Customer Experience Team Leader - Lead, Inspire, Deliver
Are you a natural leader with a passion for creating exceptional customer experiences? This is your chance to take the reins of a dynamic, hands-on team in a fast-growing outdoor and travel retail operation. You'll be at the heart of daily operations, mentoring staff, solving challenges in real-time, and shaping a seamless experience for customers across online and service channels.

About the Role
As Customer Experience Team Leader, you'll oversee daily team activities, allocate tasks, and ensure smooth workflow. You'll act as the go-to problem solver for customer issues, monitor performance, and support continuous improvement initiatives. You'll also be responsible for helping team members reach their potential while driving high standards across the team. This is a Monday-Friday role, offering stability while allowing you to make a meaningful impact on both your team and customers.

Key Responsibilities

• Lead and support a high-performing team to achieve daily operational goals
• Solve customer issues efficiently, providing practical and prompt solutions
• Monitor service performance, escalate when necessary, and uphold SOPs
• Mentor team members to ensure continuous growth
• Identify process improvements and contribute ideas to enhance operations
• Promote a positive, collaborative, and inclusive team culture

About You

• Proven experience in customer service, eCommerce, or operational team leadership
• Organised, reliable, and able to manage multiple priorities with composure
• Strong communication skills, with the ability to mentor and motivate others
• Comfortable using systems like Zendesk, Magento, Pronto, or similar
• A team player who thrives in a fast-paced, hands-on environment
• Bonus: Genuine interest in outdoor gear, travel, or adventure activities

What's On Offer

• Lead a motivated, collaborative team and make a real impact
• Be part of a values-driven, dynamic, and iconic Australian retail operation
• Develop your leadership skills with mentoring and hands-on experience
• Work in an active, engaging environment where every day is different
• Monday to Friday schedule with a supportive and inclusive culture

To apply online, please click on the apply button.

Alternatively for a confidential discussion please contact Soledad Henderson at [email protected] quoting the reference number above.

Note: Not all our current vacancies are listed on job boards. Check out our Frontline Executive Retail website for a complete listing

www.frontlinerecruitmentgroup.com/our-brands/frontline-executive-recruitment

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