Customer Experience Manager

2 days ago

Redfern, Australia The Aje Collective Full time

**Description**:
Aje was created in 2008 to translate the effortless Australian lifestyle into fashion.
Designed for an elegance grounded in ease, our garments empower our customers to feel relaxed, assured and beautiful.
Our company strives to invite freedom of self-expression in each architectural store environment, bringing our customers a confidence and beauty that elevates their every day to an occasion.
Join icon fashion house Aje as a Customer Experience Manager at our Aje Head Office in Redfern.
**About this opportunity**:
**People**:

- Management of the Customer Care team, fostering an environment that exhibits Aje Collective culture and values and creates a friendly, upbeat atmosphere where customer service is consistent with brand standards
- Manage the productivity of the Customer Care team through the communication of clear expectations on a weekly basis with regular progress conversations and completing the annual appraisal process.
- Regularly review the roster in line with HR requirements to drive business and customer performance.

**Customer**:

- Utilise internal customer insights to drive strategic and operational improvements in the customer experience across loyalty, multiple channels, collective brands, products, sales, and service.
- Motivate the Customer Care team to exceed defined KPIs and encourage high customer satisfaction.

**Operations**:

- Implement efficiency-led processes across customer interaction, solutions, and voice systems
- Maintain close working relationships with the Supply Chain team and E Commerce team to improve processes that achieve greater customer outcomes, reply, and resolution times.
- Provide feedback directly to the Ecommerce team on opportunities discovered on the websites.
- Research, propose, implement, and manage software or 3rd party tools to improve Customer Service.

**Reporting**:

- Review, monitor, and report on team performance in line with Customer Care KPI's and highlights
- Regular competitor analysis and commentary around market-leading opportunities
- Complete regular post-action reviews for presentation to Channel Leads and relevant senior stakeholders, highlighting successes, key learnings and further action required

**You will bring**:

- 2+ years’ experience in a Senior Customer Service Management position.
- A minimum of 5+ years working in a Customer Service team.
- Passion for motivating teams to exceed individual, team, and customer goals.
- A passion for operational excellence and inherent curiosity to understand business systems.
- Flexibility with rostered hours to meet the demands of the role to support business performance.
- Proven stakeholder engagement both at a senior level and from your direct team.
- Experience working closely with third-party logistics suppliers and warehouses.

What do we offer?
- Generous salary packaging
- It is hard not to embrace the Aje style with generous employee discounts, staff wardrobes, pre-order programs, clothing allowances and regular sample sales
- Your growth is our growth, training and development programs are recommended and encouraged
- Career progression
- Celebrate milestones such as, Birthdays with Aje leave benefits
- Access to our comprehensive Employee Assistance Program designed to support your wellbeing
- No key achievement and success goes unnoticed
- Referral incentives

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