About Us:

Roses Only is the leading online retailer of delivered flowers and gifts in Australia. We're part of a dynamic group that is known for its innovation and commitment to customer satisfaction.

About the Role:

As a Client Success Team Leader you are responsible for overseeing a team of Client Success Coordinators, driving customer satisfaction, and ensuring customer retention and growth. They develop strategies, set performance goals, and mentor team members to achieve success. This role is crucial for maximising client value and contributing to the overall success of the Roses Only Funeral Floral business.

Key Responsibilities:

Team Leadership - Hiring, onboarding, and mentoring the Customer Success Coordinators

Performance Management - Setting performance goals, conducting evaluations and providing feedback

Strategic Planning - Implementing customer success strategies and lifecycle programs

Customer advocacy - Representing the voice of the customer and collaborating with other teams

Relationship Building - Fostering strong relationships with customers and identifying growth opportunities

Escalation Management - Leading or supporting the resolution of customer escalations.

Performance Monitoring - Tracking customer health, satisfaction matrix

Collaboration - working with data, marketing and operations to enhance the client experience

Reporting - maintaining accurate records of activities, forecasts and team performance.

Requirements:

Leadership & Management: Proven ability to lead, motivate and develop a team

Customer Focus: Deep understanding of customer needs and a passion for delivering exceptional experiences

Communication and Interpersonal Skills: Excellent communication, collaboration and relationship-building skills.

Strategic Thinking: Ability to develop and implement client success strategies

Technical Proficiency: Understanding of relevant technologies and tools

Problem-solving: Ability to identify and resolve client issues and escalations