Customer Delivery Team Manager

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact.

**About the team**:
We’re launching two automated Customer Fulfilment Centres (CFCs) in Melbourne and Sydney. The new CFCs will redefine the customer experience in online grocery shopping, providing customers with improved availability and freshness, a broader produce range and a seamless digital experience, while also providing a safer working environment for our team members. The new CFCs will be the first of their kind in Australia. Be part of a great team with the opportunity to work with innovative, technology.

As our Melbourne site ramps up, we have an opportunity for experienced Customer Delivery Team Managers to join the team.

**About the role**:
Lead and manage the operational success of CFC last mile operations through go live and ongoing operations. Responsible for coordinating the operations of a substantial CFC customer delivery team to achieve Coles’ ecommerce KPIs for safety, customer experience, cost, fulfilment and delivery. Oversee process compliance to drive safety and operational process improvement and collaborate with internal departments, state transport management and 3PL transport providers to ensure seamless end-to-end delivery operations.

You will also:

- Lead and drive a highly customer-focused culture across CFC Spoke customer delivery operations
- Manage the transport & customer delivery team within CFC Spoke operations
- Collaborate with other Coles business units to ensure CFC customer delivery operations are positioned to enable online sales growth
- Execute the strategy implementation plan, to achieve ecommerce & operations objectives
- Contribute to the development/definition of the organisational strategies & plans, within Customer Fulfilment Centre & Spoke operation
- Be a champion for safety and lead an operational safety-first culture
- Create and drive a highly customer-focused culture across the site
- Create and drive a high-performance culture through communicating performance objectives, empowering direct reports and supporting team members to achieve their career and development goals
- Collaborate and influence key stakeholders across central operations and transformation teams to ensure change strategy alignment
- Find ways to support continuous improvement initiatives of the site providing insight to key stakeholders
- Work a flexible roster between early mornings and late evenings

**About you and your skills**:

- We’re looking for passionate Customer Delivery Driver Team Managers that have a customer first focus.
- You’ll also need:

- 3-5 years of management experience in last mile and transport / logistics cross-dock operations, with accountability for driving safety, financial & operational performance
- Experience managing large scale teams
- Prior experience with last mile and transport/logistics cross-dock operations
- Experience working within complex industrial relations frameworks
- Have a passion for people, engaging teams and developing team members
- Experience in driving a culture of customer focus, continuous improvement & organisational change management
- Experience in relevant vehicle compliance and safety frameworks, including fatigue management and COR
- Strong people leadership capabilities
- Ability to influence & communicate with senior leaders across Coles
- Ability to work within complex industrial relations frameworks

With us it’s not about the discounts (although you do get those), it’s about joining a team where your wellbeing and professional development is invested in and celebrating your contributions is the norm. And because everyone leads unique lives, we offer flexible work including work from home, additional leave and parental leave entitlements.

Job ID: 119011

Employment Type: Full time

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