Customer Relationship Manager

1 week ago

Melbourne, Victoria, Australia beBeeCustomerService Full time $160,000 - $180,000

We are trusted to serve communities since 1914 and have grown to become a top 30-listed company with 120,000 team members.

About the Team

Our Liquor team works across three leading brands (Liquorland, First Choice Liquor Market, and Vintage Cellars) with over 930 stores and online sites. We deliver drink solutions for every occasion.

About the Role

This ten-month fixed-term contract role is for a Customer Service Manager. You will be responsible for ensuring customers have a seamless digital experience when contacting our support teams.

Your primary function will be:

  • Primary day-to-day contact between eCommerce and Probe operations and leadership teams.
  • Assist in creating customer contact strategy, including vendor management and systems strategy to enhance the customer experience.
  • Provide data-driven process improvement opportunities to ensure efficient and low-error-rate end-to-end processes.
  • Understand customer needs and be the voice of the customer.
  • Design and implement Voice of the Customer program to gather customer feedback and drive service improvements.
  • Develop and execute service strategies for all Liquor eCommerce brands to enhance the customer experience.
  • Collaborate with other departments/brands to align service strategies with overall brand objectives.
  • Prepare regular reports on team performance, identify areas for improvement, and make recommendations to senior leadership.

Key Responsibilities Will Include

Vendor Management

Provide clear direction and leadership to the Probe leadership team to establish and develop high-performance service culture.

Review operations metrics to ensure alignment and achievement; manage and enforce customer processes.

Collaborate with Probe to plan and conduct quarterly business reviews.

Work within established processes to implement operational initiatives and drive commercial performance.

Actively participate in assessments of potential partner/vendor capability.

Collaborate with contact centre vendors to optimize cross-channel customer engagement and service performance.

Relationship

Manage key stakeholders' expectations and report on contact centre vendors' performance.

Mentor and coach onsite supervisors and/or managers to achieve service targets.

Challenge teams and individuals to achieve exceptional levels of performance.

Influence and lead change implementation onsite, balancing short and long term needs.

Create strong relationships with contact center vendors to ensure successful realisation of strategy.

Customer Experience

Value the customer and make their needs a priority to create best-in-class customer experience.

Deliver consistent service quality against agreed standards.

Deliver world-class digital-led customer experience.

Deliver required results against agreed operational KPIs.

Design customer service strategy and initiatives in line with business objectives.

Enhance service reach/access collaborating with respective business heads.

Create new call interaction experiences that reduce Contact to Order metrics.

Operational Excellence

Assess channel optimisation to ensure operational efficiencies are maximised.

Ensure operations team exceeds legal, compliance & regulatory obligations.

Conform to internal operating policies and procedures relevant to position.

Provide professional and ethical behaviour by ensuring compliance with external legislation, standards and internal operating policies and procedures.

Deeply dive into customer interactions where we could not fulfil our customers' needs and recommend process improvements and opportunities for new service offerings.

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