Customer Service Manager

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.