Program for you and your family
- **Volunteer days**. Work as a Charity Partner with Thread Together for society and environmental change.
- **Furry friend**. We are a dog friendly office for anyone who wants to bring their fur baby to work.
- **Refer a friend**. Enjoy a $4,000 referral reward for successfully placing a referral

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