Customer Experience Team Leader

Customer Experience Team Leader

About THE ICONIC..

Since 2011, THE ICONIC has redefined the future of retail in Australia and New Zealand. As the #1 fashion e-commerce & lifestyle destination in the region, our e-commerce platforms provide an inspiring and seamless end-to-end customer experience through our own technology innovations.

Working at THE ICONIC means joining a diverse and dynamic community of over 1,000 people working towards our purpose “create a better way for people to shop”. This diversity is at the heart of everything we do and gives real meaning in creating a positive impact in the world, from our ethical sourcing and sustainability strategies to our community engagement and diversity.

Customer Experience at THE ICONIC..

Our Customer Experience Team loves delighting our customers and this passion leads us to go above and beyond every day, in every way. This team is a zestful, high performing bunch, motivated by improving the customer experience by challenging the status quo.

What You Will Do..

• Lead the Customer Experience Team team: Coach, mentor and develop Customer Experience Representatives to deliver high‑quality, consistent outcomes.
• Own dispute handling: Oversee the end‑to‑end resolution of customer disputes, ensuring fair, timely and compliant outcomes.
• Improve processes: Identify and implement process improvements and training programmes to reduce escalations and improve first‑contact resolution.
• Performance management: Monitor team KPIs and performance metrics, provide regular feedback, run 1:1s and performance reviews.
• Reporting & analysis: Analyse dispute trends, produce management reports and recommend corrective actions to prevent recurrence.
• Cross‑functional collaboration: Work with Product, Operations, Legal, Fraud and other teams to address root causes and implement systemic fixes.
• Customer experience strategy: Contribute to the CX strategy and participate in cross‑functional initiatives to improve overall customer satisfaction.
• Quality assurance: Ensure the team adheres to policies, regulatory requirements and service standards.

What We Are Looking For

• Experience: Proven experience in leading a customer service, dispute resolution or a related team, with at least 3 years in a supervisory/team‑lead role.
• Leadership: Strong people management skills with experience coaching and developing frontline teams.
• Communication & conflict resolution: Exceptional written and oral communication skills, adaptable in a customer and internal stakeholder setting. Able to articulate information clearly and effectively to customers over phone, email, and messaging.
• Analytical ability: Previous experience in analysing escalations/complaint trends and providing reports to senior stakeholders 
• Process improvement: Track record of implementing process or training improvements that improved customer outcomes.
• Technical proficiency: Experience using Google Apps and CRM systems such as Zendesk
• Commercial & Customer focus: understands balance between customer outcomes and business risk/compliance.
• Customer-Centric: Ability to prioritise customer satisfaction, possess a positive and empathetic attitude, and provide a high level of customer service. 

Life at THE ICONIC

From our ways of working to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it! People are our greatest asset and our ICONITE experience is designed to empower you to do your best work.

Here’s what to expect when you join THE ICONIC:

• Flexible working. We offer a hybrid and flexible working model so you can do your best work in a way that works for you
• The learning collective. Get your knowledge fix with our learning days and hackathons 
• Parents at THE ICONIC. Access to our parental leave program and an extra day off for your kids' first day of school every year 
• Birthday leave. Enjoy a paid day off for your birthday and an ICONIC voucher to treat yourself
• Curate your style. No matter what your style is, we have got you covered with our Amazing staff discount and our famous sample sales
• Wellbeing. Access to our discounted gym memberships and wellbeing programs
• People first. Access to our Employee Assistance Program for you and your family
• Volunteer days. Work as a Charity Partner with Thread Together for society and environmental change.
• Refer a friend. Enjoy a referral reward for successfully placing a referral

We are committed to providing reasonable arrangements to all individuals participating in our application and interview process, and while performing job functions. If you require any accommodations or adjustments prior to the submission of your application or throughout your interview process, please contact our Talent Acquisition team directly: [email protected]