About us:
Scanlan Theodore is a heritage Australian House - an epitome of elegance and refined sophistication. A House of artisans, luxurious fabrics and human values, it has stayed true to its independent spirit while threading a 40-year heritage of elevated craftsmanship.
Founded in 1987 by Gary Theodore, the House's long-standing success is tied to a delicate balance between tradition and modernity, preserving the values of the past while having the courage to innovate and reinvent.
The products are central to everything and speak for themselves - crafted to be beautiful and practical companions in the lives of the women for whom they are designed.
About the role:
We are seeking a driven and passionate Client Service Lead to join our Client Experience Team for a 12-month fix-term contract. The Client Service Lead will play a pivotal role in ensuring that Scanlan Theodore clients receive an unparalleled level of service and support, enhancing their overall shopping experience. The role is responsible for driving revenue generation within the online channel, collaborating closely with various departments to ensure a seamless and exceptional client journey from initial point of contact through to post-purchase follow ups. This role is also a full-time in-person position, based at our Melbourne Head Office.
This role will:
• Ensure consistent service quality across all client touchpoints (online, phone, email) globally, maintaining professionalism and empathy in all communications.
• Lead, mentor, and develop the client service team, setting clear revenue targets, providing training, and monitoring performance to enhance skills and drive success.
• Collaborate with departments like brand, retail, and marketing to align outreach strategies, set revenue targets, and track performance to boost revenue generation.
• Foster strong client relationships, analyse feedback to identify areas for improvement, and implement strategies to enhance client satisfaction and loyalty.
• Develop and execute a global client service strategy, ensuring consistent service quality and a unique brand experience across international markets.
• Conduct audits, track client service metrics, utilise data insights to improve performance, and present findings to stakeholders for continuous improvement.
Who you are:
• Demonstrated previous experience in CRM management, client outreach, or a retail environment
• Strong analytical, critical thinking and problem-solving skills with the ability to interpret data and provide recommendations
• Excellent communication and interpersonal skills, with a focus on delivering exceptional client experiences
• Proficiency in CRM platforms including Microsoft suite of programs, and ecommerce platforms.
• Detail-oriented with the ability to multitask and prioritise tasks effectively in a fast-paced environment
• Ability to foster positive working relationships with team members
• National Police Check and the right to work in Australia
Why work with us?
• Competitive salary package
• Opportunity to work with a talented and passionate team
• Product discounts
• Training and development
• Company progression
We are committed to fostering an inclusive and diverse environment where opportunities and challenges are a priority across many facets in which our business operates.
We are seeking to recruit, promote and reward our teams according to their professional aspirations, contributions, achievements and commitment to our values.
If this opportunity sounds like your next challenge, complete your application by clicking the Apply Now button and we will be in touch. Please also note that this role is a full-time in-office position.
In anticipation of a high volume of applicants, only shortlisted candidates will be contacted.
