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 initiatives
Domain
Retail / Customer Experience
Deliverable
dashboards & analysis
Required skills
Strategic planning, team leadership, omnichannel operations management, data-driven decision making, process improvement, Zendesk, Shopify, ERP systems
Preferred skills
AI innovation, self-service initiatives, stakeholder management, commercial acumen
Responsibilities
Develop and execute customer support strategy, lead and inspire a high-performing team, drive service excellence across touchpoints, identify customer pain points and implement improvements, own customer service KPIs, lead technology optimisation, deliver customer insights to senior leadership, drive process improvements
Seniority
Senior, hands-on IC