Lead a growing retail team as a Service Delivery Manager. Drive excellence, influence customer experience, and grow with a top-tier kitchenware brand.
Service Delivery Manager | Perth
Take the helm as a Service Delivery Manager in a leading kitchenware brand. Drive excellence, shape customer experiences, and grow with a business that sets the standard in the industry.
About the Company: Our client, a premier kitchenware and homeware retailer in Australia, is a family-owned business with a proud heritage. With a growing store network and a strong online presence, they are committed to inspiring a passion for cooking while delivering exceptional customer service. As the company continues its expansion, they are seeking a visionary Service Delivery Manager to join their dynamic team.
Role Overview:
As the Service Delivery Manager, you will play a pivotal role in delivering exceptional customer service across all channels. Leading and developing a team of customer service professionals, you will cultivate a culture of excellence and drive continuous improvement. Reporting directly to the Executive Team, this position offers significant opportunities for growth and impact.
Key Responsibilities:
- Streamline operations to enhance productivity and support business growth.
- Manage and inspire a customer service team across multiple locations to exceed service expectations.
- Drive the growth and retention of team members through ongoing development initiatives.
- Effectively manage call centre rosters to meet national demand across diverse trading patterns.
- Track KPIs, trends, and response times to ensure the highest standards of service.
- Lead with a hands-on, collaborative approach, fostering an inclusive team environment.
- Build and maintain strong relationships with both internal and external stakeholders.
- Deliver outstanding customer experiences across all touchpoints.
Required Skills and Experience:
- Proficiency in online customer service tools and e-commerce platforms (Netsuite experience preferred).
- Proven ability to lead and influence an Online Retail Customer Service Team.
- Meticulous attention to detail with a solution-oriented approach.
- Strong organisational capabilities and a dedication to continuous process improvement.
- Adept at managing multiple tasks and providing timely solutions in a fast-paced environment.
- Strong data interpretation skills with the ability to drive outcomes.
- Excellent verbal and written communication skills, with a strong focus on customer satisfaction.
- A genuine, humble, and approachable leadership style.
What You Will Receive:
- Competitive salary starting from $110k + super
- Opportunity to join a growing, locally-owned business with a loyal customer base
- Supportive and inspiring leadership team
- A company culture that prioritizes people and connections
- Structured induction plan for seamless onboarding
- Exceptional 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.
JOB REFERENCE #38111491
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