Customer Service Director

1 week ago

Melbourne, Victoria, Australia Sharp and Carter Full time
Head of Customer Service, Australia and New Zealand

A leading global FMCG organization is seeking a seasoned professional to lead its customer service efforts in the ANZ region. As Head of Customer Service, you will be responsible for shaping customer experience strategies and driving transformation across a diverse onshore and offshore team.

Key Responsibilities:
  • Customer Service Leadership: Drive customer satisfaction and loyalty by simplifying complexity and enhancing service strategies.
  • Team Management: Lead a large team, providing coaching and guidance to achieve high performance and personal growth.
  • Cross-Functional Collaboration: Work closely with sales, marketing, and operations to align customer goals with business objectives.
  • Continuous Improvement: Analyze customer feedback and identify areas for improvement, staying updated on industry trends and technologies.
  • System Oversight: Manage system tools and processes to ensure minimal downtime and optimal customer experience.
Team Leadership & Development:
  • Recruit, Train, and Develop Teams: Meet business demands by recruiting, training, and developing high-performing teams.
  • Lead by Example: Reward top performers and manage underperformance, ensuring compliance with corporate policies and ethical standards.
Reporting & Communication:
  • Provide Regular Updates: Share key performance indicators and progress towards targets with internal teams.
  • Collaborate with Internal Teams: Deliver insights on market and customer intelligence to drive business decisions.
Qualifications & Experience:
  • Leadership Experience: 5-10 years of experience in customer service leadership, preferably within global matrix organizations.
  • Team Management: Proven track record of managing both onshore and offshore teams.
  • Commercial Acumen: Strong commercial acumen and ability to operate in a complex, evolving environment.
Skills & Attributes:
  • Results-Driven: Strong leadership and organizational skills, with a results-driven approach.
  • Excellent Communication: Excellent communication and negotiation abilities.
  • Integrity: Strong integrity and high professional standards.

This is an exciting opportunity to join a dynamic, respected global organization and shape the future of customer service. Apply today and take the first step towards a challenging and rewarding career.

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