PVH Customer Care Manager
- Location
- SydneyNew South WalesAustralia
- Employment
- Full-Time
- Seniority
- Manager
- Department
- E-Commerce, Digital & Data Analytics
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Sep 23, 2026
PVH Customer Care Manager role in Sydney: Lead e-commerce customer service team, manage Zendesk operations, and drive customer satisfaction.
Role & Responsibilities
- Lead, mentor and develop a team of six Customer Care Representatives, ensuring consistent service excellence and individual performance
- Partner with the Head of E-Commerce to develop and deliver customer care initiatives aligned with commercial objectives
- Define and monitor customer satisfaction targets, analyzing CSAT metrics, dispatch rates and returns performance across owned and partner channels
- Manage Zendesk platform operations, including product ownership, workflow optimization and data interpretation to identify improvement opportunities
- Oversee daily customer care activities including email management, phone support, order processing and returns coordination
- Collaborate with warehouse, logistics and IT teams to resolve enquiries, manage order allocation and ensure timely processing
- Conduct UAT and QA testing for site updates impacting order management and customer care systems
- Develop weekly and monthly reporting dashboards providing business-wide insights into customer experience metrics and operational performance
- Plan resourcing and roster scheduling in alignment with seasonal volumes and business peak periods
- Investigate customer enquiries and partner with cross-functional stakeholders to ensure resolution within target timeframes
Qualifications
- 5+ years' experience leading a customer care team in a similar role
- Advanced proficiency with Zendesk, including ability to interpret customer experience data and optimize workflows
- Demonstrated experience with e-commerce platforms, tools and technologies (Magento, SFCC, SAP or equivalent systems)
- Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Excellent communication and problem-solving capabilities with collaborative, team-focused approach
- Detail-oriented with strong organizational and process improvement skills
- Ability to effectively collaborate with cross-functional teams and external partners
Skills
Experience
5+ years in a similar customer care leadership role, managing customer service teams and overseeing customer experience operations within e-commerce or retail environments. Experience with fashion e-commerce and omnichannel retail highly desirable.
Education
Not specified
Workplace
The successful candidate will be located in Sydney, New South Wales, Australia.
Benefits
Generous discounts on Calvin Klein, Tommy Hilfiger and Van Heusen brands; paid parental leave scheme; summertime hours schedule; corporate discount with Medibank; employee activities calendar; annual flu shot clinic; free Headspace meditation app membership; access to Employee Assistance Program; referral bonus
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like PVH, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Service Manager», «E-Commerce Operations Manager», «Support Team Lead», «Customer Experience Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.