Wholesale Customer Success Manager

Akubra is an iconic Australian hat manufacturer with a heritage spanning nearly 150 years. Built on quality craftsmanship and a spirit of adventure, our hats are synonymous with Australian culture and identity.

Part of our successful Wholesale team, reporting to the Head of Business Development, we're looking for a Wholesale Customer Success Manager to be the driving force behind the customer experience for our wholesale partners - across Domestic, RM Williams, R B Sellars, Export and Corporate channels.

This role has become available due to the planned retirement of the current position holder, who will support an extensive handover.

This is a hands-on, customer-facing role for someone who thrives on solving problems, keeping orders moving, and building strong relationships with customers and internal teams alike. You'll be the go-to person for our wholesale customers and agents, managing everything from order entry through to despatch, invoicing, credits, deliveries and returns.

About the role

• Managing wholesale customer accounts across Domestic, Export and Corporate channels
• Monitoring account health, order flow, and resolving issues as they arise
• Act as the escalation point for wholesale customers and external agents
• Manage orders across AIMS, NetSuite and B2B, including manual keying and back-orders
• Coordinating with despatch to ensure orders are fulfilled accurately and on time
• Managing invoicing, credits, deliveries and the returns process
• Handling quality-related enquiries and complaints, working with Production to resolve root causes
• Partnering with Commercial, Finance, Planning, Production and Inventory teams
• Building and maintaining working knowledge of our systems, and helping train others

About you

• Experience managing wholesale customer accounts and order flow across multiple channels
• Experience with ERP and order management systems (e.g. NetSuite, AIMS or similar) and B2B platforms
• Strong communication skills and the confidence to work across commercial, finance and operations teams
• Experience managing invoicing, credits, returns and quality resolution processes
• A problem-solving mindset and genuine ability to work as part of a cross-functional team
• Export or corporate wholesale experience, and experience working with external sales agents, is an advantage
• A degree in Business, Supply Chain, Retail Management or equivalent is desirable but not essential

Why Akubra?

• Be part of a genuinely iconic Australian brand with a proud manufacturing heritage
• Work in a close-knit team where your contribution is visible and valued
• Based onsite in Kempsey, NSW

If you're an organised, customer-focused professional who enjoys variety and wants to help keep Akubra's wholesale operation running smoothly, we'd love to hear from you.

Internal Akubra applications will close 31 August 2026. If you have any questions, please reach out to Human Resources.

How to apply

Click Apply Now and submit your resume and a brief cover letter telling us why you're a great fit for this role.