Management - Store (Retail & Consumer Products)
Daisy & Hen began in 2016, and from humble beginnings we are now one of Australia's most loved baby & children's multi brand retailers.
Our mission is to create joy for little people and those who love them. We do this by creating exceptional customer experiences and connecting with our community. And we are passionate about sharing our beautifully curated range of products, each chosen for their function, style and quality. We are a leading independent retailer for incredible brands like Jellycat, Tiger Tribe, Huxbaby, Connetix and so many more.
With a network of 4 beautiful stores here in SA (no 5 is coming soon) and a busy HQ / Warehouse, we are proudly an independent female and SA owned company. It's a collaborative, vibrant and fun environment, and we would love to welcome you to the team.
ABOUT THE ROLE:
The Customer Experience Manager is an exciting and brand new role for Daisy & Hen. A senior leadership position within the business, which exists to create joy and deliver our customers an exceptional experience in every interaction with Daisy & Hen. This is an amazing opportunity for an established ecommerce, retail or customer service manager, to join a successful SA based online retailer and make your mark.
Leading a team within the warehouse, you will be responsible for managing our online customer experience, via email, phone and web chat, as well as the end to end delivery of our online and customer order fulfilment, including picking, packing and shipping. This is a hands-on role, and will require you to not only lead your team but work with your team each day, contributing to the tasks as needed.
You will also be a part of the broader business leadership team, working with the directors to innovate, drive growth and achieve goals for Daisy & Hen.
Your key role responsibilities:
Working alongside your team to deliver the following operational day-to-day tasks:
Online customer service across all platforms.
Print and prepare all online orders for fulfilment.
Online order fulfilment including picking, packing and shipping of all orders.
Processing customer returns, faulty and damaged stock.
Preparing in-store customer orders and assisting the stores with customer service.
Liaising with internal and external couriers.
Managing pre-orders, special orders and sales/promotional events.
Contributing to activations and events e.g., warehouse sale, market activations and seasonal shopping nights.
At a higher level, you will be directly responsible for:
Team leadership - training, coaching and developing team members.
Administration - rostering, resource planning, ordering consumables.
Expense management - wages, consumables, shipping.
Delivering operational outcomes for customer experience and fulfilment.
Driving improvement and innovation across all systems and processes used.
Facilitating and upholding a positive and productive culture – including leading team meetings and coordinating team events.
Representing customer experience and order fulfilment in broader business leadership and strategy meetings.
Working as part of a broader warehouse team and the business to achieve overall business metrics and goals.
ABOUT YOU:
You are a hands-on people manager, confident working within and leading a tight-knit team and coaching them to success.
You are customer-centric and love to create joy and go above and beyond. You can build relationships and foster community with ease.
You display a fun, energetic and hands-on approach to your work and leading a team.
You have a love (or at least a keen interest) for our range of products and brands, and staying up to date with our industry.
Your written and verbal communication skills are impeccable, and you can use them effectively with both team members, suppliers and importantly our community and customers.
Your organisation is 10/10 (filing systems and desk caddies are your thing) and your excellent time management skills mean you're highly efficient.
You are adaptable (emails at 8am, unloading pallets at 9am) and can manage competing priorities in a dynamic environment.
Solutions-focused problem solver with a hands-on approach to getting things done.
Self-motivated high performer, driven to learn and uphold excellent professional standards.
WHAT'S ON OFFER:
This is an onsite, full-time Monday to Friday role (early starts and early finishes) based in Mile End South, with your own onsite carpark.
A generous salary will be offered in line with the importance of this role.
Be a part of a female-owned, local business and be integral to our ongoing success as we continue our growth.
Opportunities to attend trade shows, range showings, industry events and learning & development opportunities.
Employee discount, quarterly team events, a fantastic friendly and supportive work culture.
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