Our client is a highly regarded operator in the beauty and wellness industry, with a strong footprint across Australia, New Zealand and Asia and growing into other markets.
In this hands-on leadership role, you’ll guide a close-knit team of customer service consultants, running regular team check-ins, managing workflow and customer expectations, and acting as the link across the broader business operations. Coaching and mentoring your team will be central to your day, fostering a culture where staff feel empowered, supported and set-up for success.
You will also be the first point of contact for client escalations, requiring a calm, empathetic and solutions-focused approach. Collaboration will be key, working closely with internal senior stakeholders, whilst also identifying opportunities for process improvements and greater efficiencies.
About You:
You will take pride in acting as a role model and leader who is able to balance empathy and adaptability with resilience. You will bring strong emotional intelligence, excellent stakeholder management skills and the ability to problem-solve while keeping your team engaged and motivated. You will be experienced in establishing appropriate internal processes, training and customer satisfaction levels that are measurable. You will have an inherent "can-do" mindset and foster a welcoming, social culture that values collaboration, diversity and a strong customer centric mindset. Your leadership style is open, adaptive and consultative with a strong solutions-focussed bias.
Deep understanding and experience working with CRM systems and technology.
Experience working within the beauty or retail industry advantageous.
Benefits & Culture:
- Competitive salary including generous incentives and staff benefits.
- Highly collaborative and engaged workplace culture - where the customer is at the core of everything we do.
- Very generous paid employee benefits including individual training and developmental opportunities.
- Social workplace culture with various company sponsored events
- Sydney Location - close proximity to public transport
- Hybrid working and parking available
If you’re looking for a leadership role where you can combine people management with a genuine passion for customer experience, we’d love to hear from you. For any specific questions, please contact Stephanie on stephanie@smaart.com.au
