Customer Experience Manager WOW Recruitment are searching for a Team Leader or Customer Service Manager looking to take their next step. This is an opportunity to join a well-established eCommerce and gifting business in a Customer Experience Manager position, overseeing customer service operations across multiple brands. This role will suit someone who enjoys balancing leadership with day-to-day involvement - someone who can roll up their sleeves while also driving meaningful operational improvements. You’ll play a key role in shaping the customer experience function, introducing stronger reporting and accountability. What’s in it for you? Opportunity to make a genuine impact and shape the Customer Experience function The ability to drive change and influence senior leadership Join a business that's growing year on year Staff product discounts Parking onsite Bonuses You will be: Leading and developing a team of 4 Customer Service professionals, creating greater structure, accountability and engagement Managing customer experience and ticket management across three brands Handling customer complaints and escalations while improving service outcomes Introducing better customer experience processes, efficiencies and operational improvements Building dashboards, reporting and meaningful CX metrics/KPIs to improve visibility and performance Working closely with senior leadership, contributing ideas and recommendations to improve customer outcomes Supporting customer enquiries and phones when required in a hands-on role Overseeing light office administration including supplies and team event coordination Navigating a fast-paced peak trading environment during the Christmas period You are: An experienced Customer Service Team Leader/Manager with a track record of leading great teams Someone who enjoys building structure, processes and accountability in evolving environments Comfortable balancing strategy with a hands-on approach to day-to-day operations Experienced using customer service and eCommerce systems such as Gorgias, Zendesk, Shopify, Klaviyo Confident working with reporting, dashboards, metrics and service improvement initiatives Resilient, adaptable and able to thrive in high-volume, fast-paced environments Comfortable influencing stakeholders and contributing ideas at a leadership level If this sounds like the role for you please APPLY NOW or contact Caitlin - [email protected] // Ph: 02 8320 0683