Add expected salary to your profile for insights
At Clayton's, we design, manufacture, supply and install kitchens, stone benchtops, outdoor kitchens and wardrobes of the highest quality. With a state-of-the-art facility spanning 15,000 square meters and a dedicated team of skilled professionals, we have been serving the Australian building and renovation industry since 1982. Manufacturing excellence remains our goal, and it is at the heart of what we do. Our solutions in joinery and stone benchtops are backed by prompt and reliable customer service nationally.
In 2022 Claytons celebrated 40 years of success in business. It is a proud milestone for the company, and we acknowledge all those who have worked hard over the years and contributed to our success.
Position Summary: The Design Manager plays a pivotal role in overseeing and coordinating the workflow of design projects, ensuring the production of high-quality drawings, and providing exceptional front-end customer service. This position requires strong leadership, organizational, and communication skills to effectively manage a team of designers, maintain project timelines, and deliver client satisfaction. The Design Manager serves as the bridge between the design team, production, and clients, ensuring seamless collaboration and successful project execution.
Key Responsibilities: Customer Service Create, update, and implement customer service policies and procedures to ensure consistency and high-quality service Build and maintain strong relationships with clients, ensuring their needs are met and promoting customer retention Oversee daily customer service operations, ensuring inquiries, complaints, and requests are handled efficiently and professionally Track and analyse customer service metrics (e.g., response time, satisfaction ratings) to identify areas for improvement Workflow Ensure appropriate resources (staff, tools, technologies) are available to support workflow and meet deadlines Establish clear goals, processes, and performance expectations, ensuring each team member understands their role and responsibilities Monitor progress, track key performance indicators (KPIs), and identify potential bottlenecks or inefficiencies, addressing them proactively to maintain smooth operations Communication Work closely with teams and department heads to understand their workflow needs and integrate best practices across various functions Work closely with other departments (e.g., sales, product development, site) to ensure a seamless customer experience and effective communication Quality Help develop and implement processes to improve the quality of design work, incorporating feedback, and lessons learned from previous projects Provide ongoing training to design teams to ensure they understand and adhere to quality standards and procedures Collect and analyse client feedback to ensure designs meet or exceed their expectations and make necessary adjustments to improve quality outcomes Monitor progress, track key performance indicators (KPIs) Process Improvement: Utilise data and analytics to drive decision-making and measure the impact of improvements Collect and analyse customer feedback to implement process improvements based on customer insights Collaborate with customers to come up with improvements/identify solutions that are directly aligned with their needs and preferences without sacrificing operational efficiency or profitability Track workflow performance using relevant metrics, identify issues or bottlenecks and adjust as needed to improve outcomes Collaborate with the Continuous Improvement and Process Development team Team Leadership: Lead, mentor, and develop a high-performing customer service team, fostering a culture of collaboration and continuous improvement Conduct regular performance reviews and provide feedback and training to team members Ensure a safe and positive working environment, promoting health and safety standards Documentation and Reporting: Ensure all processes, work instructions and help menus are maintained and updated in line with compliance and improvements Generate and present regular reports on performance metrics and improvement initiatives Ensure compliance with all documentation and reporting requirements Budgeting and cost control: Manage staff resource budget and report accordingly through a P&L platform to the senior management team Qualifications: Experience: Minimum of 5 years of leadership experience in a customer facing role, preferably in the construction industry Skills: A strong focus on understanding customer needs, providing personalized solutions, and ensuring a high level of customer satisfaction at all touchpoints Proficiency in interpreting builder documentation Technical Knowledge, a proven understanding of construction methodology of joinery and stone Proven ability to oversee and manage the workflow function across all operational teams Effective communication and interpersonal skills Key Competencies: Leadership: Ability to lead, motivate, and develop a customer service team, fostering a positive and productive environment that enhances performance and customer satisfaction Problem-Solving: Ability to quickly identify and resolve customer issues or complaints, ensuring that solutions are effective, efficient, and lead to positive customer outcomes Emotional Intelligence: High emotional awareness and empathy to understand customer emotions, handle difficult situations with sensitivity, and maintain a calm, professional demeanour Conflict Resolution: Skilled in managing and resolving conflicts, de-escalating tense situations, and maintaining customer trust and loyalty even in challenging circumstances Decision-Making: Strong decision-making abilities, including the capacity to make informed, customer-focused decisions under pressure while balancing company policies and customer needs Process Improvement: A focus on optimizing service processes, identifying inefficiencies, and implementing improvements that enhance both customer experience and operational efficiency Performance Management: Ability to set performance goals, monitor individual and team progress, and provide feedback and coaching to improve service quality and team effectiveness Adaptability: Ability to adjust quickly to changing customer needs, business priorities, or market conditions while maintaining a high standard of service Collaboration: Ability to work closely with cross-functional teams (sales, marketing, operations) to address customer needs, improve service offerings, and achieve company goals Client Advocacy: Serving as the voice of the client within the organization, ensuring that their needs and expectations are effectively communicated and met across departments. How do your skills match this job? Your application will include the following questions:
How many years' experience do you have as a design manager? Which of the following statements best describes your right to work in Australia? How many years' experience do you have in the construction industry? How many years of people management experience do you have? Which of the following Microsoft Office products are you experienced with? What's your expected annual base salary? How much notice are you required to give your current employer? At Claytons, our goal is simple: quality, cost and reliability that are second to none.
#J-18808-Ljbffr