Service Delivery Manager

1 week ago


North Fremantle, Western Australia Retailworld Resourcing Full time

Service Delivery Manager
Exciting Opportunity in a Rapidly Growing Environment

About the Company:


Our client, a leading kitchenware and homeware retailer based in Australia, is seeking a passionate and dynamic Service Delivery Manager to join their innovative team.

With 18 stores nationwide and a thriving online presence, they are committed to providing exceptional service and enhancing the cooking experience for every customer.

This family-owned business has a longstanding legacy and is dedicated to inspiring passion for food preparation, cooking, and serving.

Role Overview:


As the Service Delivery Manager, you will play a pivotal role in ensuring the delivery of outstanding customer service both in-store and online.

You will lead and develop a team of customer service professionals, fostering a culture of excellence and continuous improvement. Reporting to the Executive Team, this role offers broad challenges and opportunities for growth.

Key Responsibilities:

  • Enhance efficiency processes to drive productivity and facilitate growth
  • Lead, influence, and support a team of customer service professionals to surpass service expectations
  • Foster the growth and development of team members to ensure longterm retention
  • Skillfully manage rosters to meet national demand across various trade patterns
  • Monitor and manage KPIs, trends, and response rates to customer queries and service timelines
  • Engage in handson leadership with a collaborative and inclusive approach
  • Forge strong relationships with internal and external stakeholders
  • Deliver exceptional customer experiences across all touchpoints

Required Skills and Experience:

  • Proficiency in online customer service tools and ecommerce platforms (experience with Netsuite preferred but not essential)
  • Previous experience in leading and influencing an Online Retail Customer Service Team
  • Exceptional attention to detail with a solutionfocused mindset
  • Strong organizational skills and a commitment to continuous process improvement
  • Ability to multitask and provide timely solutions in various situations
  • Analytical skills to interpret data and drive outcomes
  • Proven track record in implementing service processes and achieving KPIs
  • Customerfirst approach with excellent verbal and written communication skills
  • Humble, genuine, and approachable leadership style

What You Will Receive:

  • Competitive salary starting from $95k + super
  • Opportunity to join a growing local business with a loyal customer base
  • Supportive and inspirational leadership team
  • Authentic company culture centered around people and connection
  • Structured induction plan to ensure a successful onboarding experience
  • Outstanding product discounts
For any questions or a confidential conversation, please call Elissa on
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