Customer Service Manager

Job Type: Permanent position | Full time position

Job Description

Placed.au is looking for a full-time Customer Service Manager for our client in West Melbourne, Victoria. This role is responsible for leading customer-facing teams across company-owned and franchised locations, developing customer service strategies, improving service processes, and ensuring customers receive a consistently high-quality experience across all beauty services. Job Description

• Lead, mentor, and motivate customer-facing team members, including eyelash technicians and customer service representatives, across company-owned and franchised locations to ensure high-quality customer service.
• Develop and implement customer service strategies that align with company goals and ensure consistent service standards across all locations.
• Evaluate and optimise customer service processes, procedures, and systems to improve efficiency, effectiveness, and customer satisfaction.
• Monitor and evaluate customer-facing team performance, providing regular feedback and conducting performance reviews.
• Design and deliver training programs for eyelash technicians and customer service representatives to enhance their skills and knowledge.
• Collaborate with colleagues to resolve customer issues and improve the overall customer experience.
• Analyse customer service data and metrics to identify trends and areas for improvement.
• Assist with the recruitment of new customer-facing team members when required.
• Provide ongoing support and guidance to franchisees to ensure adherence to customer service policies and consistent service delivery.
• Strategise quality assurance programs to maintain and improve service quality across company-owned and franchised locations.
• Ensure customer service interactions reflect company brand values and standards, maintaining a cohesive and positive brand image.
• Develop, implement, and manage customer loyalty programs and online customer portal initiatives to enhance customer retention and engagement.
• Oversee after-sales care for lash service customers and online product purchasers, including follow-up communications and support for post-purchase enquiries or issues.
• Collect and analyse customer feedback to drive improvements in service delivery.
• Establish protocols for handling and resolving customer complaints efficiently and systematically.

Qualifications / Attributes

• Must hold a Diploma in Business, Management, or a related field, or at least three (3) years of relevant work experience may substitute for the formal qualification.
• Must possess at least three (3) years of relevant work experience in customer service management, team leadership, or a similar role.
• Demonstrated experience leading and motivating customer-facing teams across multiple locations.
• Strong knowledge of customer service strategies, quality assurance, and customer experience management.
• Proven ability to develop and implement customer service processes, procedures, and improvement initiatives.
• Strong analytical skills with the ability to interpret customer service data, metrics, and feedback.
• Excellent leadership, mentoring, and staff training capabilities.
• Strong problem-solving skills with the ability to handle and resolve customer complaints professionally.
• Excellent communication and interpersonal skills with the ability to work effectively with staff, franchisees, customers, and management.
• Strong understanding of customer retention, loyalty programs, and customer engagement strategies.
• High level of organisation and attention to detail with the ability to manage multiple locations and competing priorities.
• Proactive approach to improving service standards and maintaining a positive customer experience.

Salary Range $75,000 - $85,000 per annum excluding superannuation.

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