City Manager

5 days ago

Sydney, Australia Onset Full time

**City Manager**
- Dynamic, fast-paced business that is expanding their market share
- Take charge of day to day operations and customer visitation experience
- GBP 55k - GBP60k plus 25% bonus potential

Poised for growth and with a focus on expanding local market reach and delivering outstanding customer experiences, this scale-up business is looking for a dynamic individual looking to combine their flair for customer service, logistics, product and operations to help drive further growth.

**The Opportunity**
- We are looking for a strategic ‘doer’ with an analytical and customer centric edge. This person will need to understand deeply what it means to operate in the sector and develop a customer engagement model that challenges the status quo, creates memorable customer experience and service and ultimately place the business at the forefront of their category in the local market.
- Reporting to the Regional Director and leading a team, you will be responsible for assisting with running the day to day operations. Supported by a team of Customer Specialists, you will manage the fleet, member journey and support all operations spanning on-boarding, deliveries and vehicle utilisation.

More specifically, you'll be in the driving seat to:

- Support a team of Customer Specialists to manage the lifecycle of drivers including on-boarding, monthly car inspections and terminations.
- Ensure a high level of customer service is delivered throughout all interactions.
- Ensure that all vehicles are serviced at required intervals.
- Support Customer Specialists with escalations and member feedback.
- Provide reporting and visibility to the Regional Director, delivering your insights into key metrics, action items and strategic initiatives.
- Set new team members up for success through an immersive on-boarding experience.
- Ensure a high level of accurate and timely service is provided by the Customer Specialists,
- Active involvement in events and community initiatives.
- Build and foster collaborative relationships internally as well as with external stakeholders such as service centres, dealers, smash repairers, cleaners etc.
- Fleet management and fleet utilisation.

**Experience That Will Set You Up For Success**
- Prior experience in a team leadership position in a B2C environment.
- Expertise in logistics management.
- Project management skills.
- The ability to coach, guide and mentor teams, ensuring exceptional customer outcomes are provided.
- An ability to develop, sponsor, or support the introduction of new and improved methods, products, procedures, or technologies.
- A working knowledge of the on-demand economy and specifically Uber will be highly advantageous.
- Expertise in needs based selling.

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