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.
About the Role…
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:
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Lead, coach and develop Customer Experience Representatives through regular 1:1s, quality reviews and performance conversations.
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Manage daily team operations, ensuring workloads are balanced and service levels are achieved across all contact channels
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Monitor and drive team performance against KPIs including CSAT, NPS contribution, response times, resolution times, productivity and quality measures
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Act as the primary escalation point for complex customer enquiries, complaints and service recovery situations.
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Conduct quality assurance reviews and provide structured coaching to improve customer interactions and resolution quality
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Identify recurring customer issues, process gaps and operational risks, escalating improvement opportunities to the Manager, Customer Service & Experience
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Partner closely with CS Technical Lead, Retail, Logistics, Aftersales, Sales Operations and Brand teams to resolve customer issues and improve service outcomes.
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Support the implementation of new systems, tools, AI initiatives and process improvements, ensuring successful team adoption
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Maintain accurate reporting and visibility of team performance, highlighting risks, challenges and opportunities for improvement.
About you..
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;
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Demonstrated experience within Customer Experience, Customer Service or Contact Centre environments
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Previous experience leading, coaching or mentoring team members with proven capability managing service KPIs and operational performance.
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Demonstrated experience handling escalated customer enquiries and complaint resolution and working within CRM and customer support platforms
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Experience within retail, sporting goods, consumer goods or wholesale distribution
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Growth mindset towards AI, automation and new ways of working
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Strong people leadership and coaching capability with the ability to motivate, develop and hold team members accountable
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Ability to prioritise effectively and manage competing demands in a fast-paced environment
Apply today!
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!
