My Muscle Chef (MYMC) is Australia's premium fresh ready-made meal and functional food and beverage company. Based in Sydney, NSW, we are growing quickly to extend our position as the online direct to consumer and retail industry leader in a category that is experiencing explosive growth. We are for everybody, every goal: our team is driven to find a better way to fuel active Australians, from elite athletes to everyday people with award winning, readily available, high protein fresh meals, snacks and drinks for all occasions. We fuel our customers' busy and increasingly time poor lifestyles and meet their nutritional needs, whatever their goals.Founded in 2013, we have enormous ambition and are growing rapidly. We are seeking high energy individuals to join our entrepreneurial team and culture to help us unlock our next phase of hyper growth.MYMC valuesWe pride ourselves on a set of values that tangibly guide our behaviours and decisions, so we can grow the business and enjoy a world-class working experience. Find a Better Way. Walk in our Customers' shoes. Everyday. Challenge ideas and champion Solutions. Integrity is Stronger than Muscle. Enjoy the Journey! We expect everyone at MYMC to strive towards living these values.Position SummaryAs the Retail Customer Support Manager, you will be responsible for leading a dynamic team of customer service representatives, overseeing their performance, and driving continuous improvement in customer service delivery. This role focuses on managing day-to-day customer service operations, coaching and developing the team, and working closely with internal and external stakeholders to ensure seamless support for our retail clients. Your goal is to maintain high customer satisfaction, improve operational efficiencies, and drive the success of our retail partnerships.Key Responsibilities: 1. Team Leadership & Development: Lead, manage, and inspire the retail customer support team to deliver exceptional service. Conduct regular performance reviews, provide feedback, and identify development opportunities for team members. Build and maintain a positive team environment, encouraging collaboration and professional growth. Develop training programs to enhance team knowledge and skills in customer engagement, problem-solving, and product expertise. 2. Stakeholder Engagement: Serve as the key point of contact for retail partners regarding customer service inquiries, escalations, and support needs. Collaborate closely with Sales, Field, Logistics, and other internal teams to ensure alignment and efficient service delivery. Proactively engage with external stakeholders, gathering feedback to improve processes and enhance the customer experience. 3. Operational Excellence: Oversee the management of CRM system – Dynamics 365/Forest, ensuring accurate and up-to-date customer data. Update weekly complaints tracker Track orders and liaise with internal/external logistics teams for any delivery questions/solutions. Develop and implement strategies to optimize workflows, improving response times and service quality. Identify and implement process improvements to drive efficiency within the customer service team. 4. Customer Satisfaction & Retention: Handle escalated customer issues and ensure swift resolution to maintain high levels of satisfaction and trust with retail partners. Analyse customer feedback and service metrics to drive continuous improvement initiatives. Manage customer complaints and work proactively to prevent future issues. Skills & Experience: 5+ years in a customer service management role, ideally within retail, FMCG, or food manufacturing industries. Demonstrated experience in leading and developing teams, with a proven track record in people management, coaching, and process improvement. Experience managing stakeholder relationships and collaborating with cross-functional teams. Strong problem-solving skills and the ability to manage escalated issues effectively. Excellent communication skills, both written and verbal, with the ability to engage with internal and external stakeholders. Strong understanding of CRM systems and customer service performance metrics. Ability to thrive in a fast-paced, high-growth environment, managing multiple priorities. Passion for delivering outstanding customer experiences and fostering team success. What's in it for you? A high-energy, collaborative work environment with opportunities On-site fully equipped gym Staff discounts on our delicious meals, snacks and drinks Recognition & Reward, Wellbeing programs Quarterly business off-site New state of the art facility located in Yennora On-site car parking, close proximity to train station We encourage you to apply now if you are looking to be part of a rapidly growing business.All applicants with permanent work rights in Australia (Australian Citizens & Permanent Residents only) are welcome to submit their CV and we will be in touch.