Customer Service Operations Manager at THE ICONIC

Customer Service, Sydney CBD sydney support
Description
Posted 20 days ago

At THE ICONIC our mission is to deliver seamless and inspiring experiences for our customers and our people. We DREAM BIG through collaboration and innovation and are supported to bring incredible ideas to life. We are a group of people believing in making a positive difference in this world and liberating our customers through the power of fashion and sports.

Our Customer Service Team thrives on delighting our customers and this passion leads us to go above and beyond in helping our customers every day, in every way! We're a highly motivated, high performing bunch, always looking for ways to improve the customer experience and challenge the status quo, having a lot of fun whilst doing it! We know that things don't always go to plan, but hey, that's what we're here for! It’s one of the primary departments within THE ICONIC who has touch points with almost every aspect of the business.

What success looks like

The Operations Manager role, reporting into THE ICONIC’s Head of Customer Operations, is the ultimate champion of our HQ (Sydney CBD) and Fulfillment Centre (Yennora) Customer Service teams and how they deliver the best support and experiences to our customers. 

  • You are obsessed with customers and you know what it takes to provide an exceptional experience.
  • You have a strong commercial acumen, with the ability to provide meaningful and concise insights into financial performance, operational metrics and customer behaviour.
  • You are an eager problem solver and have a knack for identifying opportunities for heightened customer and employee experience.
  • Leading a group of energetic and driven team members, you are passionate about mentoring your people to achieve success, both as a team and as individuals, investing in their performance, growth, wellbeing and engagement. 
  • You are a motivated high performer that knows how to drive performance and experience.
  • You are equally a motivated high performer and team player, collaborating with the Customer Service leadership team and key department stakeholders to enhance the customer experience and improve operational efficiencies.
  • You thrive and stay grounded in high pressure situations, comfortable getting your hands dirty when something doesn't go right to ensure our teams and our customers have a positive resolution and in a timely manner. 

What it takes?

This is a role for a passionate and curious leader, who is eager to champion all facets of the customer experience at THE ICONIC and foster an inclusive, motivating environment for our Customer Service teams. 

  • Experience as an Operations Manager or similar leadership role, with a comprehensive understanding of customer and operational business complexities 
  • Proven ability in driving strong individual and team performance; KPIs include productivity, customer satisfaction, quality assurance and SLAs.
  • A growth mindset with an entrepreneurial attitude - you challenge the status quo, always looking for ways to improve how things are done and taking ownership of the customer experience!
  • Experience recruiting A-grade talent 
  • Exceptional written and oral communication skills, adaptable in a customer, team, internal and external stakeholder setting
  • You are extremely organised and are comfortable in a fast-moving, dynamic environment

What’s on offer?

  • Autonomy to lead one of the leading Customer Service teams within Australia
  • A fun, supportive work environment where you are empowered to be the best you can be
  • Career progression opportunities within Australia’s leading e-commerce retailer
  • Flexible working arrangements
  • Generous employee discounts
  • Birthday leave!
  • Loads of learning opportunities and support
  • Discounts on Health Insurance and Pet Insurance
  • Gym Membership Perks
  • Multiple Sydney hubs to work from including our dog-friendly Sydney CBD Office
  • Opportunities to support our community & sustainability partner

Location & Extras

This role is based in Sydney CBD with great transport, shopping and food districts all within close distance to Hyde Park for those who enjoy lunchtime exercise or just some fresh air! Our huge Fulfilment Centre is based in Yennora, Western Sydney and has a neat new office to work out of at times. 

So, what else does THE ICONIC offer?

  • Flexible working arrangements
  • Generous employee discounts
  • Birthday leave!
  • Loads of learning opportunities and support
  • Discounts on Health Insurance and Pet Insurance
  • Gym Membership Perks
  • Multiple Sydney hubs to work from including our dog-friendly Sydney CBD Office
  • Opportunities to support our community & sustainability partners

Health and Wellbeing is extremely important to THE ICONIC, so interviewing and onboarding for this role will be conducted virtually due to COVID-19 and this role will temporarily work from home until further notice.