Service Delivery Manager (Online Customer Service - Retail)

Service Delivery Manager  (Online Customer Service - Retail)

Based in our North Fremantle, WA Support Office

About us

Kitchen Warehouse is Australia’s number one destination for those who love to cook and entertain, having started from humble beginnings at a single store in Fremantle, Western Australia in 1996.

Despite our expansion and success, we’re still very much a family business born out of a genuine passion for home cooking and great food.

Today, Kitchen Warehouse has a national store network and  dominant online presence with a range of 10,000+ kitchenware products.

As a forward-thinking business, we’re always looking for new ways to continue delighting our customers and they visit us because we offer the best selection of brands, world-class experience, and exceptional service and advice.

No matter how quickly we grow, we are guided every step of the way by our core values:

• Authenticity: genuine experience and service
• Quality: standards that can be trusted
• Family: putting our people first
• Customer: at the heart of everything we do

If you want to be part of a thriving and passionate community, then Kitchen Warehouse could be the place to take your career to the next level!

About this Role:

The Service Delivery Manager leads the Customer Service Team in their mission to establish and maintain happy, satisfied customers who are confident and comfortable with our level of service and care.

We pride ourselves on our product knowledge and passion for cooking and we promise that we will deliver unparalleled Customer Service across all of our channels.

The Service Delivery Manager will be responsible for:

• Developing and maintaining detailed standard operating procedures (SOPs) for all team processes, ensuring that they are up-to-date, relevant, and aligned with the organisation's goals, policies and procedures.

• Ensuring  that Customer Service team members are following the established SOPs and best practices to ensure the highest level of Customer Service.

• Developing and implementing performance management strategies, including setting clear expectations, establishing KPIs, and conducting regular performance reviews to ensure the team is meeting or exceeding targets.

• Monitoring and analysing team performance data, such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement and take corrective actions.

• Staying up-to-date with the latest Customer Service trends and technologies to ensure that the team is delivering the best possible service to customers with the highest possible efficiency.

About you

To be considered for this role you will have a strong Customer Service / contact centre background and experience within the retail industry will be highly regarded.

The successful candidate will also have a curious mindset with strong analytical skills and have proven experience in developing, implementing and embedding core processes through an ERP that help the business to be efficient and make life better for our customers.

Key competencies to succeed in the role include:

• Strong leadership skills with the ability to motivate and inspire a team, and gain commitment through collaboration
• Excellent communication and interpersonal skills to establish effective relationships with team members, stakeholders, and senior management
• A results-driven mindset with a focus on achieving targets and continuous improvement
• Strong business acumen with an understanding of organisational efficiency and profit drivers.
• A strong operational understanding of online retail and ERP systems such as Netsuite
• Advanced analytical and problem-solving skills to identify and address performance gaps and process inefficiencies
• Ability to manage multiple priorities and deadlines simultaneously
• Passion for excellence and to lead a Customer Service Team for a store and ecommerce retail company
• Values diversity and creates inclusive teams

Why us?

We’re growing fast and have an exciting future ahead of us. If you’ve been holding out for a role where you can really make an impact and become part of something bigger, this is it.

Are you ready to join Kitchen Warehouse and land your ultimate job?

Apply now

If this role sounds like the perfect fit, we’d love to hear from you. 

Your application will not be considered unless you attach a cover letter stating why you are ideal for this role and how you would add value to our Team. 

Don’t be afraid to let your personality shine through!

You may want to visit us at www.kitchenwarehouse.com.au