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Customer Care Manager

We have an exciting opportunity for a Customer Care Manager to join our passionate and collaborative Customer Care team and support the delivery of the outstanding customer service that drives customer satisfaction.Reporting to the Ecommerce Operations Manager, this role supports our retail and online channels with all queries and issue resolution.  APG & CoA leader in the Australian fashion industry, APG & Co designs and manages Sportscraft, SABA and JAG. For over 50 years, APG & Co. has curated, grown and evolved these brands to be at the forefront of Australian fashion. We celebrate our history while allowing our brands to express themselves in contemporary, relevant and authentic ways.We have an unwavering commitment to design and quality across all aspects of our business. This commitment, when coupled with our creativity and passion allows us to bring great brands to life in engaging and surprising ways.APG & Co has over 1200 employees across Australia and New Zealand.The working environment is dynamic, professional and passionate. The mission: Bringing Brands to Life. APG & Co values working as a collective, thriving on change, and playing to win. We are built to last.   The Role Team Leadership & Performance ManagementLead, coach, and hold all Customer Care Team members accountable for achieving individual and team KPIs.Deliver structured onboarding and continuous training programs to ensure team readiness and capability.Maintain and regularly update training materials to reflect current processes, systems, and customer expectations.Conduct regular one-on-one performance reviews with clear, actionable feedback and development plans.Facilitate high-impact team meetings to align on priorities, policy updates, and performance insights.Recruit and onboard high-performing team members who align with our values and customer-first mindset.Operational Excellence & ReportingSet clear performance targets and enforce accountability across the team.Analyse customer enquiry trends and team performance data to identify gaps and implement solutions.Proactively escalate and resolve systemic customer experience issues, driving continuous improvement.Own and optimize Helpdesk tools and workflows to maximize team efficiency and customer satisfaction.Ensure the team is consistently informed about product launches, seasonal changes, and promotional activity.Workforce Planning & SchedulingBuild and manage rosters based on ticket volume forecasts, business trends, and team capacity.Align scheduling with task complexity and customer demand to ensure optimal coverage.Accurately submit and manage timesheets in line with business requirements.Customer & Store SupportStep in as a Customer Care Consultant when needed to support peak periods or complex issues.Provide hands-on support across all Customer Care functions to maintain service continuity.Partner with wider business teams to resolve escalations and deliver seamless support.Customer Experience & Business ImprovementChampion a customer-first culture by identifying and executing initiatives that enhance the customer journey.Lead cross-functional feedback loops to share insights and drive customer-centric improvements across the business.Facilitate regular customer feedback sessions with internal stakeholders to align on service enhancements.Build strong interdepartmental relationships to streamline processes and elevate the end-to-end customer experience. YouProven leadership experience managing high-performing customer care or support teams, including offshore and multi-location environments.Minimum 2 years in a customer service management or team leadership role, preferably in a fast-paced, omnichannel retail or ecommerce setting.Demonstrated ability to drive team productivity and performance through KPIs, coaching, and structured development plans.Strong background in workforce planning, including rostering, forecasting, and resource optimization.Experience using customer service platforms and project tools to manage workflows and reporting.Excellent analytical and problem-solving skills with the ability to interpret data and implement process improvements.Confident in managing cross-cultural teams, with a strong understanding of how to build engagement and accountability.Exceptional communication and interpersonal skills, with the ability to influence and collaborate across departments.High level of emotional intelligence, resilience, and adaptability in managing team dynamics and customer escalations.Where do I sign?As part of the APG family you'll enjoy plenty of exiting rewards and benefits.50% discount on all brandsTrue work / life balanceBirthday leaveCulture Club - monthly social events, monthly morning tea and moreAn Employee Assistance Program for you and your familyPaid Parental LeaveRecognition and Service awardsEmployee Referral ProgramStyle your career in a new direction – apply now and join our talented team. AUD Australia - NSW Sydney CBD, Inner West & Eastern Suburbs Mascot 2020
Job Opportunity | Customer Care Manager | APG & Co. Support Office

Customer Care Manager

  • Iconic Australian fashion brands - SABA, Sportscraft & JAG
  • Beautiful new offices in Mascot
  • 50% off product, birthday leave and more

We have an exciting opportunity for a Customer Care Manager to join our passionate and collaborative Customer Care team and support the delivery of the outstanding customer service that drives customer satisfaction.

Reporting to the Ecommerce Operations Manager, this role supports our retail and online channels with all queries and issue resolution. 

 

APG & Co

A leader in the Australian fashion industry, APG & Co designs and manages Sportscraft, SABA and JAG. For over 50 years, APG & Co. has curated, grown and evolved these brands to be at the forefront of Australian fashion. We celebrate our history while allowing our brands to express themselves in contemporary, relevant and authentic ways.

We have an unwavering commitment to design and quality across all aspects of our business. This commitment, when coupled with our creativity and passion allows us to bring great brands to life in engaging and surprising ways.

APG & Co has over 1200 employees across Australia and New Zealand.

The working environment is dynamic, professional and passionate. The mission: Bringing Brands to Life. APG & Co values working as a collective, thriving on change, and playing to win. We are built to last.

 

 

 

The Role 

Team Leadership & Performance Management

  • Lead, coach, and hold all Customer Care Team members accountable for achieving individual and team KPIs.
  • Deliver structured onboarding and continuous training programs to ensure team readiness and capability.
  • Maintain and regularly update training materials to reflect current processes, systems, and customer expectations.
  • Conduct regular one-on-one performance reviews with clear, actionable feedback and development plans.
  • Facilitate high-impact team meetings to align on priorities, policy updates, and performance insights.
  • Recruit and onboard high-performing team members who align with our values and customer-first mindset.

Operational Excellence & Reporting

  • Set clear performance targets and enforce accountability across the team.
  • Analyse customer enquiry trends and team performance data to identify gaps and implement solutions.
  • Proactively escalate and resolve systemic customer experience issues, driving continuous improvement.
  • Own and optimize Helpdesk tools and workflows to maximize team efficiency and customer satisfaction.
  • Ensure the team is consistently informed about product launches, seasonal changes, and promotional activity.

Workforce Planning & Scheduling

  • Build and manage rosters based on ticket volume forecasts, business trends, and team capacity.
  • Align scheduling with task complexity and customer demand to ensure optimal coverage.
  • Accurately submit and manage timesheets in line with business requirements.

Customer & Store Support

  • Step in as a Customer Care Consultant when needed to support peak periods or complex issues.
  • Provide hands-on support across all Customer Care functions to maintain service continuity.
  • Partner with wider business teams to resolve escalations and deliver seamless support.

Customer Experience & Business Improvement

  • Champion a customer-first culture by identifying and executing initiatives that enhance the customer journey.
  • Lead cross-functional feedback loops to share insights and drive customer-centric improvements across the business.
  • Facilitate regular customer feedback sessions with internal stakeholders to align on service enhancements.
  • Build strong interdepartmental relationships to streamline processes and elevate the end-to-end customer experience.

 

You

  • Proven leadership experience managing high-performing customer care or support teams, including offshore and multi-location environments.
  • Minimum 2 years in a customer service management or team leadership role, preferably in a fast-paced, omnichannel retail or ecommerce setting.
  • Demonstrated ability to drive team productivity and performance through KPIs, coaching, and structured development plans.
  • Strong background in workforce planning, including rostering, forecasting, and resource optimization.
  • Experience using customer service platforms and project tools to manage workflows and reporting.
  • Excellent analytical and problem-solving skills with the ability to interpret data and implement process improvements.
  • Confident in managing cross-cultural teams, with a strong understanding of how to build engagement and accountability.
  • Exceptional communication and interpersonal skills, with the ability to influence and collaborate across departments.
  • High level of emotional intelligence, resilience, and adaptability in managing team dynamics and customer escalations.

Where do I sign?

As part of the APG family you'll enjoy plenty of exiting rewards and benefits.

  • 50% discount on all brands
  • True work / life balance
  • Birthday leave
  • Culture Club - monthly social events, monthly morning tea and more
  • An Employee Assistance Program for you and your family
  • Paid Parental Leave
  • Recognition and Service awards
  • Employee Referral Program
Style your career in a new direction – apply now and join our talented team.
Recruitment Kit:


Brands

APG & Co. Support Office

JAG Retail

SABA Retail

Sportscraft Retail



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