Group Customer Support Manager
Core
Lead the customer support function across all Austin Group brands, elevating it from a traditional service team into a strategic customer experience capability.
Role type
Group Customer Support Manager
Builds
Customer experience strategy, operational excellence, technology optimisation, automation, and AI innovation for Austin Group brands.
Domain
Retail / Customer Experience
Deliverable
dashboards & analysis
Required skills
Strategic leadership, omnichannel operations management, data-driven decision making, process improvement, stakeholder management, Zendesk expertise, Shopify/ERP system experience, automation and AI implementation.
Preferred skills
Change management, operational transformation, analytical acumen, commercial acumen.
Responsibilities
Develop and execute customer support and experience strategy; Lead and inspire a high-performing Customer Support team; Drive service excellence across all customer touchpoints; Identify customer pain points and partner with stakeholders to implement improvements; Own customer service KPIs including CSAT, SLA performance, response times, first contact resolution and productivity; Lead the optimisation of Zendesk and customer support technologies; Develop and implement automation, AI and self-service initiatives; Deliver customer insights and recommendations to senior leadership; Drive process improvements to reduce enquiries and improve business performance.
Seniority
Senior, hands-on IC with strategic scope