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. 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: 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. 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; 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 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!