Service Delivery Manager

2 weeks ago

North Fremantle, 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 long-term 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 hands-on 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 e-commerce 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 solution-focused 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
- Customer-first 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 (08) 6365 0059.

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