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Delivery Manager (eCommerce)

Job Details

Location
Victoria
Salary
$120,000 - 125,000 Base + Super
Job Type
Full Time
Ref
JO-1812-526111
Contact
Wes Elsayed
Posted
6 days ago
About
Our client has been involved in an eCommerce implementation for the past 15 years, working with everyone from innovative new brands making their debut online, all the way to some of retail's biggest names. They are eCommerce Guru's.

Industry: Retail 

Role: eCommerce Delivery Manager 
The Delivery Manager (DM) is accountable for the delivery of all organizations services to clients post-launch. The DM is responsible for the range of services defined in client's contracts and the delivery of these services within the Service Level Agreements (SLAs) for each client where appropriate.

The DM plays a vital role acting as the primary point of contact for the client and is responsible for delivering all project road-map work as well as being accountable for any support elements of ongoing service contracts, including incident and problem Management, monitoring, and more

You will need to be comfortable and confident in working autonomously, with limited guidance at times due to time differences.

KEY RESPONSIBILITIES:
Client engagement:
  • Take ownership of all direct communication with the customer and resolve escalations with autonomy within the scope of our service offering
  • Collaborate effectively with internal and external colleagues to build a first-class customer relationship with the objective of making every customer a lifelong customer
  • Uncover and recognize any risks that threaten customer satisfaction or renewal; executing mitigation plans for all risks
  • Work closely with the Account Management team to identify, develop, and realize new opportunities within existing customer accounts.
  • Build strong, transparent and trust-based relationships with client
KEY RESPONSIBILITIES:
Client engagement:
  • Take ownership of all direct communication with the customer and resolve escalations with autonomy within the scope of our service offering
  • Collaborate effectively with internal and external colleagues to build a first-class customer relationship with the objective of making every customer a lifelong customer
  • Uncover and recognize any risks that threaten customer satisfaction or renewal; executing mitigation plans for all risks
  • Listening to customers carefully and truly understanding customers' key business issues and opportunities in order to deliver business-impacting results
  • Work closely with the Account Management team to identify, develop, and realize new opportunities within existing customer accounts ensuring customer growth, satisfaction, and contract renewals.
  • Conduct regular reviews with the client to review services delivered and look forward to planning future roadmap delivery
  • Build strong, transparent and trust-based relationships with clients
Service delivery:
  • Work with the support team to ensure all incidents are resolved within SLA and monitoring is in place and set up correctly.
  • Maintain an active Continual Service Improvement program to establish the root cause of problems and fix these through ongoing roadmap delivery releases.
  • Maintain day to day accountability for the ownership and resolution (including any referral or escalation as may be necessary) of Service issues
  • Ensure all effort expended is reported accurately and billed in line with the client contract
Project Delivery:
  • Manage client backlog and deliver items prioritized by the client in an ongoing sprint model
  • Deliver all releases to budget and to agreed timelines
  • Work with client to prioritize roadmap
  • Create and communicate release schedules
  • Work with client and companies practices to ensure delivery items have sufficient requirements and are delivered to the quality expected by end customers
  • Ensure technical resources are scheduled in to deliver all delivery items in line with release plans
REQUIREMENTS
Essential Skills & Experience
  • Experience in service delivery and/or project delivery.
  • Technical background within e-commerce advantageous
  • Must be commercially aware, able to identify and effectively communicate commercial opportunities
  • Ability to work independently and as part of team in a matrix organization
  • Success working in a fast-paced and dynamic environment in a growing company
  • Excellent written and verbal communication skills and a good team player
Desirable Skills & Experience:
  • A passion for e-commerce
  • Working knowledge of Agile methodology
  • Working knowledge of both project delivery and service delivery
Desirable Candidate Profile:
  • Highly motivated self-starter and good relationship builder with strong diplomacy skills
  • Pro-active with a desire to succeed
  • Must aspire to a culture of service excellence, always putting the customer and our business at the center of everything they do
  • Must be able to work proactively and under pressure

ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED 

PUSH the "APPLY NOW" button if you are interested in the role - for more information call Wes on (03) 9236 7766 or alternatively email Wes on wes.elsayed@talentinternational.com