Consumer Experience Specialist

Join a global leader in sporting goods and outdoor performance. Amer Sports is home to iconic brands like **Wilson**, **Salomon**, and **Arc’teryx**, known for their innovation, quality, and connection to world-class athletes and passionate lifestyle consumers. With brand headquarters in Chicago (Wilson), Annecy (Salomon), and Vancouver (Arc’teryx), our ANZ team operates from a vibrant new facility in Moorabbin, Melbourne. We’re a dynamic group of professionals committed to delivering exceptional consumer experiences—and we’re growing

We’re currently seeking a **Customer Experience Specialist** to join our team on a full-time capacity. This is a fantastic opportunity to work with premium brands and gain hands-on experience in digital commerce, customer engagement, and VIP guest management.

**About the Role**

As a key member of the Customer Experience team, you’ll help customers fall in love with our brands by delivering outstanding service across digital channels. With your focus being on Arcteryx and Salomon, you’ll collaborate with our eCommerce team to improve the online shopping experience and high touch relationship management.

**Requirements**:
**Key Responsibilities**
- **Order & Return Management**: Ensure smooth processing of orders and returns by following established protocols.
- **Warranty Claims**: Assess and process customer warranty requests with care and accuracy.
- **Product Expertise**: Become a go-to advisor on our products, helping customers find the perfect fit for their needs.
- **Performance Goals**: Contribute to achieving monthly KPIs and team targets.

**VIP Guest Experience (Golden Guests)**

You’ll also be the primary liaison for our **Golden Guests**—a select group of VIP customers—ensuring they receive a premium, personalized experience that reflects our brand values.

**Responsibilities include**:

- Managing all direct communication with Golden Guests, including onboarding, quarterly outreach, event invitations, and responding to inquiries.
- Delivering high-touch service that aligns with brand tone and values.
- Supporting the planning and execution of Golden Guest events, including on-site assistance.
- Maintaining the Golden Guest tracker with communication logs, personal details, purchase history, event attendance, and gifting activity.
- Sharing guest insights and feedback with internal teams to help shape future activations.
- Collaborating with the CRM & Loyalty Manager to refine and execute the Golden Guest program roadmap.

**What You Bring**
- **Passion for Sports & Outdoors**: You’re enthusiastic about our products and the active lifestyle they support.
- **Curiosity & Drive**: You’re eager to learn, stay updated on tools and trends, and understand how brands operate.
- **Customer Insight**: You understand consumer behaviour, media habits, and shopping preferences.
- **Exceptional Communication**: You’re confident and personable in both written and verbal interactions, with a warm and professional tone.
- **Relationship Building**: You excel at creating meaningful connections with customers, especially VIPs, and understand the importance of personalized service.
- **Event Support Skills**: You’re comfortable assisting with planning and hosting exclusive events, ensuring every detail contributes to a premium experience.
- **Team Collaboration**: You build strong relationships with colleagues and partners, and contribute positively to team culture.
- **Tech Savvy**: Comfortable with Excel and data sets; experience with SAP is a plus.

**Benefits**

**Why Join Us?**
- Work with globally recognized brands in a fast-paced, supportive environment.
- Gain exposure to digital commerce and cross-functional collaboration.
- Enjoy product discounts and other great perks.
- Be part of a fun, energetic, and open-minded team.

**Ready to make an impact?