Customer Service Manager

Job Title:

Customer Service Manager

Department:

Customer Service

Primary Location:

Ultra Football, Melbourne

Reports to:

Head of Planning, Merchandise & Supply Chain

Work Pattern / Hours:

Full-Time

Direct Reports:

Customer Service Team

Key Relationships:

Retail; Operations; E-Commerce; Brand/Marketing; Finance; Partner Brands

About Ultra Football:

Ultra Football is the ultimate destination for football fans, offering an unrivalled range of football gear and merchandise from the world's top brands. As the largest multi-branded football store globally, we pride ourselves on fuelling the passion for football in every customer that walks through our doors or visits our online store. Our commitment goes beyond retail; we are dedicated to growing the love and culture of football throughout Australia, making the beautiful game even more accessible to fans of all ages.

The Role:

The Customer Service Manager will lead and oversee all aspects of Ultra Football's customer service operations across in-store, online, and post-purchase touchpoints. This role requires a proven leader with at least 10 years' experience in customer service management, ideally in retail or e-commerce, with a passion for creating exceptional customer experiences.

This individual will be responsible for developing service strategies, managing the customer service team, setting and achieving KPIs, and ensuring customer satisfaction remains at the core of Ultra Football's business.

Key Responsibilities:

Leadership & Strategy

·      Lead and develop the customer service team to deliver consistently high levels of service.

·      Create and implement customer service policies, processes, and training programs.

·      Foster a culture of customer-first thinking across the organisation.

Customer Experience

·      Oversee customer interactions across all channels (in-store, email, phone, chat, social media).

·      Ensure all inquiries, complaints, and escalations are resolved promptly, effectively, and with empathy.

·      Monitor customer sentiment and implement strategies to improve satisfaction, reviews and loyalty.

Operational Excellence

·      Develop service standards that align with Ultra Football's brand values.

·      Collaborate with Retail, Operations, and E-Commerce teams to improve the end-to-end customer journey.

·      Refine existing or introduce new customer service technologies (CRM, ticketing systems) to improve efficiency and tracking.

Performance & Reporting

·      Track, analyse, and report on service metrics such as response times, resolution rates, NPS, and CSAT.

·      Identify trends and insights from customer feedback to inform product, retail, and service improvements.

·      Prepare monthly reports for management highlighting successes, challenges, and opportunities.

Team Development

·      Recruit, train, and mentor a high-performing customer service team.

·      Conduct regular performance reviews and coaching sessions.

·      Encourage continuous learning, product knowledge, and professional development.

Cross-Functional Collaboration

·      Work closely with the Club Zone teamwear and production teams to ensure club partners and community customers receive outstanding service and ongoing support.

·      Partner with Retail and Operations to streamline processes around returns, and warranties.

·      Act as the voice of the customer within internal meetings, advocating for improvements.

Qualifications:

Minimum 10 years' experience in customer service, with at least 5 in a leadership/managerial role.

Proven track record of driving customer service improvements in a retail or e-commerce environment.

Skills:

Exceptional leadership and team management skills.

Strong interpersonal and communication abilities (both written and verbal).

Proficiency in customer service platforms (CRM, ticketing, live chat).

Highly organised, with excellent problem-solving and decision-making abilities.

Ability to remain calm and effective under pressure.

Passion for football and understanding of fan culture is highly desirable.

Role KPIs:

Customer Satisfaction (CSAT / NPS)

Track and improve satisfaction scores across all service touchpoints.

Response & Resolution Times
:

Ensure inquiries and complaints are handled within agreed SLAs.

First Contact Resolution
:

Improve the rate of customer queries resolved without escalation.

Team Performance
:

Monitor team productivity, training compliance, and employee engagement.

Customer Retention & Loyalty

Increase repeat purchase rates and reduce churn through excellent service.

Process Efficiency

Drive continuous improvement in workflows, reducing service costs while maintaining quality.