Our client, a fast-growing Australian eCommerce and retail business, is seeking an experienced Customer Care Manager to lead and evolve their customer experience function.
This role will lead a team of three and is both strategic and operational, focused on elevating customer experience, improving performance, and driving commercial outcomes through better use of data, systems, and team leadership.
Key Responsibilities
- Support and shape Customer Care strategy, with a focus on customer experience, efficiency, and growth opportunities
- Analyse customer data (tickets, returns, enquiries, feedback) to identify trends and drive business improvements
- Deliver regular reporting and translate insights into actionable recommendations
- Own and optimise Customer Care systems and workflows, improving automation and scalability
- Lead, coach, and develop a high-performing Customer Care team
- Manage rostering and resourcing, particularly during peak periods
- Oversee day‐to‐day customer interactions across email, chat, and social channels
- Identify opportunities to reduce returns and improve post‐purchase experience
- Support peak trade planning and ensure service levels are maintained
Success Criteria
- Strong strategic and analytical mindset
- Experience leading Customer Care or CX teams in eCommerce or retail
- Comfortable working with platforms such as Shopify, Gorgias, ReturnGO or similar
- Data-driven with strong reporting and insight capability
- Process-focused with a continuous improvement approach
- Strong leadership and stakeholder management skills
- Commercially aware with a focus on efficiency and performance
If you're a proactive Customer Care professional who wants to make a real impact in the retail space, apply now via LinkedIn!
Must have unrestricted working rights in Australia.
Due to the high volume of applications received, only shortlisted candidates will be contacted.
Customer Experience Manager in Sydney employer: Spin Personnel
Join a dynamic and innovative Australian consumer brand as the Head of eCommerce, where you'll be part of a collaborative and high-performing leadership team dedicated to driving sustainable growth. With a strong focus on employee development and a culture that values data-driven decision-making, this role offers you the chance to make a significant impact while enjoying a supportive work environment. Located in Australia, you'll benefit from a vibrant workplace that encourages creativity and strategic thinking, making it an excellent employer for those seeking meaningful and rewarding career opportunities.
