Customer Experience Specialist

Description:

Requirements

Join a global leader in sporting goods and outdoor performance. Amer Sports is home to iconic brands like Wilson , Salomon , and Arc'teryx , known for their innovation, quality, and connection to world-class athletes and passionate lifestyle consumers. With brand headquarters in Chicago (Wilson), Annecy (Salomon), and Vancouver (Arc'teryx), our ANZ team operates from a vibrant new facility in Moorabbin, Melbourne. We're a dynamic group of professionals committed to delivering exceptional consumer experiences—and we're growing!

We're currently seeking a Customer Experience Specialist to join our team. This is a fantastic opportunity to work with premium brands and gain hands-on experience in digital commerce, customer engagement, and VIP guest management.

About The Role

As a key member of the Customer Experience team, you'll help customers fall in love with our brands by delivering outstanding service across digital channels. With your focus being on Arcteryx and Salomon, you'll collaborate with our eCommerce team to improve the online shopping experience and high touch relationship management.

Key Responsibilities

• Order & Return Management: Ensure smooth processing of orders and returns by following established protocols
• Warranty Claims: Assess and process customer warranty requests with care and accuracy
• Customer Support: Respond to inquiries via live chat, email, social media, and phone
• Product Expertise: Become a go-to advisor on our products, helping customers find the perfect fit for their needs
• Performance Goals: Contribute to achieving monthly KPIs and team targets
  
  

VIP Guest Experience (Golden Guests)

You'll support the day-to-day delivery of our Golden Guest (VIP) experience, helping ensure every interaction feels personal, thoughtful and on-brand. Working closely with the CRM & Loyalty Manager, you'll help execute communications, events and touchpoints that bring the program to life. Responsibilities include:

• Executing Golden Guest communications, including onboarding emails, quarterly touchpoints, event invitations and responding to inbound enquiries, following established plans and brand guidelines
• Drafting written communications in our brand tone, with guidance and review provided as you grow in the role
• Supporting the delivery of Golden Guest events, including preparation, guest coordination and on-site assistance
• Maintaining Golden Guest records, ensuring communication logs, guest details, purchase history and event attendance are accurately tracked
• Capturing guest feedback and observations and sharing insights with internal teams
• Supporting the ongoing evolution of the Golden Guest program, contributing ideas and improvements as confidence and experience build
  
  

What You Bring

• Natural people skills: you genuinely love connecting with people and bring warmth, confidence and energy to every customer interaction — from inbox to in-person VIP events
• Passion for Sports & Outdoors: You're enthusiastic about our products and the active lifestyle they support
• Curiosity & Drive: You're eager to learn, stay updated on tools and trends, and understand how brands operate
• Customer Insight: You understand consumer behaviour, media habits, and shopping preferences
• Exceptional Communication: You're confident and personable in both written and verbal interactions, with a warm and professional tone
• Relationship Building: You excel at creating meaningful connections with customers, especially VIPs, and understand the importance of personalized service
• Discretion & Professionalism: You handle sensitive customer information with care and maintain a high level of confidentiality
• Event & VIP Engagement: You're comfortable supporting events end-to-end and confidently engaging with VIP guests in social, brand-led environments
• Team Collaboration: You build strong relationships with colleagues and partners, and contribute positively to team culture
• Tech Savvy: Comfortable with Excel and data sets; experience with SAP is a plus
  
  

Why Join Us?

• Work with globally recognized brands in a fast-paced, supportive environment
• Gain exposure to digital commerce and cross-functional collaboration
• Enjoy product discounts and other great perks
• Be part of a fun, energetic, and open-minded team
  
  

Ready to make an impact?

Apply now by submitting your CV and cover letter. We can't wait to hear from you!