Amer Sports26 jobs

Team Leader: Customer Experience

Mid levelSeniorFull-timeHybridMelbourne VIC, AustraliaPosted 3 weeks agoVerified 3 days ago
Pending fitX of Y criteria met

About the job

This job is about leading the Customer Experience team at Amer Sports, ensuring exceptional service across renowned brands like Wilson and Salomon. The impact of this role is significant, as it drives customer satisfaction and operational excellence in Australia and New Zealand. The team thrives on collaboration, innovation, and a commitment to continuous improvement.

You'll be responsible for

👨‍🏫

Leading the Customer Experience team

Leading, coaching, and developing Customer Experience Representatives through regular 1:1s and performance conversations.
⚙️

Managing daily operations

Managing daily team operations, ensuring workloads are balanced and service levels are achieved across all contact channels.
📈

Monitoring team performance

Monitoring and driving team performance against KPIs including CSAT, NPS contribution, response times, and quality measures.

Key criteria

📊

Customer experience expertise

Demonstrated experience in Customer Experience or Contact Centre environments.

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👥

Team leadership experience

Proven capability in leading and coaching team members.

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📈

KPI management skills

Experience managing service KPIs and operational performance metrics.

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View more

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5 criteria for this job
Customer experience expertise
Demonstrated experience in Customer Experience or Contact Centre environments.

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Team leadership experience
Proven capability in leading and coaching team members.

View

KPI management skills
Experience managing service KPIs and operational performance metrics.

View

Escalation handling
Demonstrated experience resolving escalated customer enquiries and complaints.

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Growth mindset
Open to AI, automation, and innovative working methods.

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