Head of Online Customer Support

Employer Soundbay (aka Mannys & Store DJ)
Location Melbourne
Position Head of Online Customer Support
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SoundBay (trading as Mannys Music and Store DJ) is Australia’s leading retailer of Musical Instruments, Pro Audio, DJ, and Lighting Equipment. Our Purpose is to Empower Creators to Make the Human Experience More Extraordinary. We operate 12 physical stores in 6 locations with attached storerooms across Australia, as well as a strong online presence and ecommerce platform, supported by a national logistics operation. We are a tight-knit team of music lovers with access to the latest and greatest musical equipment and expertise, in a business that continues to grow.

This position will report to the General Manager, Online and Business Process, overseeing SoundBay’s Online business. The Online team is split between Customer Care and Order Approvals functions, and the role will involve input and oversight on all aspects of our Online business including delivery of major projects, driving initiatives forward to improve systems and processes, and leading the team to excel in both culture and performance.

The current budget allocation for this role is $110,000 + bonus + super, however this is negotiable.

Regular Duties Include:

  • Championing SoundBay’s culture, purpose, and values.
  • Overseeing all aspects of SoundBay’s Online team to deliver an outstanding omnichannel customer experience.
  • Being accountable for the delivery of key performance metrics and targets across the Online team.
  • Assisting your Customer Care and Order Approvals managers in running the day-to-day operations of the team.
  • Cultivating a positive team culture that provides sustainable, people-focused service.
  • Enhancing the relationships between the Online team, our customers, and all other facets & location of the business.
  • Working with SoundBay’s National Leadership Team on strategy and implementation that further improves our Online function.
  • Being the face of the Online team in the business as you collaborate with other departments, such as our retail stores, Retail People Operations, Marketing, Logistics and Finance.

Essential Skills and Experience Required:

  • At least 5 years people leadership experience in a customer support centre environment.
  • Demonstrated understanding of FMCG or retail industry operations including inventory, logistics, customer service, sales etc
  • Experience in uplifting teams and maturing processes in a similar role.

Highly Regarded Skills:

  • An interest in and understanding of musical instruments and/or music technology.
  • Relevant musical, business or tertiary qualification.

Benefits of Joining this Amazing Team:

  • Paid birthdays off
  • Incredible discounts on products
  • Access to free personal development and training
  • Association with amazing brands
  • Career growth and development opportunities
  • Work from home arrangements available post probation.

SoundBay Culture:
SoundBay’s success is built on the passion, drive, and commitment to its staff. Our culture is centred around people, whether it is our customers or our colleagues! Our Values are that We Dream Big, We Connect and We Make It Happen.

We celebrate diversity and are committed to creating an inclusive environment for all.

SoundBay is an equal opportunity employer. So if you think you have what it takes, but don’t necessarily meet every single point on the job description, we would still encourage you to apply. You might just be who we are looking for.

For any questions about this role, feel free to contact jobs@soundbay.com.au