We've been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you'll not only get to make a difference to millions of Aussie lives—you'll also get to see your impact.About the teamOur Coles Liquor team work across three leading brands (Liquorland, First Choice Liquor Market and Vintage Cellars), each with their own unique offering and customer base. With a network of more than 930 stores and ultra-convenient online sites, delivering on our commitment to provide accessible drink solutions for every occasion.About the roleA ten-month, fixed term contract role for a Customer Experience Manager has eventuated at the Coles Group. In this position, you will be responsible for ensuring our customers have a seamless digital experience when contacting our support teams. You will be accountable for the relationship with our vendor and managing up to 200 vendors.Your primary function will be:Primary day-to-day contact between Liquor eCommerce* and all levels of the Probe operations and leadership teams, creating and executing on plans to increase revenue, reduce costs, delivering best-in-class customer interactions, maximizing vendor productivity.Assist in the creation of the customer contact strategy, including vendor management and systems strategy to enhance the customer experience.Provide the Liquor eCommerce team with data-driven process improvement opportunities to ensure efficient and low-error-rate end to end processes for the Operations area, aligned with Liquor Online’s growth aspirations.Deeply understand customer needs and be the voice of the customer for Liquor Online.Design and implement a Voice of the Customer (VOC) program to gather customer feedback and drive service improvements.Develop and execute service strategies for all Liquor eCommerce brands, including VC, LL, FCLM, and B2B, to enhance the customer experience and drive customer loyalty.Collaborate with other departments/brands to align service strategies with overall brand objectives.Prepare regular reports on team performance, identify areas for improvement, and make recommendations to senior leadership.Key responsibilities will includeVendor ManagementProvide clear direction and leadership to the Probe (vendor) leadership team to establish and develop a high-performance service culture that meets or exceeds stated KPIsProactively review operations metrics to ensure alignment and achievement; manage and enforce customer processesAssist with negotiate contract addendums as necessaryCollaborate with Probe to plan and conduct quarterly business reviewsWork within the budget to implement company incentives and any other necessary operational processes to drive the overall commercial performanceActively participate in the due diligence assessment of potential partner/vendor capabilityCollaborate with contact centre vendor to optimize cross-channel customer engagement and service performanceRelationshipManage and report to key stakeholders the performance of the contact centre vendors operation for Liquor eCommerceMentor and coach onsite supervisors and/or managers to deliver on service targetsContinually challenge teams and individuals to achieve exceptional levels of performanceInfluence and lead change implementation onsite, balancing immediate short and long term needs to achieve goalsCreate a powerful relationship with the contact center vendor to ensure successful realisation of strategy as well as identifying new industry trends/technologies are understood and where applicable implementedCustomer ExperienceTruly valuing the customer and being passionate about making their needs a priority to create the best customer experience every timeConsistent service quality delivered against agreed standardsDelivery of a world class digital-led customer experienceDelivering required results against agreed operational KPIsDesign customer service strategy and initiatives in line with the objectives of the businessEnhance the service reach/access collaborating with the respective business headsCreate new call interaction experience that reduces Contact to Order metricsOperational ExcellenceChannel optimization assessment to ensure operational efficiencies are maximisedEnsuring the operations team exceed all legal, compliance & regulatory obligationsConform with all internal operating policies and procedures relevant to the positionProvide professional and ethical behaviour by ensuring compliance with external legislation, standards and internal operating policies and procedures relevant to the positionDeep dive into customer interactions where we could not fulfil our customers’ needs and recommend process improvements and opportunities for new service offerings with the goal of zero rejectionsThrough effective customer demand management, ensure agreed service levels are adhered toBudget management & expense controlVoice of the CustomerIdentify different mediums to interact with Liquor eCommerce customer base to ensure continual improvement opportunities are identified and to create customer advocacyReview customer feedback to identify opportunities to improve serviceManage the customer relationships by championing the client’s needsConduct deep dive analysis and provide routine executive level reporting on the customer pain pointsWork with Coles Customer Care and Insight teams to provide customer intelligence to the Liquor eCommerce teamHelp service as a senior point of contact for customers with critical escalations when requiredDrive positive CSAT scores across Liquor eCommerce by identifying, reporting and designing a series of strategies to improve key metrics that drive scoresWork closely across levels with senior and middle leadership including head of departments, process managers, service delivery heads, market heads with a vision to be one step ahead of customer requirementsFinancialLead and deliver reduction of Liquor eCommerce costsLead and deliver approved Business cases Financial delivery of Liquor eCommerce targets and measuresMandatory ComplianceAccountable for individual and team compliance with company values, policies and procedures (including Coles Code of Conduct) and all applicable external laws and regulations.Embedding compliance requirements into business planning and practices.Establishing and maintaining effective governance practices across areas of responsibility.Leading a strong governance and compliance culture amongst team.Resolving, managing and reporting compliance incidents.Ensuring team member compliance, training and development is adequately addressed.About you & your skills5+ years working in a contact centre environmentExperience in e-businessCommercial Skills and Formal QualificationsTertiary qualifications preferredDemonstrated ability to leading complex and/or broad discussions, presenting ideas with diplomacy, authority, conviction and commitment.Strategic thinking capabilityMust be able to work with complexity and ambiguity in a dynamic and continuously changing environment.Proven ability in devolving innovative solutions to deliver exceptional levels of customer service by challenging the excepted ‘norms’Take your next step into something bigger, apply now!With us it’s not about the discounts (although you do get those), it’s about joining a team where your wellbeing and professional development is invested in and celebrating your contributions is the norm. And because everyone leads unique lives, we offer flexible work including work from home, additional leave, and parental leave entitlements.We’re continuing to build a gender equitable team, and a culture that’s just as diverse, inclusive, and welcoming as the communities we serve. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation, and gender identities.We’re happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the ‘Our Recruitment Process' section of our careers site or email inclusionrecruitment@coles.com.au .Job ID: 153145 Employment Type: Fixed Term
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