Pet Circle

Product Director - Customer

Striving to create a better world where every pet is healthy, happy and spends more quality-time with their pet parents

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  • Customer Support

  • Full-time

  • Office | Sydney, NSW, Australia

  • Visa sponsorship · No

  • Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.

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Why Pet Circle

Since we were founded in 2011, Pet Circle’s aim has been simple; to provide our community of loving pet parents with all of their pet needs, from the comfort of their own homes. We are a true specialist for everything ‘pet’ because we believe pets deserve better.

Fast forward ten years and today we support over 700,000 loyal customers with a better range, better price and better experience.

Our team is over 600 employees and we are a fast-growing leader in the Australian eCommerce space. We're also incredibly proud to be Australia’s largest online pet retailer.

About the role

The Opportunity

We’re looking for a talented individual to join Pet Circle as our new Product Director - Customer. This is a pivotal senior role that will steer the evolution of our core digital customer experiences. We have an ambitious plan to take our customer experience to the next level and this role will be at the heart of that journey. This is one of those rare career defining opportunities for the right individual. In the role, you will become a core member of our product leadership team, led by our Chief Customer Officer, and will lead a team of product managers, working closely with engineers and product designers in a squad based model. Success in the role will mean working collaboratively with other leaders and functions within Pet Circle as well as with external partners. This role will suit an ecommerce savvy leader who is passionate about great customer experiences. Someone who is highly driven, excited by challenge, sees opportunities where others see hurdles, and loves chasing an ambitious “North Star.”

What you'll be responsible for

  • 🛟

    Query Handling

    Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences

  • 👍🏼

    Complaints Resolution

    Log, investigate, and resolve customer dissatisfaction or problems, to improve negative customer experiences

Skills you'll need

  • ✍🏼

    Written communication

    Writes in a clear and structured format to convey information and ideas effectively to a target audience

  • 🎙

    Verbal communication

    Speaks clearly to convey information effectively to a target audience

  • 💡

    Problem solving

    Identifies problems and develops logical solutions that address the problems

Meet the team

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Customer Specialist

Pet Circle