Additional Information
* This role is Temporary Full-time, 76hrs per fortnight for 12 months.
* The internal job title for this role is Customer Operations Manager.
* The store operates 7 days per week. Availability is required to work a rotating roster, including a mix of day and evening shifts, and alternating weekend shifts (both Saturday and Sunday).
Responsibilities
* Contribute ideas and insights to the creation and implementation of the local customer relations action plan.
* Execute and follow up a customer-focused culture throughout the unit and ensure an overall inspiring shopping journey.
* Build business competence and lead, coach and develop the full team, promoting individual growth and securing a high-performing team.
* Implement the global solutions, services and tools that support the daily operations within the customer function.
* Analyse customer-related and financial KPIs and act with relevant stakeholders on root causes of customer dissatisfaction and other efficiency drivers, including accountability of the customers and compensations budget.
* Provide a family-friendly environment that converts more visitors to happy customers.
* Ensure a customer-friendly, efficient and cost-effective execution of the payment process.
* Maintain relations with external and internal partners and provide input to the service agreements and contracts with internal/external partners and support co‐workers in execution and follow-up.
* Secure operational excellence in daily operations in order to enhance the customers' shopping journey.
* Identify and develop the many talents in the unit and within the department to secure succession planning.
* Support proactively with customer insights for business and customer experience improvements.
Qualifications
* Incredible people‐management skills and ability to identify, support and nurture talent to see them grow and develop.
* Strong ability to inspire the team to prioritise the customer experience through leading by example.
* Adaptable mindset, able to reflect and remain agile in a constantly changing retail environment.
* Highly developed skillset in analysing data, deriving insight, identifying pain points and creating solutions to drive customer satisfaction.
* Collaborative by nature and can influence and inspire colleagues, internal and external to align to vision.
Benefits
* 5 weeks' Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more.
* 24/7 access to our Employee Assistance Program for health and wellbeing support.
* 15% Co‐worker discount.
* Low-cost nutritious meals including complimentary drinks in our Co‐worker restaurant.
* Co‐worker uniform provided.
* Free Co‐worker parking.
* Free benefits membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers).
* Bonus programme (where eligible).
* Co‐worker Loyalty programme (extra contribution to your superannuation fund where eligible).
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