Customer Experience Manager

2 weeks ago


St Peters, Australia SHEIKE Full time

Join our world.

Start your SHEIKE career today as the Customer Experience Manager. In this exciting role, you will lead & drive the Customer Experience strategy.

You will working closely across all departments to ensure decisions are made with the customer at the forefront of every decision. You will manage & educate a team of Customer Care agents to deliver an exceptional online experience, as well as be the central point of contact in managing, responding to &solving all in-store and online customer enquiries.

**A little about the role...**
- Lead, manage & educate the Customer Care Team
- Review & implement new practices or strategies to ensure the customer is at the heart of everything we do
- Develop & deliver the customer care roadmap
- Alongside the Head of Online and Head of Retail, People & Culture, collaborate to set and define financial objectives and the operational SLAs of the department.
- Provide the highest level of verbal and written customer support, in a timely manner by utilising Zendesk Ticketing, Live Chat, Facebook Messenger & Talk systems.
- Be an escalated point of contact for customers contacting SHEIKE support office and respond to professionally and with due courtesy to resolve their concern to the highest standard
- Understand general retail law in relation to sales of goods, faulty goods, refunds, pricing and service expectations and be able educate the retail teams as required
- Work with Retail and Online Stakeholders to provide a seamless 360° customer experience both instore and online
- Consistently identify areas of opportunity to improve performance through new processes and technologies

**We are looking for...**
- 2+ years’ relevant experience in a Customer Service Management or leadership role
- Previous experience within the retail space
- Advanced communication skills including excellent verbal & written English
- Ability to manage key stakeholder relationships effectively
- Strong leadership skillset
- Experience with managing previous customer service platforms such as Zendesk or similar

**As part of SHEIKE, you will enjoy...**
- 50-60% off staff discount
- On-site parking
- FlareHR discounts & benefits
- WFH options
- Corporate gym discount
- An inclusive & positive company culture
- Opportunities for career growth



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