Customer Success Manager (eCommerce)

Step into a senior leadership role at Team Global Express as a Customer Success Manager (eCommerce), where your expertise in eCommerce and customer experience will drive our strategic vision forward. This role offers a unique opportunity to oversee and optimise the end-to-end operational performance of our eCommerce supply chain and customer experience functions. You will be instrumental in designing scalable, future-fit network solutions that align with our strategic growth objectives, ensuring seamless partner integration, continuous process improvement, and high-performing service delivery across all digital and support touchpoints.

At Team Global Express, we value collaboration, innovation, and excellence. As a Customer Success Manager, you will lead cross-functional teams, drive data-led decision making, and champion best-in-class CX standards. This role is perfect for a seasoned professional who thrives in a fast-paced environment, is committed to continuous improvement, and is eager to bring their strategic vision and leadership skills to a company that values their contributions.

Key Responsibilities

• Oversee the full spectrum of downstream eCommerce operations to ensure efficiency, scalability, and alignment with business goals.
• Lead day-to-day execution of eCommerce logistics and supply chain activities to deliver consistent service levels.
• Design and implement scalable, future-focused network strategies that support long-term growth and evolving customer needs.
• Identify, assess, and prioritise operational improvement opportunities across the eCommerce supply chain and customer experience.
• Lead, coach, and develop a team of direct reports to ensure alignment with performance expectations and foster continuous growth.
• Lead the onboarding and operational integration of new eCommerce partners into Global Express, ensuring readiness and seamless transitions.

Skills and Qualifications

• Proven ability to lead cross-functional teams and influence stakeholders across operations, technology, and customer service functions.
• Strong strategic thinking and decision-making skills, with the ability to translate vision into executable plans.
• Experience in driving change, leading continuous improvement initiatives, and embedding new ways of working.
• Excellent communication and interpersonal skills, with the ability to build credibility and engage at all levels of the organisation.
• Customer-first mindset, with a passion for delivering outstanding experiences and driving customer advocacy.
• Deep understanding of eCommerce logistics, fulfilment, and supply chain operations, including last-mile delivery models.

Characteristics and Traits

We are looking for a visionary leader with a solutions-focused mindset. The ideal candidate will be resilient, adaptable to change, and possess strong communication and negotiation skills. You should have a proven track record of managing end-to-end eCommerce operations in a complex, fast-paced environment. A tertiary qualification in Supply Chain Management, Business, Logistics, Operations, or a related discipline is preferred, along with a minimum of 10 years of experience in eCommerce, supply chain, logistics, or customer experience roles, with at least 2 years in a leadership capacity.

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About Team Global Express

Team Global Express (TGE) is an Australian-owned transport and logistics business delivering to Australia and New Zealand. We’re not only transforming our operations but striving towards changing the logistics industry and becoming an Environmental, Social, and Governance leader by 2030. To learn more about our story, visit https://teamglobalexp.com/.

Why TGE

We care about our customers, our people, and our planet. We are always innovating and improving our services. We are driven by passion and purpose, and we never stop.

What we offer

• Competitive salary above industry standards
• Upskilling, training, mentoring and more to support your career development journey
• Fun and practical employee perks and discounts
• Flexible work, including work from home
• Inclusive parental leave policy that supports all parents & carers
• Peer recognition awards acknowledge when you go above and beyond.

An inclusive workplace, works for everyone

We celebrate difference. We are committed to a diverse and inclusive workplace that gives everyone the chance to contribute to a bigger and brighter future with us. As an Equal Opportunity Employer, we welcome and invite applicants of all ages, cultural backgrounds, genders, sexual orientations, people living with disabilities, neurodiverse individuals and Aboriginal and Torres Strait Islander Peoples to apply. Team Global Express acknowledges the Aboriginal and Torres Strait Islander peoples as First Peoples of Australia and the Māori, as tangata whenua and Treaty of Waitangi partners in Aotearoa New Zealand.

Our recruitment process

Applying for a job starts with an online application form, from there you may be invited to complete an online assessment followed by a virtual or in person interview. The last step is undergoing pre-employment checks, which includes a criminal history check and a medical assessment including fitness to work and drug & alcohol screening.

Other things to note

• When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the recruitment process.
• During the recruitment process, please keep an eye on your junk emails and spam folders for updates.
• TGE is listed as one of LinkedIn’s Top Companies of 2023 and 2024 in Australia.