Senior Manager - Vendor Management

RSL Queensland is a dynamic, not-for-profit organisation delivering innovative programs and initiatives that support veterans and their families.  After more than a century, our purpose – to provide care, commemoration and camaraderie – is as strong as ever.
  
With Australia’s most successful prize home lottery backing us, we’re able to provide life-changing support services, fund world-first research, and use state-of-the-art tech to help more veterans in better ways. As a member of our team, you’ll have access to advanced technology, skilled co-workers, interesting projects, and the opportunity to expand your career. 
  
Why work at RSL Queensland. Open, flexible, supportive, empowering - they’re some of things our team love most about RSL Queensland.  Depending on your role, you’ll have the tools and flexibility to work in a hybrid way that balances your lifestyle and the requirements of the team.
  
What else makes us great:  

• Option to salary package up to $15,900 per year on living expenses, and claim further tax-saving benefits on top
• Extensive training/development opportunities
• Bring your whole authentic self to work each dayand be part of a supportive environment
• You’re gifted 3 additional days of leave at Christmas!
• Financial support and study leave to undertake higher educational courses related to work
• Work in an environment that values all voices – have an influence, be the difference!
• Benefits Hub that includes lifestyle discounts from hundreds of leading stores and services

Now, a bit about the role:  

In this role you will have overall responsibility for the success of the lottery ’s relationships with its key vendors that range from contact centre, digital channels and direct sales channels. The aim is to enhance commercial outcomes and optimise customer experience.
  
You will also:  

• Manage existing and develop new sales channels, including directing the activities, setting clear expectations and providing guidance as needed to drive both cost efficiencies and improved performance.
• Establish, monitor, measure and communicate clear and concise vendor performance management standards.
• Develop and manage annual business development strategy, sales, service and other key vendor contracts, sales budget and forecast and reporting to drive revenue growth.
• Oversee the quality assurance and customer feedback frameworks, with a goal to reduce risk to RSL Queensland, improve the customer experience delivered by vendors and enhance efficiency.
• Manage escalations of quality, compliance and operational issues.
• Develop and maintain key internal relationships with technology partners, legal support, compliance, and risk to support delivery of outcomes.

This is a permanent full-time role based in our Fortitude Valley office and will report to the Head of Lotteries Commercial Operations.
  
What’s required to succeed:

The ideal candidate possesses expertise in managing large third-party commercial vendors including contract negotiations, analysing and optimising sales and service performance, developing and delivering reporting to the business on key metrics, managing compliance obligations and escalations, and fostering strong partner relationships. They also understand the significance of establishing and operationalising engagement and operational frameworks that benefit both our organization and our partners.
  
The candidate will bring to RSL Queensland their problem-solving capabilities, their ability to think critically to resolve issues and ratify opportunities, and collaboration skills that enable them to deliver outcomes while working across cross-functional teams.

They will also possess: 

• Tertiary qualification in Marketing, Business, Product Development, or a related discipline.
• Demonstrated experience in business, finance, and contract negotiations.
• 5+ years in business operations or customer service management, ideally a combination of both.
• 5+ years managing major commercial vendors including adherence to performance quality measures.
• Demonstrated experience in developing and utilising insights into various stages of the customer experience to drive real commercial benefits or reduce risk
• Strong critical thinking and complex problem solving
• Strong written and verbal communication skills
• Experience in Lotteries or gaming, or a comparable consumer/subscription product highly desirable

Embracing collaboration and innovation, we work as one to lead the change veterans need. We’re not afraid to go the extra mile or seek better ways of doing things. We look out for each other; we value all voices and respect perspectives that may differ from our own; and everything we do, we do with heart. 
 
If this is an opportunity that excites you, please apply today. We’ll close applications when we find the right person, so take action today.