Customer And Partner Solutions Manger

**About Us**

In October 2020, Woolworths Group Supply Chain rebranded to become Primary Connect - an end-to-end supply chain partner within Woolworths Group. Our team of more than 8,000 continues to support our Woolworths, BWS, Dan Murphy's, Countdown, and BIG W stores across the country, providing them with our customers' favourite food, drink, and everyday needs items.

Becoming Primary Connect gives us the opportunity to keep growing so we can become the next generation supply chain whilst remaining an essential part of Woolworths Group. There has never been a more exciting time to join our team.

**Role Purpose**

Woolworths Supply Chain is undergoing a transformation through the launch of My PrimaryConnect, a new digital platform to support our growing Primary Connect business. My Primary Connect (MyPC) will power Primary Connect is our market leading commercial platform is a growth engine built to accelerate our market position in the coming years. We will create customer-driven solutions for an industry-leading SC experience that will differentiate us from our competitors, and create long term partnerships.

The Customer Solutions team is responsible for managing the end to end lifecycle of digital enablement from discovery through to implementation. It is driven to optimise and evolve our customers & partners digital experience to realise market opportunities, both through tactical execution and long term, sustainable strategic design. Working hand-in-glove with the PCX Architecture and Data Teams, a critical goal is to create and embed an agile way of working that allows us to delight our customers & partners every day. As the needs of our customers and market change, the Customer Solutions Team must drive strategic and tactical agility to enable our growth through sustainable technology solutions.These tactical and strategic solutions should aspire to be industry-leading and future fit for the end to end digitization of our Supply Chain.

**Key Responsibilties
Define and deliver the Customer & Partner Solutions team strategy in line with business needs. Provide leadership across PCX through a strong focus on our strategy and delivery of products to our customers and within our business.

**Strategic Technology Focus**
- Responsible for defining the Connect Smart Customer Technology strategy and timelined capabilities;
- Responsible for technology service strategy & service transformation for Connect Smart and SC Systems to create an industry leading customer experience;
- Provide and advocate for a business and customer lens on Connect Smart and SC Technology, driving towards a simple user experience
- Develop a focused strategy linked to solutions that are tailored to specific customer needs
- Ensure hand in glove alignment with Connect Smart Architecture and Delivery Teams
- Participate and/or lead negotiations with Software Vendors for all legal or contractual matters;
- Make recommendations on how to improve onboarding, testing and deployment processes;
- Orchestrating and balancing the strategy with tactical drivers; and
- Ensure excellence in customer experience by embedding as a strategic driver and culture.

**Customer Focus**
- Responsible for managing relationships with Primary Connect customers during technology driven growth and strategic change
- Responsible for the onboarding and maintenance of customers on the Connect Smart platform
- Explain technical concepts and solutions to non-technical users by acting as a business translator between customers, technology teams and a wide scope of internal teams
- Ensure and exceed exceptions for customer satisfaction during technology implementation and agile improvement
- Business coordination of system upgrades impacting commercial customers
- Ensuring systems and/or design tests are completed leading to customer acceptance at various stages;
- Coordination between - Head of Commercialisation, Head of Transport Strategy, Operational

**Ways of Working
- Partner with Transport Development and Business Development Teams to deliver strategy and solutions enabling Primary Connect growth;
- Work closely with all relevant business areas to ensure a high level of engagement and acceptance of project-related changes;
- Work closely with both the Connect Smart Delivery Team and the Technology Delivery Team to ensure close alignment and engagement is achieved with mínimal duplication;
- Partner with relevant stakeholders within operational and support functions;
- Interface between Connect Smart Delivery, Architecture, PC Business Partners and Customers;
- Making recommendations on how to improve processes with the support of Process Analysts and the Continuous Improvement teams;
- Embed handover process for continuous improvement post technology deployment; and
- Drive a Safety, Health and Environment cultural focus within all the design work, design with safety at the forefront of mind.

**About you
- Tertiary education in Engineering/ Busine