Add expected salary to your profile for insightsAt 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 ServiceCreate, update, and implement customer service policies and procedures to ensure consistency and high-quality serviceBuild and maintain strong relationships with clients, ensuring their needs are met and promoting customer retentionOversee daily customer service operations, ensuring inquiries, complaints, and requests are handled efficiently and professionallyTrack and analyse customer service metrics (e.g., response time, satisfaction ratings) to identify areas for improvementWorkflowEnsure appropriate resources (staff, tools, technologies) are available to support workflow and meet deadlinesEstablish clear goals, processes, and performance expectations, ensuring each team member understands their role and responsibilitiesMonitor progress, track key performance indicators (KPIs), and identify potential bottlenecks or inefficiencies, addressing them proactively to maintain smooth operationsCommunicationWork closely with teams and department heads to understand their workflow needs and integrate best practices across various functionsWork closely with other departments (e.g., sales, product development, site) to ensure a seamless customer experience and effective communicationQualityHelp develop and implement processes to improve the quality of design work, incorporating feedback, and lessons learned from previous projectsProvide ongoing training to design teams to ensure they understand and adhere to quality standards and proceduresCollect and analyse client feedback to ensure designs meet or exceed their expectations and make necessary adjustments to improve quality outcomesMonitor progress, track key performance indicators (KPIs)Process Improvement:Utilise data and analytics to drive decision-making and measure the impact of improvementsCollect and analyse customer feedback to implement process improvements based on customer insightsCollaborate with customers to come up with improvements/identify solutions that are directly aligned with their needs and preferences without sacrificing operational efficiency or profitabilityTrack workflow performance using relevant metrics, identify issues or bottlenecks and adjust as needed to improve outcomesCollaborate with the Continuous Improvement and Process Development teamTeam Leadership:Lead, mentor, and develop a high-performing customer service team, fostering a culture of collaboration and continuous improvementConduct regular performance reviews and provide feedback and training to team membersEnsure a safe and positive working environment, promoting health and safety standardsDocumentation and Reporting:Ensure all processes, work instructions and help menus are maintained and updated in line with compliance and improvementsGenerate and present regular reports on performance metrics and improvement initiativesEnsure compliance with all documentation and reporting requirementsBudgeting and cost control:Manage staff resource budget and report accordingly through a P&L platform to the senior management teamQualifications:Experience: Minimum of 5 years of leadership experience in a customer facing role, preferably in the construction industrySkills:A strong focus on understanding customer needs, providing personalized solutions, and ensuring a high level of customer satisfaction at all touchpointsProficiency in interpreting builder documentationTechnical Knowledge, a proven understanding of construction methodology of joinery and stoneProven ability to oversee and manage the workflow function across all operational teamsEffective communication and interpersonal skillsKey Competencies:Leadership: Ability to lead, motivate, and develop a customer service team, fostering a positive and productive environment that enhances performance and customer satisfactionProblem-Solving: Ability to quickly identify and resolve customer issues or complaints, ensuring that solutions are effective, efficient, and lead to positive customer outcomesEmotional Intelligence: High emotional awareness and empathy to understand customer emotions, handle difficult situations with sensitivity, and maintain a calm, professional demeanourConflict Resolution: Skilled in managing and resolving conflicts, de-escalating tense situations, and maintaining customer trust and loyalty even in challenging circumstancesDecision-Making: Strong decision-making abilities, including the capacity to make informed, customer-focused decisions under pressure while balancing company policies and customer needsProcess Improvement: A focus on optimizing service processes, identifying inefficiencies, and implementing improvements that enhance both customer experience and operational efficiencyPerformance Management: Ability to set performance goals, monitor individual and team progress, and provide feedback and coaching to improve service quality and team effectivenessAdaptability: Ability to adjust quickly to changing customer needs, business priorities, or market conditions while maintaining a high standard of serviceCollaboration: Ability to work closely with cross-functional teams (sales, marketing, operations) to address customer needs, improve service offerings, and achieve company goalsClient 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.
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