Company Overview This established Australian retail brand is recognised for quality, craftsmanship, and a strong commitment to customer experience. With a values-led culture and a focus on developing its people, the business offers long-term career opportunities within a stable and growing retail environment. Role Overview Reporting to the Head of Ecommerce & Digital, the Customer Care Manager will lead the customer experience across both online and in-store channels. This is a career-focused leadership role with a strong emphasis on people management, operational excellence, and continuous improvement. You will build and lead an engaged, high-performing team while ensuring seamless omni-channel service and fulfilment. Key responsibilities include: Leading, coaching, and developing the customer care team with a strong focus on performance, engagement, and retention Managing all customer service touchpoints including phone, email, chat, escalations, and SLAs Driving service standards aligned to the brand experience Overseeing omni-channel order management including Click & Collect, Ship from Store, chargebacks, and returns Leading VIP customer engagement and supporting loyalty program growth Partnering with retail, ecommerce, operations, and warehouse teams to resolve service issues and improve processes Leading customer experience initiatives using customer feedback, CSAT, and data insights Providing regular reporting and insights to support strategic decision-making About You You are an experienced people leader with a background in customer care, customer experience, or service operations. Experience in fashion or premium retail is preferred but not essential. You will bring: Proven experience leading and developing customer service teams in a retail or consumer environment Strong people management capability, including coaching, performance management, and succession planning Experience with customer service and retail systems such as Zendesk, Shopify, AP21, Omneo, and Powerfront Understanding of omni-channel retail operations and order fulfilment A customer-first mindset with high attention to detail and brand standards Excellent communication skills and ability to collaborate across head office and retail teams A proactive, commercially minded approach suited to a fast-paced environment Benefits Hybrid working model (4 days office / 1 day WFH) Supportive, inclusive, and values-driven workplace Genuine long-term career development and progression Opportunity to lead and shape customer experience at a national level To apply online, please click on the apply button. Alternatively for a confidential discussion please contact Soledad Henderson at shenderson@frontlineexecutive.com.au quoting the reference number above. Note: Not all our current vacancies are listed on job boards. Check out our Frontline Executive Retail website for a complete listing www.frontlinerecruitmentgroup.com/our-brands/frontline-executive-recruitment You can also connect with us via our social accounts for industry news, job seeking tips, and to be the first to know about new job openings! Facebook: www.facebook.com/FrontlineRetailExecutiveSydney
