The Natalie Rolt team is located in Subiaco, Western Australia, in a creative workspace which connects our flagship Boutique, production and head office. At Natalie Rolt, we work collaboratively within a supportive environment, our team are integral to nurturing this culture and each person’s expertise and voice is valued.
Discover our available positions below and kindly note that we require a cover letter to consider applications.
The Customer Care Manager leads the customer journey across every touchpoint, ensuring elevated service, boutique experience and brand values come together to create a seamless and consistent experience.
Key Responsibilities
> Collaborate with the Head of Brand and Marketing to identify opportunities to improve the brand and customer experience. > Oversee the strategic direction of the customer experience, making recommendations that elevate the customer journey. > Create memorable experiences, ensuring brand values and tone are consistently embodied throughout interactions. > Develop and implement customer loyalty and retention strategies. > Coordinate release activations, service offerings and customer initiatives. > Harness customer communication channels, inclusive of email, phone and social media, to support a seamless journey. > Ensure all customer communication channels meet brand service turnaround times of one business day. > Navigate customer escalations, ensuring timely resolution and thoughtful service recovery. > Lead, train and support the Customer Care team to deliver elevated, solutions focused service. > Liaise with internal departments to maintain a seamless end‑to‑end customer experience. > Manage all boutique operations and policies in accordance with company procedures. > Execute visual merchandising in alignment with brand strategy and activations. > Ensure product quality and garment presentation standards are upheld. > Oversee service and key performance indicators, ensuring performance stays aligned with brand and business goals. > Provide considered input into rostering and team planning to ensure the boutique is supported for key customer moments. > Provide reporting and analysis on boutique performance. > Lead ongoing refinement of services, based on feedback, data and boutique performance insights.
Requirements
> Two or more years’ experience in customer-facing retail or service leadership. > Strong communication and relationship-building skills in person and digitally. > Proven ability to drive sales through an elevated customer journey and tailored strategies. > Demonstrated leadership capability with a focus on developing an inspired, motivated team. > Strong understanding of brand presentation and elevated service standards. > Intermediate capability with Office 365 and customer service platforms.
Benefits provided to you include
> Generous Staff Discount > Annual Wardrobe Allowance > Inclusive and enjoyable working environment > Competitive Salary
To apply, please submit your CV and an accompanying cover letter to marketing@natalierolt.com
