Description:
Benefits and perks
- A vibrant and fun team culture
- Huge pipeline for career development with a growing brand
- Epic staff discounts on our product plus other businesses we’ve built strong community partnerships with
- EAP to support our team wellbeing
- You’re our biggest asset - start smashing your goals to be 1% better every day with complimentary access to our book library via Audible, and purposeful personal/professional development forums
- Access to our in-house gym and regular weekly free team member exclusive training sessions
- Sweat with the community - allowances to network with (and workout with) our fitness partners
Our story
LSKD is an Australian-owned and operated brand that prides itself in producing high-quality functional sportswear with a street aesthetic. Ever since our formation we’ve never been content settling for the norm; we’re constantly evolving and challenging the status quo, inspired by the restless few who influence style, shape the future and strive to be 1% better everyday!
The gig
You're a people person, natural care with communication flare! You're a passionate leader who loves to mentor and coach, yet humble in wanting to continue to learn yourself.
This is a permanent Full Time position, we do respond to our incredible community across all 7 days of the week and so you'd be on a rotating roster covering all 7 days with hours between 6am and 6pm.
Leaders are teachers and are book-obsessed. As a leader within the Community Experience (CX) Team, you will be assisting the Community Experience Leadership Team and Head Coach with the daily operations. You will be leading a small team within CX and be responsible and accountable for setting team expectations, managing KPIs, feedback loops, and ongoing coaching to maintain a high standard of satisfaction for the LSKD Community. You will understand your teams’ Working Genius and brain types to be able to plan team tasks and projects accordingly. The position is highly autonomous and demands proactive problem-solving, and a commitment to LSKD core values, driving continual innovation and impactful community engagement. Leaning into There’s a way to do it better, find it to continuously improve the CX team, and assist in levelling up the team.
Day to day
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Optimise Community Experience processes across customer touchpoints.
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Lead by example, embodying LSKD values daily, championing projects, and committing to personal growth.
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Lead the team with a customer-first, sales-driven mindset, ensuring we maximise value in every interaction.
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Foster a high-energy, results-driven culture setting and managing KPIs, ensuring team accountability and growth.
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Own onboarding, training and continuous development for CX Experts, ensuring they have the tools to succeed.
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Develop strategies that enhance efficiency, engagement, and sales conversion without compromising the overall experience.
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Lead real-time decision-making, problem-solving, and escalations to maintain world-class customer interactions.
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Implement proactive chat strategies, utilising automation and personalisation to drive customer satisfaction and conversion.
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Develop and execute sales coaching within chat, improving upselling, cross-selling, and community engagement.
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Be obsessed with numbers and analytics, tracking key metrics like CSAT, response time, chat-to-sale conversion rates, and engagement.
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Leverage AI and data to optimise chat, track customer behaviour, and improve strategy.
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Create and refine chat scripts, automation, and best practices to enhance efficiency without jeopardising the overall community experience.
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Work closely with Marketing and e-commerce to align chat strategies with promotions, product launches, and community engagement goals.
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Leverage AI tools to automate and optimise workflows, improving response time, personalisation, and overall efficiency. Exploring AI driven chat solutions to enhance the customer experience.
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Utilise AI-powered analytics to gain deeper insights into customer behaviour, improve decision-making, provide reporting, and proactively address community needs.
- Represent CX insights in strategy meetings, OKRs, and All Team Throwdowns.
Be the voice of the customer, gather and share customer feedback to drive action across teams.
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Build strong relationships with Customer Success Managers, Tech Teams, Marketing, and Ecommerce to ensure our chat and customer service tools are evolving with business needs.
What will you embody?
- The Ideal Team Player: You are Hungry, Humble and Smart
- Act as a brand ambassador behaving in line with our mission and values
- A quick decision maker that uses all information available
- Adaptable: Thrives in uncertainty and can change priorities in a fast-paced environment
- Resilience: Remains persistent, positive and above the line; recovers quickly from setbacks
- Exceptional communication and interpersonal skills
- Ability to work collaboratively within a team and across departments
- Loves to learn; you're eager to listen to our LSKD book library
- People developer; you're excited to develop a high performing team
- Innovative; keen to implement process improvements for chat, automation and self service tools
So what do you need to get the gig?
Turn this application upside down: blow it out of the water and show us why you want to be part of Australia's fastest growing brand!