Customer Experience Officer handling service and support for Tennis World Melbourne Park & Albert Reserve. Responsibilities include customer service, front of house management, and event support.
About the role
- Vendor Manager analyzing and improving customer care operations for a global travel management platform. Aiming to deliver a 7-star experience for customers through effective supplier management.
Responsibilities
- Analyse the operating models, organisational structures and workflows of outsourced service providers.
- Identify inefficiencies, operational risks and opportunities for improvement in customer service processes and service delivery models.
- Define, monitor and analyse key performance indicators (KPIs), SLAs and quality metrics.
- Prepare analytical reports and recommendations for the continuous improvement of suppliers' operational and organisational performance.
- Act as the main point of contact with assigned suppliers, directly managing the operational and organisational relationship.
- Coordinate and supervise supplier performance, conducting regular follow-ups and managing incidents and escalations.
- Lead performance reviews and define corrective and improvement action plans together with suppliers.
- Actively participate in the negotiation, renewal and modification of contracts with outsourced service providers.Sign contractual agreements within the authorisation framework established by the organisation.
- Monitor compliance with contractual terms, service level agreements and financial commitments.
- Lead organisational and operational analysis in the selection and onboarding of new suppliers, evaluating capabilities, risks and fit with the corporate model.
- Conduct regular supplier evaluations from a performance, organisational and operational sustainability perspective.
- Design and promote organisational improvement initiatives, process standardisation and the adoption of best practices among suppliers.
- Document procedures, operational frameworks and management methodologies applicable to outsourced services.
- Collaborate with the operations, finance, legal and product areas, providing technical and organisational analysis for decision-making.
Requirements
- 5-8 years of experience leading large-scale Customer Care teams (200+ FTEs).
- Proven success managing both in-house and outsourced operations.
- Experience in technology-driven or high-growth environments (travel industry a strong plus).
- Demonstrated ability to build and develop high-performing, customer-centric teams.
- Strong process orientation and project management background.
- Excellent communication skills (verbal and written) in English.
- Data-driven and analytical, with a track record of using insights to drive improvements.
- Hands-on leader with a proactive, pragmatic, and collaborative approach.
- Experience with Zendesk or similar CX platforms preferred.
Benefits
- Receive competitive compensation and equity ownership in Perk
- Rest and recharge with our generous allocation of vacation days plus public holidays
- Take control of your physical health with your choice of private healthcare or a gym allowance
- Know that your loved ones are protected financially through your Life Insurance if the worst were to happen
- Join our unforgettable Perk events, including our spectacular annual summer party
- Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
- Make your money go further with our flexible compensation plan
- Focus on your family with 17 weeks’ paid parental leave during your child’s first year
- Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
- Broaden your horizons with up to 20 "Work from Anywhere" days per year
- Nurture your language skills with in real-life English, Spanish and Catalan lessons
- Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
- Let us help you move to one of our hubs with relocation support
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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