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.