Delivery Services Manager

Summary about this job

Detail information about job Delivery Services Manager. Terms and conditions vacancy

• Great opportunity based in Surry Hills
• Plan, lead and execute strategic change across the business
• Great team member benefits and opportunities for flexible work arrangements

What we are looking for

We have an exciting opportunity for a Delivery Services Manager to join the team based in Surry Hills. Reporting to the Head of Customer Hub, the purpose of the Delivery Services Manager is to develop and execute strategic plans that focus on transformational change across process, technology and people development. The Delivery Services Manager is focussed on delivering an effortless post purchase service experiences.

Key responsibilities of the role will include:

• Develop customer and service focused strategies to manage interactions across all EDG banners relating to a customers post purchase experience

• Understand customer journeys across banners and drive an insight to action culture by collaborating and sharing insights with banners and executing initiatives that enhance or simplify the customers experience.

• Create a framework that supports team members to resolve customer interactions independently end to end

• Drive a customer first culture, focusing on proactive, engaging and quality customer interactions  

• Partner with operations & 3rd party providers to align on key priorities and drive a strategic continuous improvement agenda

• Establish a weekly operating rhythm so that the team are connected to the banners and understand the key priorities

• Draw on customer insights and partner with the Process & Improvement Manager to implement new technology channels to serve customers and ensure self service content is relevant and evolving to meet customer needs

• Build commercial and financial acumen across team, implement a cost governance process and ensure spend is inline with budget

• Develop the team and embed values and ways of working through a weekly WIP and monthly coaching

To be successful in this role you’ll need the following skills and experience

• Tertiary qualifications/training in either Business, Leadership and Change management

• Ability to make decisions with a strategic & commercial mindset, effectively measure achievement and manage budgets

• Demonstrated leadership experience - have the ability to lead, engage and achieve through a large team

• Demonstrated ability to engage customers and achieve effortless service outcomes

• Ability to develop and nurture a high performing leadership team (be a leader of leaders)

• Experience working in retail, FMCG, customer facing, service or delivery functions within a large business

• Understanding of how to plan and execute transformational change in a complex operational environment

• Experienced in project and change management - proven delivery of large customer centric change projects focused across people, process and technology

• Exposure to B2C service across omni-channel teams would be beneficial

If you’re successful, you’ll join our vibrant team in making Endeavour Drink’s Group a world leader in customer service. You’ll enjoy a great company culture, plus access to great employee benefits and training programs. And because Endeavour Drinks Group is part of Woolworths Group, you’ll be part of Australia’s largest retail group.

Sound like your next opportunity? Apply now or head along to www.wowcareers.com.au to discover more!