Customer Service Team Leader – Retail Accounts

About Us:

My Muscle Chef (MYMC) is Australia’s premium fresh ready-made meal and functional food and beverage company. Based in Sydney, NSW, we are growing quickly to extend our position as the online direct to consumer and retail industry leader in a category that is experiencing explosive growth.

MYMC Values:

We pride ourselves on a set of values that tangibly guide our behaviours and decisions, so we can grow the business and enjoy a world-class working experience.

• Find a Better Way.

• Walk in our Customers’ Shoes. Everyday.

• Challenge Ideas and Champion Solutions.

• Integrity is Stronger than Muscle.

• Enjoy the Journey!

About the role:

Lead the sales and service performance for the MYMC Retail channel, driving revenue growth, exceptional customer experiences and long-term customer retention.

This role is responsible for ensuring the team delivers consistent results through strong leadership, clear execution and a focus on daily performance.

Key Responsibilities:

Sales Performance:

• Drive delivery of Retail channel sales targets and execution priorities
• Coach Sales Executives on assortment gap closure, new product penetration and promotional activation

Service Excellence:

• Own end-to-end Retail customer service performance, including order processing and issue resolution
• Balance service responsiveness with strong commercial outcomes to protect retention
• Escalate and resolve complex customer issues effectively

Operating Discipline:

• Lead weekly performance reviews and period execution planning
• Maintain clear KPI visibility across Retail channel performance

People Leadership:

• Lead, coach and performance manage Retail Channel Sales Executives
• Deliver structured 1:1s, work-withs and monthly cycle meetings
• Address performance gaps quickly and constructively

Continuous Improvement:

• Identify execution gaps across sales, service and field hand-offs
• Improve processes, scripts and performance routines

Skills & Experience:

• Proven experience in B2B outbound telesales with a strong commercial focus
• 2+ years’ experience leading and developing frontline teams.
• Proven delivery of revenue targets and service KPIs
• Strong performance coaching and execution discipline
• Ability to manage daily operating cadence and priorities

Desirable:

• FMCG, retail, subscription or omni-channel experience
• Experience partnering with field sales teams
• Customer ownership mindset

What we offer you:

• Flexibility: We offer a hybrid work environment to suit your lifestyle
• Stay Fuelled: Daily access to on our meals & snacks on site!
• Career Development: Gain exposure to cross-functional teams like marketing and commercial, with opportunities to grow within the company.
• Recognition Culture: We celebrate your wins and provide regular feedback to support your personal and professional growth.
• Team Environment: Join a supportive, tight-knit team that values collaboration and innovation.
• On-site Gym: Train like a pro in our fully equipped on-site gym.

Next Steps:

All shortlisted applicants will be contacted for a phone screening call & if successful will be asked to attend an onsite interview at our Yennora head office.