Sydney, NSW, AU
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Customer Experience & Operations Manager

Country : Australia Australia

Region : New South Wales

Town : Sydney

Category : Production - Quality

Contract type : Permanent

Availability : Full time

Job description

Working at JD Sports is a state of mind, an attitude and way of challenging the norm. We do not conform; we pave our own path and are elite within our field. At JD Sports, we carefully curate our products to give our customers the most exclusive ranges from the most elite brands, and we apply the same strategy to our talent. We are passionate, talented, dedicated, proud, and hungry for success and we want like minded individuals to join the movement.
And now, JD Sports is seeking a Customer Experience Manager to lead and oversee the online customer experience for JD Sports Australia and New Zealand. This is an exciting, newly created role for someone who has a passion for continuous improvement and is proactive in their approach when resolving, planning, and creating processes that will improve the JD Sports customer experience.
This role will be responsible for, but not limited to:
- Responsible for identifying potential gaps/areas that require improvement in the customer journey and putting forward solutions for closing the gap and improving customer experience
- Manage and resolve customer complaints relating to fulfilment failures from UK, AU and NZ Distribution Centres and Ship from store locations
- Execute and monitor major projects, such as Ship from Store and Click and Collect
- Manage daily SLA and contract adherence with any JD owned or 3PL warehouse and stores
- Work with business leaders to ensure fulfilment and customer care solutions meet business new initiatives and market expansion
- Implement and monitor Warehouse and Customer Centre reporting to analyse performance and drive action accordingly
- Review all day-to-day activity and proactively propose new projects to the leadership team in a business case format with valid ROI/Service benefit
- Management of internal relationship between Multi Channel and Distribution Centre to improve service and costs, and drive strategic change
- Identify, investigate, and propose cost saving opportunities within Supply Chain and Call Centre, and develop operational plans for implementation
- Review and forecast all operational, logistics and customer service costs to ensure we are within budget and can meet the demands of the consumer
- Champion the "Voice of our Customer", CPO trends and reduction opportunities across JD
- Management of the customer experience, from receipt of order through to delivery
- Manage and resolve customer complaints that reach senior levels within the business


- Minimum 3-5 years' experience in a similar position or retail Customer Care background
- General retail Customer Care knowledge, preferably within the online space
- Experience working with click and collect/ship from store preferable
- Passionate about delivering world class customer experience
- Ability to work with and manage multiple data sources to achieve a conclusive outcome
- Ability to work cross functionally across time zones and cultures to achieve operational excellence
- Have exceptional communication skills and strong attention to detail
- Analytical leader experienced in performance-based action and results oriented management, as well as strong project manager and effective problem solver
- Ability to effectively communicate compelling vision of our brand, inspiring and engaging customers, colleagues, and stakeholders
- Ability to effectively build relationships with stakeholders at all levels
- Intermediate excel, word and PowerPoint skills
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