Head of Customer Services- Country Road Group
4 days ago
The role
The Head of Customer Services is responsible for the strategic direction of the Customer Service team, leading the Customer Service roadmap and developing and driving forward strategic initiatives and projects for continuous improvement.
Reporting to the GM of Digital & Customer, you will lead the Customer Service roadmap and developing and drive forward strategic initiatives and projects for continuous improvement.
Based in Melbourne with a hybrid mix of time in the office and from home, this role will suit a highly commercially astute and passionate leader.
Key responsibilities will include;
- Create the Customer Service strategy and roadmap with input from Brand MDs for a considered approach
- Develop and drive the implementation of all new Customer Service initiatives and projects in coordination with team
- Improve customer experience across all channels
- Empower team to lead specific high priority projects in CRG’s journey of Customer Service transformation
- Support the Customer Service Manager in delivering a customer-first approach
- Support the Customer Service Operations Manager in maintaining a relevant and cost-effective workforce profile of the Customer Service team
- Maintain positive working relationships cross-functionally to move forward Customer Service strategy, in connection with Brand strategy
- Support Customer Service Manager and Customer Service Operations Manager with escalated queries
- Coach, develop and lead a high performing team with 3 direct reports
- Support BAU work as required
- Act in accordance with Company Code of Ethics and Shared Values
- Proven experience as a Customer Service Manager with project implementation or strategic accountability
- Prior experience utilising a workforce management online system, implementation of this experience is desirable
- Extensive experience leading a large team, preferably within Customer Service
- Prior experience of managing budgets and reporting to senior leaders within a Company
- Excellent communication and leadership skills
- Visionary view of future state Customer Service structure and operations
- Experience with Customer Service software for understanding of best practice
- A clear “people-first” approach
- Excellent commercial acumen
Why work for us?
- A competitive remuneration package, including an annual bonus incentive
- Generous employee discounts across David Jones, Country Road, Mimco, Trenery, Witchery & POLITIX brands
- Hybrid working arrangements in office and from home that provide appropriate work/life balance
- An additional day of leave for your birthday
- A supportive, highly flexible and engaging environment that will support personal and professional development
- Opportunities to support community partnerships across our Corporate Social Responsibility program
- Be a member of a company committed to sustainable practices
- Ongoing training and development to pursue individual ambitions
About Us
David Jones and the Country Road Group is Australasia’s largest department store and fashion retail group comprising of iconic brands such as David Jones, Country Road, POLITIX, Trenery, Witchery and MIMCO. Our Values include being Customer Obsessed, Collaborative, Inspirational, Responsible and Dedicated to Quality. We are looking for highly motivated and passionate individuals to be part of the Group’s evolution and support each brand to realise their full potential.
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