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Senior Customer Experience Manager

Black Milk Clothing - Brisbane Grove, NSW

Customer Service & Call Centre
Source: uWorkin

Source: uWorkin


We are currently looking for an experienced Senior Manager to lead our customer experience team . We pride ourselves on going above and beyond with our customers. Our ethos is to think like a customer and communicate with them in the same way as we do our friends.

In this role you will be responsible for developing and driving the customer experience strategy, programs and initiatives ensuring a focus on customer engagement and memorable experiences. Coach, inspire and manage the customer experience team who handle all inbound communications from customers and community members. Provide direction and leadership to the team to enable a shift from reactive customer interactions to proactive customer engagement across all touch points inclusive of developing and implementing sales targets; while ensuring the team’s focus is adding value to the overall customer experience.

On a day to day basis you will:

  • Lead the ‘‘Think like a customer’ mindset across the business to drive change and influence consistency in customer experiences
  • Scope and pilot a proactive sales generation program inclusive of sales targets that adds to value the customer experience
  • Provide support and training to the team to deliver on sales targets in a BlackMilk way that is in line with our values
  • Financial management within area of responsibility
  • Work collaboratively across the organisation to enhance our customer service performance and ensure the customer voice is considered in business decisions.
  • Support the Customer Experience Lead to act as key customer advocate to identify opportunities to improve customer experience across all channels and touch points (through business and customer engagement, research and metrics), providing actionable insights for operational teams to address. 
  • Manage customer experience measurement and reporting platform(s) and lead the review of customer experience KPIs 
  • Benchmark customer experience KPIs more broadly, outside the sector, and keep abreast of global consumer trends and research;
  • Journey map customer experiences to determine future customer experience state maps strategy development and delivery of long term business efficiencies.
  • Work with the Marketing Director to drive and implement the loyalty strategy, identify opportunities to improve customer retention rates and create memorable customer experiences.
  • Develop and coach a high performance and engaged team of customer focussed professionals ensuring individual skills are supported in order to drive the required outcomes for the business.
  • Manage all inbound communications from customers and community members via all touch points including email, live chat and social media platforms.
  • Develop and maintain a close working relationship between customer experience and social content team sharing all relevant information whilst ensuring consistency in our voice to our customers
  • Champion our core values within the team and particularly as it applies to our customer relationships
  • Provide support to the team with customer enquiries and be a point of escalation as required
  • Oversee the customer returns process
  • Liaise with postal services for order tracking and KPIs
  • Generate and analyse of monthly reports providing recommendation for continuous improvement to our service
  • Management of team WHS and ensure compliance with all relevant company policies
  • Involvement with customer events as required

To be successful in this role your will have:

  • Experience managing a customer service team, ideally in a fashion retail environment
  • Experience in a email driven customer service environment preferred
  • Reporting, forecasting and analysis skills
  • Experience in retail sales management
  • Strong and effective people manager
  • Highly developed written and verbal communication skills
  • Strong interpersonal skills required to provide customers with tailored assistance
  • Business savvy with confidence to make informed decisions 
  • Ability to collaborate with other and manage relationships
  • Ability to build rapport quickly
  • Passionate with a fun and energetic outlook to work and life
  • Ability to identify incremental sales opportunities
  • Innovative approach with the ability to inspire others the challenge the traditional ways of providing customer service

What's in it for you?

  • Exciting and fast paced environment
  • Dynamic team full of awesome and talented people
  • A job you'll love, where no 2 days are the same

Brisbane Grove, NSW

Customer Service & Call Centre


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