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 channelsMonitor and drive team performance against KPIs including CSAT, NPS contribution, response times, resolution times, productivity and quality measuresAct 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 qualityIdentify recurring customer issues, process gaps and operational risks, escalating improvement opportunities to the Manager, Customer Service & ExperiencePartner 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 adoptionMaintain 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 environmentsPrevious 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 platformsExperience within retail, sporting goods, consumer goods or wholesale distribution Growth mindset towards AI, automation and new ways of workingStrong people leadership and coaching capability with the ability to motivate, develop and hold team members accountableAbility to prioritise effectively and manage competing demands in a fast-paced environmentApply 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!
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!
Elevating the world through sport—from courts to slopes, from cities to mountains, and everywhere in between, we aim to inspire people to explore and experience the joy of sports and outdoor activities, and lead better, healthier lives. Our vision is to be the global leader in premium sports and outdoor brands. Our iconic brands—including Arc’teryx, Salomon, Wilson, and Atomic—are creators of exceptional apparel, footwear, equipment, protective gear, and accessories that give athletes and consumers the confidence and comfort to excel. Our global community of 11,400 people operates in 41 countries. Our revenue totaled $4.37 billion in 2023. Amer Sports, Inc. shares are listed on the New York Stock Exchange. Learn more about our company growth strategy, purpose and values, operations, and history spanning 70+ years.
Elevating the world through sport—from courts to slopes, from cities to mountains, and everywhere in between, we aim to inspire people to explore and experience the joy of sports and outdoor activities, and lead better, healthier lives. Our vision is to be the global leader in premium sports and outdoor brands.
Our iconic brands—including Arc’teryx, Salomon, Wilson, and Atomic—are creators of exceptional apparel, footwear, equipment, protective gear, and accessories that give athletes and consumers the confidence and comfort to excel.
Our global community of 11,400 people operates in 41 countries. Our revenue totaled $4.37 billion in 2023. Amer Sports, Inc. shares are listed on the New York Stock Exchange.
Learn more about our company growth strategy, purpose and values, operations, and history spanning 70+ years.
