Customer Care Manager

We are seeking a confident leader to join our fun, energized, and talented Head Office team to lead innovation and efficiencies, inspire teams, and deliver exceptional customer experiences. In this fast-paced hands-on role, you’ll oversee all aspects of our Customer Care and online order fulfilment.

Your mission will include refining systems, increasing the use of AI, and ensuring efficient processes and seamless reporting. With a focus on data-driven insights and innovative solutions, you’ll drive improvements and elevate our customer care to even greater heights.

You’ll lead a team to deliver seamless service, support our stores, and consistently exceed customer expectations.

This is a full time in office role Monday - Friday.

WHAT YOU WILL DO :

• Customer Service: Manage all customer inquiries across email, phone, and social media, resolving issues with empathy and efficiency and improve post-purchase experiences.
• Fulfilment Oversight: Streamline order processes, optimize automation, and ensure timely and accurate fulfilment.
• Reporting & Insights: Participate in continuous improvement initiatives, helping us stay ahead of industry trends and improve our service offering
• Team Leadership: Foster a collaborative and high-energy environment that motivates your team to excel.
• System Optimization: Enhance integrations between Shopify, Gorgias, Lightspeed & Star Ship It as well as Monday.com

WHAT YOU WILL BRING :

• 2+ years of experience in customer service management or a related field
• Expertise in streamlining and improving systems, with a focus on e-commerce integration (Shopify and Lightspeed) and order fulfilment efficiency.
• Strong analytical and troubleshooting skills to address customer inquiries and resolve issues promptly.
• Proven experience in managing teams, fostering a positive and motivating work environment.
• Exceptional verbal, written, and visual communication skills, ensuring clear interactions with customers, stores, and head office teams.
• A track record of implementing customer-facing strategies that enhance satisfaction, loyalty and sales.
• The ability to identify emerging trends in customer preferences, service performance, and industry practices, and provide actionable insights for future improvements.
• Strong understanding of e-commerce systems and best practices in customer care and fulfilment.

ABOUT US:

Flo & Frankie is a New Zealand, family-owned and run business known for its quality products and warm customer service. Our passion is our people, and we strive to be a part of something meaningful, helping others build self-confidence and feel empowered.

We have sustainability at the forefront of our minds as we continue our journey to always be better for our planet. For example, we’re proud to say we have no plastic wrapping on any of our own brand fashion garments when they are delivered to our warehouse.

We value making a difference through our Flo Gives Back projects that have a real and lasting impact, supporting local and international charities.

We are committed to providing a memorable and personalised experience for our customers, which is reflected in our culture and values, and we're seeking individuals who share our passion for delivering above and beyond customer service.

We pride ourselves on being flexible and supportive, offering great staff benefits and above market pay. You’ll play an integral part in our exciting journey as we continue to grow. With us, there's no limit to how far you can soar!

OUR PERKS:

• Above market salary and generous staff discounts.
• Being part of a friendly, down to earth, and supportive team of people who embody our core values and vision.
• Fun and supportive culture where everyone is celebrated and receives ongoing rewards and recognition.
• Ongoing training to ensure you are always up to speed and empowered to be your best self.
• Development opportunities that will help you grow both personally and professionally. As we continue to grow, we love to see our people grow too.
• Access to free and confidential EAP service.

This is an incredible opportunity to join our fast-growing business and really feel part of the growth of the business.