Commercial Operations Manager

**Job no**: 943363
**Work type**: Permanent / Full time
**Location**: Support Office - Docklands

**From humble beginnings in downtown Bendigo to supporting Australian communities far and wide
- Myer has always been a special place, transcending beyond just a place to work.**

**Myer is a place for finding life-long friendships, a safe space with a big heart. Here, you’re encouraged to be yourself, share your ideas and are entrusted to deliver your very best. Some might even say it feels like being “right at home”.**
- **Account management opportunity for Myer’s financial services and loyalty programs**:

- **Be part of a collaborative, dynamic team in a fast-moving environment**:

- **Hybrid working model - work in conveniently-located Docklands office or from the comfort of your own home**

As a Commercial Operations Manager, you will be supporting the development, delivery and optimisation of Myer’s Financial Services and Loyalty Products, Programs, Services and Campaigns and supporting the overall operational delivery of the portfolio through the coordination and management of key operational suppliers. This portfolio includes Gift Cards, Payments, Credit Cards, Customer Service, Loyalty and Strategic Partnerships

**About the Role**:

- Supports the financial management of the Financial Services and Loyalty divisions through management and coordination of invoices, accruals, budgeting and forecasting.
- Supports the operational delivery of Loyalty and Financial Services programs, products and services
- Creates, analyses and disseminates reporting on key performance metrics for Loyalty and Financial Services Programs, Products and Services to key internal and external stakeholders
- Manages relationships with key operational suppliers including key Loyalty and Financial Services manufacturing and system partners, Customer Service Centre partner, key payment partners (e.g. MasterCard, VISA etc.) and Myer Credit Card partner (Macquarie Bank).
- Manages and coordinates the end-to-end customer contact experience journey for Loyalty and all Financial Services Programs, Products and Services in partnership with the Myer Experience Centre partner and the internal Business Relationship Manager
- Coordinates and manages key Loyalty and Financial Services projects and initiatives ensuring these are delivered within required timeframes and budgets, while ensuring operational aspects are considered and actioned.
- Drives a continuous improvement plan through analysing, optimising and actioning key customer and performance insights to drive optimisation and efficiency across core operational aspects of Financial Services and Loyalty portfolio
- Develop and implement, processes, policies, and procedures to ensure compliance and improve operational performance of Loyalty and Financial Services business units

**About You**:

- Sound customer and analytical skills with strong Financial acumen
- Intermediate proficiency in Excel to create and execute financial reporting dashboards, budgeting, forecasting and invoice management
- Effective stakeholder and third party vendor management skills, including experience in managing operational service providers including external call centres, IT service providers and manufacturing partners
- Outstanding communication and collaborative skills with the ability to build and maintain positive, productive relationships with key stakeholders
- Experience in developing, managing and delivering operational projects with internal and external stakeholders
- Experience in journey mapping and communication planning
- Flexible in accepting new challenges and working in a fast-paced environment
- Ability to drive process efficiency and continuous improvement

**_ Desired but not essential:_**
- Macro and micro understanding of global Financial Services, Gift Card and Loyalty trends to ensure excellent product delivery and ability to recommend improvements, develop strategy and identify opportunities based on expert knowledge
- Experience in the Loyalty, Financial Services and/or Gift Card industry within a retail or consumer driven environment

**The Benefits**:

- Generous team member discounts on all Myer products, including team-member exclusive discounts
- Access to lifestyle leave and volunteer leave - arrange work around your life, not life around work
- A supportive leadership and team network to set you up for success
- Career growth and succession opportunities across the business

**Here, you’re not only an employee. You’re a valued Team Member with real dreams that we want to help you chase, no matter how big or small. At Myer, we’re all about making your work life meaningful. We want you to experience life’s special moments fully, which is why we take pride in offering balance and flexible options to get you to where you want to be.**

**Wherever you are and wherever you’re going, we’ll meet you there and get you to your destination. With your enthusiasm and our support, we’re