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Bupaoptical
Melbourne
Newly created permanent opportunity Drive a culture of quality, best practice & continuous improvement Hybrid work model, enjoy work/life balance Help transform the health of millions of people! Our Global 3x6 Elephant Strategy set us a clear ambition to be the world's most customer-centric healthcare company. To bring our ambition to life, it is c
Job Source: BupaopticalSportsbet
Melbourne
Head of Product Delivery (Customer Sustainability) – 12 month FTC Sportsbet Australia, Vic Apr 19, 2024 Technology About Sportsbet At Sportsbet, we love different and we love bringing excitement to life. We're part of the Flutter Entertainment group, over 7000 clever and curious people make us a global player. In Australia we're tight knit gro
Job Source: SportsbetSportsbet Pty Ltd
Melbourne
Sportsbet’s Customer Sustainability Function exists to ensure that Sportsbet has the most sustainable customer base for generations to come. About Us Sportsbet isa leading Australian e-commerce business in the online wagering sector, bringing excitement to over 2 million Aussies.We do this by living our values to create an innovative entertain
Job Source: Sportsbet Pty LtdSharp and Carter
Melbourne
About the role Reporting to the CFO, you will be responsible for the management of the finance functions, compliance and financial strategy of this Victorian statutory agency. You will be accountable in ensuring the finance function provides accurate, timely and reliable data, modelling and analysis to assist the entire organisation in making stra
Job Source: Sharp and CarterHanes Brands Inc
Melbourne
Head of Loyalty | Melbourne - Inner (VIC) Head of Loyalty Newly created role, tailored career plan, learning & development programs Health & wellbeing programs, hybrid, and flexible working Collaborative culture with a genuine commitment to sustainability and community Head of Loyalty | Kew, Melbourne We are currently looking for a Head of Loyal
Job Source: Hanes Brands IncClearCompany
City of Melbourne
The Company Our client is rapidly growing in the process of significant transformation and change - working to establish a first-class capability across the corporate function. With strong capital investment, high growth prospects, acquisitional growth and a number of key projects in play, the Head of Finance will play a pivotal role in securing
Job Source: ClearCompanyAged And Community Care Providers Association
City of Melbourne
Aged and Community Care Providers Association Ltd About ACCPA Aged and Community Care Providers Association (ACCPA) is the national Industry Association for aged care providers offering retirement living, seniors housing, residential care, home care, community care, and related services. ACCPA exists to unite aged care providers under a shared visi
Job Source: Aged And Community Care Providers AssociationSHK Asia Pacific
Melbourne
Senior leadership position with national impact Not-for-profit, non-partisan institute Build capability in Australia’s political leaders About the organisation The McKinnon Institute for Political Leadership (MKI) is a non-partisan organisation committed to contributing to a better future for Australia. The organisation seeks to raise the standa
Job Source: SHK Asia PacificMelbourne
About Brand Collective:
Brand Collective is one of Australia's most prominent apparel, footwear & sport groups, operating our omnichannel offer across 300+ stores with over 3,000 team members, a comprehensive online business and an extensive wholesale network. Our portfolio ranges from iconic heritage to timeless contemporary, from street culture to considered craftsmanship, and from private label to international luxury fashion brands. We bring brands to life!
The opportunity:
We are thrilled to present a unique opportunity for an experienced Head of Customer Care to lead our Group Customer Care team based at our Richmond office in Melbourne.
As the Head of Customer Care, you lead the effort to ensure we deliver outstanding customer support throughout all stages of the purchase lifecycle and that our customers have a positive brand experience across all query types and contact channels. Your key responsibilities will include :
Lead Brand Collective's Group Customer Care team, supporting 15+ retail brands across multiple time zones and contact channels.
Optimise team resources to consistently meet and exceed service level agreements (SLAs) and key performance indicators (KPIs) across all brands and channels.
Develop and execute a Group Customer Care strategy that promotes collaboration, accountability, and continuous improvement.
Build and nurture a high-performing Customer Care team through effective training, onboarding, and professional development.
Oversee the Gorgias customer care platform, ensuring timely and high-quality responses to tickets, emails, live chat, and phone calls.
Conduct regular reporting and stakeholder management to optimise processes and improve customer satisfaction.
The skills and experience you offer us:
7+ years of experience leading a large Customer Care team, preferably in fashion retail.
Proven ability to lead and motivate cross-functional teams with strong leadership and coaching skills.
Strong understanding of customer support tools, such as case management, live chat, telephony, social media, and email.
Experience with content management systems, order management systems, and other retail tech platforms.
Familiarity with CRM, social media, and marketing platforms.
Knowledge of product development, supply chain, and IT processes.
Proficient in Microsoft Office applications.
Customer-focused mindset and a commitment to providing excellent customer experiences.
Positive and professional attitude with strong attention to detail.
Ability to lead, inspire, and provide growth opportunities for team members.
Excellent communication, time management, analytical, and organisational skills.
Strong interpersonal and problem-solving skills.
Ability to manage and influence challenging internal and external customers.
Excellent written and verbal communication.
The perks we offer you:
Pet friendly workspace - yes, you can bring your dog to work!
Generous discounts for you and your family across Brand Collective's stable of brands! That’s 50% off Reebok, Superdry, Hush Puppies, Clarks, Elka Collective and many more
Invitations to epic sample sales
Paid parental leave, volunteer leave, purchased leave program (ability to purchase an additional two weeks of leave per year, based on eligibility)
Novated Leasing
Reward and recognition program as well as generous service awards
Recruitment referral incentives for permanent positions
Learning and development – we want you to grow and get the most out of your role!
Employee Assistance Program with free access to Mental Health Professionals for when times are tough
At Brand Collective our customers come from all walks of life, and so do we! We value diversity and inclusion in all forms, thus hire based on capability and performance. If you feel like your skills align with the role and company culture, apply with your current CV and Cover Letter. For bonus points, tell us why this role excites you in an optional video cover letter.
Brand Collective is officially recognised as a Great Place to Work!
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Head of Customer Care jobs in Melbourne
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Please refresh the page and try again.
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