Customer Service 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**

Our Coles Liquor team work across three leading brands (Liquorland, First Choice Liquor Market and Vintage Cellars), each with their own unique offering and customer base. With a network of more than 930 stores and ultra-convenient online sites, delivering on our commitment to provide accessible drink solutions for every occasion.

**About the role**

A ten-month, fixed term contract role for a Customer Service Manager has eventuated at the Coles Group. In this position, you will be responsible for ensuring our customers have a seamless digital experience when contacting our support teams. You will be accountable for the relationship with our vendor and managing up to 200 vendors.

Your primary function will be:

- Primary day-to-day contact between Liquor eCommerce* and all levels of the Probe operations and leadership teams, creating and executing on plans to increase revenue, reduce costs, delivering best-in-class customer interactions, maximizing vendor productivity.
- Assist in the creation of the customer contact strategy, including vendor management and systems strategy to enhance the customer experience.
- Provide the Liquor eCommerce team with data-driven process improvement opportunities to ensure efficient and low-error-rate end[1]to-end processes for the Operations area, aligned with Liquor Online's growth aspirations.
- Deeply understand customer needs and be the voice of the customer for Liquor Online.
- Design and implement a Voice of the Customer (VOC) program to gather customer feedback and drive service improvements.
- Develop and execute service strategies for all Liquor eCommerce brands, including VC, LL, FCLM, and B2B, to enhance the customer experience and drive customer loyalty.
- 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 (vendor) leadership team to establish and develop a high-performance service culture that meets or exceeds stated KPIs
- Proactively review operations metrics to ensure alignment and achievement; manage and enforce customer processes
- Assist with negotiate contract addendums as necessary
- Collaborate with Probe to plan and conduct quarterly business reviews
- Work within the budget to implement company incentives and any other necessary operational processes to drive the overall commercial performance
- Actively participate in the due diligence assessment of potential partner/vendor capability
- Collaborate with contact centre vendor to optimize cross-channel customer engagement and service performance

**Relationship**
- Manage and report to key stakeholders the performance of the contact centre vendors operation for Liquor eCommerce
- Mentor and coach onsite supervisors and/or managers to deliver on service targets
- Continually challenge teams and individuals to achieve exceptional levels of performance
- Influence and lead change implementation onsite, balancing immediate short and long term needs to achieve goals
- Create a powerful relationship with the contact center vendor to ensure successful realisation of strategy as well as identifying new industry trends/technologies are understood and where applicable implemented

**Customer Experience**
- Truly valuing the customer and being passionate about making their needs a priority to create the best customer experience every time
- Consistent service quality delivered against agreed standards
- Delivery of a world class digital-led customer experience
- Delivering required results against agreed operational KPIs
- Design customer service strategy and initiatives in line with the objectives of the business
- Enhance the service reach/access collaborating with the respective business heads
- Create new call interaction experience that reduces Contact to Order metrics

**Operational Excellence**
- Channel optimization assessment to ensure operational efficiencies are maximised
- Ensuring the operations team exceed all legal, compliance & regulatory obligations
- Conform with all internal operating policies and procedures relevant to the position
- Provide professional and ethical behaviour by ensuring compliance with external legislation, standards and internal operating policies and procedures relevant to the position
- Deep dive into customer interactions where we could not fulfil our customers' needs and recommend process improvements and opportunities for new service offerings with the goal of zero rejections
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