Let's talk about the team

The primary role of Consumer Care Manager is to lead our direct-to-consumer (DTC) customer service and inside sales teams for Australia and New Zealand (ANZ). Key deliverables include, delivering best-in-class customer experiences while driving high revenue growth through effective team leadership, operational excellence, and strategic initiatives.

Let’s talk about Responsibilities

• Develop and implement a customer-first strategy that enhances service quality and maximises sales opportunities.
• Lead and manage customer service and inside sales teams, ensuring optimal performance in inbound and outbound interactions by setting clear performance goals and operational targets to maintain customer satisfaction, sales conversion, and team efficiency.
• Identify and implement best practices to streamline call centre operations and improve overall effectiveness by establishing and maintaining high customer satisfaction (CSAT) and Net Promoter Scores (NPS), ensuring a seamless customer experience across all touchpoints.
• Monitor customer interactions and feedback to identifying trends and implement training, quality assurance, and coaching initiatives to enhance service delivery and sales performance.
• Recruit, train, and develop a high-performing call centre team, fostering a culture of customer service excellence and continuous improvement.
• Collaborate with marketing, product, and sales teams to ensure call centre initiatives align with business objectives.
• Provide regular insights and reports to senior leadership on customer trends, sales performance, and operational improvements.
• Ensure compliance with industry regulations and company policies related to customer service and sales.

Let’s talk about Qualifications and Experience

• Bachelor’s degree or tertiary qualification in Business, Marketing, or a related field.
• 5+ years of experience in leading a call centre, customer service, or inside sales team, preferably in the ANZ region.
• Strong leadership and people management skills with the ability to motivate and develop teams.
• Expertise in customer service excellence, inside sales, and sales conversion strategies.
• Excellent communication, problem-solving, and stakeholder management skills.

Preferred

• MBA or equivalent.
• Knowledge of AI-driven call centre tools and automation technologies.
• Knowledge of compliance and best practices in customer service and sales within regulated industries.
• Previous experience in the Sleep and Respiratory Care field.

 

Scope

Leads a team within a Business / Function. May report into a market group leader/country manager. Role is accountable for team's performance and results and recommends changes to policies and establishes procedures that affect immediate organization.

Skills

Adress issues with impact beyond own team based on knowledge of own function and related disciplines. Analysis of situation or data requires evaluation of a different factors and understanding of current business trends.

Influence

Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship.

Leadership

Inspire, coach, and develop team members by leading with empathy, a customer-first mindset, and a commitment to professional growth.