Operations & Customer Experience Coordinator
vor 1 Tag
Operations & Customer Experience Coordinator Tony Bianco is Australia's leading fashion footwear brand, dedicated to celebrating individual style and cutting‑edge fashion. The brand beautifully blends the influences of High Street London and the vibrant spirit of Soho, New York. Known for its exceptional attention to detail, superior quality, and use of luxurious materials, Tony Bianco delivers stylish and contemporary footwear collections. With designs that transition seamlessly from day to night, Tony Bianco reflects a modern, street‑smart, and effortlessly chic aesthetic. Role Description The Operations & Guest Experience Coordinator plays a key role in optimising operational efficiency and enhancing the overall customer journey. They are responsible for streamlining processes to proactively reduce support tickets and product returns. This role requires close collaboration with the Head of Ecommerce and Digital Marketing to ensure the guest experience team is effectively managing and staying ahead of customer inquiries and returns. The Coordinator will also be tasked with identifying, evaluating, and implementing new programs and technology to support these efforts, owning these projects from initiation through final deployment with a specific focus on AI implementation. Key Responsibilities Process Optimisation & Reduction: Lead initiatives to streamline processes with the primary goal of proactively decreasing support tickets and product returns. Strategic Collaboration: Work closely with the Head of Ecommerce and Digital Marketing to ensure optimal guest experience strategy and execution. Technology Project Management: Be responsible for managing new technology projects (e.g. AI tech, automation tools) from research and selection through to final implementation and adoption. Guest Experience Team Management: Manage the Guest Experience team workflow, driving performance against key KPIs and ensuring the team is efficiently managing tickets and returns. Fulfilment Coordination: Assist the Warehouse and Retail teams to ensure all online orders are fulfilled in a timely and accurate manner. Back‑End Logistics Support: Work closely with the Warehouse team to provide support on order processing and backorder management. Customer Information Management: Maintain and update all external customer resources, including digital FAQs and customer information across AU and US websites. Public Profile Maintenance: Ensure the accuracy and consistency of all public-facing information, specifically managing and updating Google Business profiles. Reporting & Analysis: Prepare and distribute weekly Guest Experience reports covering tickets, returns, resolution times, and other operational metrics for leadership review. Continuous Monitoring: Work alongside Retail and Digital teams to monitor, audit, and optimise guest experience processes across all customer touchpoints. Qualifications Basic user level competency with Apparel21 is required. Minimum 2 years experience in online/head office customer service or eCommerce. Experience with CRM platform ReAmaze or similar. Full lifecycle project management experience. Multi-tasking in a fast-paced retail environment, strong attention to detail & problem-solving skills. #J-18808-Ljbffr
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Council of the City of Sydney, Österreich Amp VollzeitIf you could create the best digital bank in Australia, what would it look like? And how would it make life easier for customers? We're wondering the same thing. We built it. We launched it. Now, we run. We started with an idea: to disrupt the industry with a beautiful, brilliant banking solution designed specifically for small businesses and everyday...
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