Are you passionate about delivering exceptional customer service and supporting a national retail network? We’re looking for a proactive and highly organised Customer Care Manager to join our Head Office team in Braeside.

This role plays an important part in maintaining a consistently high standard of customer service to those shopping in store and online, and to our network of franchisees and retail store staff. You’ll be a central point of contact for customer enquiries and feedback, working closely with franchisees, store managers and internal departments to ensure enquiries and issues are followed up professionally and efficiently.

 Drummond Golf is Australia’s Biggest Golf Retailer with 53 Franchise stores nationwide. We have built a reputation for providing a supreme retail experience for golf consumers. If you’re successful you’ll join a Head Office team with a great culture that drives it’s mission of being a great Franchise Business.    

Our vision at Drummond Golf is “To be a Great Franchise Business” and our core values are: 

• Communication – “Effective sharing of relevant information”

• Respect – “Act with understanding for everyone always”

• Integrity – “Embrace your work with honesty and consistency”

• Creativity – “Develop new ideas and try to find a better way”

• Knowledge – “Expand and share our expertise to continually improve”

• Teamwork – “Working together to achieve common goals”

 If you feel you can embrace and live these core values then we’d love you to apply.

About the Role

As Customer Care Manager you’ll need strong communication skills as you monitor and respond to customer and store enquiries across multiple channels including phone, email, social media and our website. The types of enquiries will include product enquiries, online orders, online account enquiries, events/activations, feedback, complaints, reviews, sponsorship requests, gift card enquiries and general inquiries. The Customer Care Manager is also responsible for assisting stores with lost & inactive gift cards.

 The successful candidate will be required to participate in a rotating weekend on-call roster (every second weekend), triaging any urgent store support requests. This is a remote, on-call responsibility rather than full day weekend work, providing support only as required. Support includes responding to phone calls relating to IT issues or system outages, as well as assisting stores with lost or inactive gift cards. You will troubleshoot straightforward issues where possible and escalate more complex matters to the appropriate internal team (such as IT), ensuring that all support requests are accurately logged and followed through to resolution in a timely and professional manner.

 Other responsibilities include: 

• Draw and contact winners for promotions, in line with the promotion terms & conditions, and coordinate prize delivery.

• Collect and update store trading hours on Google and the Drummond Golf website, during Public Holidays or individual store closures/adjustments.

• Despatch customer experience surveys to customers who have made a purchase and distribute survey feedback to franchisees.

• Gift card reporting & administration.

• Support the online store team with customer returns, warranty claims and inter-store transfers.

Competencies required to fill the role include:  

• Personable, articulate and confident in resolving customer concerns.

• Highly organised with impeccable attention to detail.

• Comfortable managing enquiries across multiple touchpoints.

• Proactive in seeking and providing solutions to customer feedback.

• Sound Microsoft Office skills and the ability to work across multiple CRM, e-commerce and point of sale systems.

• Adaptable and solution focused.

• A strong commitment to providing outstanding customer experience.

• Good understanding of contemporary online and social media platforms.

• Knowledge of consumer law would be an advantage but not essential (training provided).

 In return, we will provide you:

• A friendly, supportive and collaborative team environment with great energy

• Comprehensive training with ongoing support and development.

This is a full-time hybrid position (3 days required to work from the office) and the annual salary is $80,000 + super.

Drummond Golf is an equal opportunity employer.

Applications close: 31st March 2026

If you are seeking a rewarding career in the sport / golf retail industry and meet the skills and requirements for this role then we want to hear from you. If this sounds like the job for you, please click 'Apply Now' and forward your resume and covering letter. Only suitably qualified applicants may expect a reply with an invitation to the next stage of the hiring process.