Customer Care & Experience Lead

About the company
Our client is a globally recognised premium coffee brand with over a century of heritage, founded in Italy. The business operates internationally across retail, food service and direct-to-consumer channels, with a strong focus on quality, customer experience and operational excellence. In Australia, the team runs with a lean, collaborative structure while working closely with European headquarters. With a recent route to market change and a Salesforce rollout underway, the local team is entering a key phase of growth and uplift.

About the role
The Customer Care & Experience Lead will take ownership of the customer care function, managing one direct report and partnering closely with internal teams and a third-party customer service provider. You will oversee the resolution of customer issues, escalations, claims and order management, while supporting route-to-market and product updates. A key focus will be driving the Salesforce rollo...