Retail Customer Care Manager

4 days ago

Canterbury, Australia Snooze Full time

**Perks of the job**
- Work with an amazing, passionate and talented team of individuals
- Ongoing training, development, support & office activities
- Join an iconic brand with quality products and exceptional service
- Enjoy employee discounts across all our brands
- Hybrid work (once role established)

**Compliance**
- Disseminate written policies and procedures related to compliance activities regarding ACL guidelines
- Consult with General Counsel as necessary to address difficult legal compliance issues
- File appropriate compliance reports with regulatory agencies
- Identify compliance issues that require follow-up or investigation
- Review communications such as sales, marketing and advertising as part of the compliance sign-off process
- Design and direct the development or implementation of compliance-related policies and procedures

**Customer Service**
- Manage and maintain documentation of compliance activities, such as complaint escalations received and investigate and assist with outcomes
- Manage social media communications for Snooze brand specific to inbound customer communications
- Maintain communication regarding service issues; mediate between suppliers, franchise partners and customers
- Manage timely communications with customers and ensure all customer communications are properly addressed
- Address incoming social media comments within 24 hours

**Franchise Partner Communication**
- Provide guidance on compliance topics, policies or procedures related to customer service: at the induction process and on an on-going basis, as required
- Redress (or Resolve) customer issues that Franchisees are unable to provide satisfactory resolution with management involvement

**Training**
- Provide training and guidance to the Customer Care Coordinator on compliance topics, policies or procedures related to customer service
- Train new Franchisees on compliance and customer service procedures and processes

**Systems**
- Assist in the identification, development and maintenance of any customer database as a communication platform that works seamlessly with stores and internal stakeholders
- Verify that software technology is in place to adequately provide monitoring of customer contacts with Snooze

**To be considered for this role, you must have**:

- A working background in retail franchising is preferred
- At least three-five years in a similar role preferred
- An exceptional level of Excel proficiency
- High levels of English literacy
- The ability to communicate at all levels, across multiple channels
- High-level planning and organisation with a strong service approach and attention to detail
- The ability to work both autonomously and co-operatively with others and contribute in a team environment
- A positive can-do attitude to work

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