Team Leader: Customer Experience

If you haven’t heard of Amer Sports before, you’ve definitely heard of our internationally recognized brands including Wilson, Salomon, Arc’teryx and Atomic. Our brands specialize in high-performance, technical sports equipment and apparel, and encourage users to get outside, keep active and have fun – whether they are playing tennis or golf in the summer, or skiing in the Winter.

We are looking for a strong operational leader who is responsible for the day-to-day performance of the Customer Experience team across all Amer Sports brands in Australia and New Zealand. Day to day responsibilities include:

• Lead, coach and develop Customer Experience Representatives through regular 1:1s, quality reviews and performance conversations.
• Manage daily team operations, ensuring workloads are balanced and service levels are achieved across all contact channels
• Monitor and drive team performance against KPIs including CSAT, NPS contribution, response times, resolution times, productivity and quality measures
• Act as the primary escalation point for complex customer enquiries, complaints and service recovery situations.
• Conduct quality assurance reviews and provide structured coaching to improve customer interactions and resolution quality
• Identify recurring customer issues, process gaps and operational risks, escalating improvement opportunities to the Manager, Customer Service & Experience
• Partner closely with CS Technical Lead, Retail, Logistics, Aftersales, Sales Operations and Brand teams to resolve customer issues and improve service outcomes.
• Support the implementation of new systems, tools, AI initiatives and process improvements, ensuring successful team adoption
• Maintain accurate reporting and visibility of team performance, highlighting risks, challenges and opportunities for improvement.

You’re highly analytical and commercial and enjoys working cross-functionally to influence outcomes to drive better decisions, while maintaining strong attention to detail and system discipline. You bring;

• Demonstrated experience within Customer Experience, Customer Service or Contact Centre environments
• Previous experience leading, coaching or mentoring team members with proven capability managing service KPIs and operational performance.
• Demonstrated experience handling escalated customer enquiries and complaint resolution and working within CRM and customer support platforms
• Experience within retail, sporting goods, consumer goods or wholesale distribution
• Growth mindset towards AI, automation and new ways of working
• Strong people leadership and coaching capability with the ability to motivate, develop and hold team members accountable
• Ability to prioritise effectively and manage competing demands in a fast-paced environment

No candidate will meet every single desired skill and qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!