Job Description

Our Brand

Established in 1938, Oroton has evolved over the decades to be a modern lifestyle brand, synonymous with craftsmanship, accessible luxury and a unique Australian sense of beauty. We are inspired by our purpose of creating accessible modern luxury for real life and sharing it with the world. This year we are celebrating 88 years of heritage and we are in an exciting chapter of growth and reinvention.

The Role

We are on the lookout for a Customer Care & Clienteling Manager to lead and elevate our end-to-end customer experience across all key touchpoints. You’ll lead a high-performing team while driving a seamless omnichannel journey that blends service excellence with personalised client engagement. Reporting into the GM Digital and sitting within the Omnichannel Squad, you’ll influence cross-functional initiatives, champion a customer-first culture, and use data-driven insights to continuously elevate performance, loyalty and commercial outcomes.

This is a hands-on, customer-centric role based in our Sydney Support Office, in Chippendale. You will manage a team working with both in-office with you and remotely.

Key responsibilities include but are not limited to:

• Coach, mentor and inspire a team of Customer Care Advisors (on-site and remote)
• Handle complex or sensitive customer issues with empathy and speed
• Design and deliver training, onboarding and quality assurance frameworks
• Drive customer retention and revenue through personalised outreach and relationship-building
• Lead clienteling strategy including segmentation, communication plans and high-value client growth
• Oversee order journeys including Click & Collect, Ship-from-Store and fulfilment performance
• Proactively identify and resolve order issues, delays and aftersales challenges
• Analyse returns and service data to uncover trends and improvement opportunities
• Build and refine customer service processes, policies and reporting
• Collaborate closely with teams across Ecommerce, Retail, Supply Chain, Marketing and beyond

What we are looking for:

• Proven experience in Customer Experience, Customer Care, Clienteling or Omnichannel roles
• A natural leader who knows how to motivate, develop and elevate a team
• Passion for people, relationships and delivering standout brand experiences
• Exceptional communication skills — written and verbal
• Calm, solutions-focused approach to resolving complex customer challenges
• Commercial mindset with a focus on driving retention, loyalty and growth
• Tech-savvy with experience across multiple systems (Zendesk highly regarded)
• Highly organised with the ability to juggle priorities and work cross-functionally
• Proactive, hands-on and always looking for ways to improve

Benefits and Culture

In joining Oroton, you will be joining a group of talented, fun and supportive individuals who are all committed to their craft and to the enduring success of our iconic Australian brand. You will also enjoy:

• Enjoy our hybrid working policy for a flexible approach to work
• Additional leave policy of 4 Recharge days per year, on top of annual leave entitlements
• Birthday leave
• Learning & development opportunities, with internal promotions a priority
• Generous product discounts and lifestyle benefits (fitness membership discounts, salary packaging options + more!)
• 12 weeks Paid Parental Leave including paid superannuation for eligible employees
• Access to our Employee Assistance Program and well-being initiatives

If you’re ready to take ownership of the customer experience and shape how a brand builds lasting relationships, we’d love to hear from you. Apply now to join the World of Oroton.

Only applicants with working rights in Australia will be considered for this opportunity.