Customer Experience Team Leader

About the role

Amer Sports is seeking an operational leader to drive the day‑to‑day performance of its Customer Experience team across all brands in Australia and New Zealand. You will coach, develop and manage a team of representatives, ensuring high service standards and seamless customer interactions.

Key responsibilities

• Lead, coach and develop Customer Experience Representatives through regular 1:1s, quality reviews and performance conversations.
• Manage daily operations, balance workloads and meet service level targets across all contact channels.
• Monitor and improve KPIs such as CSAT, NPS, response times, resolution times, productivity and quality.
• Act as primary escalation point for complex enquiries, complaints and service recovery.
• Conduct quality assurance reviews and provide structured coaching.
• Identify recurring issues, process gaps and operational risks, escalating improvement opportunities.
• Partner with Technical Lead, Retail, Logistics, Aftersales, Sales Operations and Brand teams to resolve issues.
• Support implementation of new systems, tools, AI initiatives and process improvements.
• Maintain accurate reporting and visibility of team performance.

Required profile

• Proven experience in Customer Experience, Customer Service or Contact Centre environments.
• Demonstrated leadership, coaching and KPI management capabilities.
• Experience handling escalated enquiries and complaint resolution using CRM platforms.
• Background in retail, sporting goods, consumer goods or wholesale distribution.
• Growth mindset toward AI, automation and new ways of working.
• Strong analytical, commercial and cross‑functional collaboration skills.

Required skills

What we offer

• Opportunity to lead a high‑performing team within internationally recognised sports brands.
• Collaborative, fast‑paced environment with focus on innovation and customer excellence.
• Potential for professional growth and development across the region.