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Customer Experience Team Leader

4 months ago

Adelaide Region SA, Australia Ryderwear Full time

Posted: 01/08/2023

Closing Date: 28/08/2023

Job Type: Permanent - Full Time

Location: Adelaide

Job Category: Customer Service

South Australian born & bred, Ryderwear is proudly one of the leading functional gym wear & shoe brands in Australia. Established in 2009, Ryderwear has since grown to be a globally recognised online retailer.

Our mission is to inspire people to live their best life through fitness. We do this by providing inspiration, encouragement and motivational activewear. We do what we do because we want to make a positive impact on the world. Our staff are passionate and work together as a team to deliver on our mission and take everything we do to the next level.

**JOB TITLE**:Customer Experience Team Leader

**JOB TYPE**:Full time

**LOCATION**: Adelaide SA

**SUPERVISOR/MANAGER**:CEO

**PURPOSE OF ROLE**:To deliver best in class Customer Service to Ryderwear Customers and overseeing and managing Ryderwear’s ecommerce websites. This role is responsible for maintaining and optimising the website to increase online sales.

**MAIN DUTIES/RESPONSIBILITIES**:

- Lead the Ryderwear Team of customer experience consultants providing coaching, support and development.
- Act as the escalation point for complex investigations and customer complaints
- Help assess standard operating procedures and workflows to identify ways to improve customer service
- Provide backfill to the Customer Experience Team as and when required
- Act as the key liaison between our Ryderwear Customers and Ryderwear HQ
- Monitor and drive exceptional performance resulting in positive NPS and Trustpilot reviews
- Investigate and solve customer service issues and complaints in a timely manner
- Optimise visual merchandising, functionality and user experience
- Ensure the entire website user experience including design, navigation, categorisation checkout funnels and promotions is continually evolving and kept up-to-date
- Work collaboratively with other stakeholders in marketing, customer service and logistics to implement changes to the website, drive growth and increase sales
- Ensure all backend follow up is done for every purchase

**SKILLS & EXPERIENCE**

**Experience**:

- At least 2 years’ experience in a team leader role particularly in a retail e-commerce environment
- Demonstrated people management capabilities

**Skills**:

- Ability to effectively communicate processes and procedures and map out customer journeys
- Attention to detail
- Successful in managing competing priorities /stakeholders
- Effective and collaborative managerial skills
- A self-starter attitude with a drive to overachieve on targets
- Ability to lead by example and hold their team accountable
- Excellent communication skills; able to present data confidently

**WHY WORK FOR US**
- Be part of a GREAT team
- Welcome voucher to start you on your Ryderwear clothing addiction
- Staff discounts
- Gym membership
- Passionate, collaborative, dynamic team
- Onsite parking
- Birthday vouchers
- And best of all you can wear activewear to work every day