Customer Operations Manager

1 month ago

Sydney, Australia FERRERO Full time

**Job Location: North Sydney**:
**Company description**:
Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 38,767 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

**About the Role**:
We have a great opportunity for an experienced Customer Operations Manager to lead our Customer Relations function. You will be responsible for ensuring the delivery of exceptional customer service and maintaining high levels of customer satisfaction, while also driving continuous improvement and delivering key service outcomes for our customers.

As the Customer Operations Manager, you will be responsible for defining the roadmap for developing the Customer Relations operations through the implementation of systems, processes, and the management of people. You will work closely with our customers to define an agenda and set common goals, while leading a team of four direct reports, to ensure that business and personal KPIs are being met.

We are looking for a dynamic individual with exceptional leadership skills, excellent communication abilities, and experience in managing customer relations.

**Main Responsibilities**:
As our Customer Operations Manager, you will be responsible for a wide variety of tasks, including:

- Managing, motivating and developing the customer relations team
- Developing a roadmap for Customer Relations by collecting feedback from key customers, understanding internal targets, and combining them efficiently.
- Preparing an agenda of initiatives to satisfy key customer needs, determine performance metrics to be monitored, and assess gaps and work on closing them.
- Managing the daily customer management tasks such as processing orders, managing stock availability, coordinating with carriers for returns to warehouse, and processing claims and returns.
- Preparing service level reports with deep root cause analysis, share an action plan for closing gaps, communicate with customers on the current situation, gaps, and initiatives.
- Collecting feedback from main stakeholders to solve return management issues collectively, work with customers, sales and carriers to efficiently manage the process, activate a process to proactively avoid future returns, and coordinate with 3PL.
- Mapping the cost to serve for each drop point, detect improvement areas and propose options for cost-saving, work with customer and 3PL to reduce overall cost.

**Who we are looking for**:
You are experienced within a multinational in the FMCG industry, with a passion for continuous improvement You will have a solid background in Management by KPIs, with experience in Project Management or building up a function. You can draw the roadmap of the function, be customer-oriented, and possess excellent communication skills. You are also able to set and achieve goals, have a high level of Excel and SAP proficiency, and demonstrate strong abilities in managing figures.

If you are a driven individual who is passionate about delivering exceptional customer service and has a solid background in managing customer relations, we would love to hear from you

**Diversity Statement**:
Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.

**How to be successful in the role and at Ferrero**:
Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.

Requisition ID

59088

Job function

End to End Supply Chain

Country

Australia

City

North Sydney

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