Service Delivery Manager

Looking for a dynamic leader to helm a leading retailer. Join an innovative team committed to enhancing customer satisfaction, both in-store & online.

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

If you are a dynamic leader with a passion for delivering exceptional customer service, apply today!
For any questions or a confidential conversation, please call Elissa on (08) 6365 0059.
For more opportunities, visit: http://rwr.net.au/hot-jobs