Senior Customer Experience Manager | Primary Connect+

Senior Customer Experience Manager  Transport Operations Call Centre Coach, lead & engage a large team to create exceptional customer service & 3PL carrier support Norwest Support Office with collaborative workspaces, parking, gym facilities  Welcome to Primary Connect+  Primary Connect+ is our retailer-agnostic, technology-driven commercial business within Primary Connect. Our team works together to provide end-to-end supply chain solutions for more than 1,300 food and retail customers. Our extensive reach opens up boundless opportunities for learning, growth, and professional development. By raising your hand, fostering relationships, and seizing the moment, you can take control of your own unique path.  What you’ll experience We create a thriving team experience through a culture of belonging that champions safety and wellbeing for our people and partners. We’re a team-first organisation. We’ll equip you with the necessary training for success in your role, and provide continuous career development and learning opportunities.  We offer competitive remuneration inclusive of annual increases, generous bonus structure and access to a number of employee benefits. We offer unparalleled career development opportunities within Primary Connect and the Group. A range of programs to help you prioritise and manage your wellbeing, including a competitive leave policy and 24/7 access to the Sonder app. What you’ll do Lead, motivate and continue to build a professional, high performing customer service team (20+) aligned to key business objectives and service strategies. Manage and influence positive service outcomes for Primary Connect Operations, ensuring customer satisfaction and operational efficiency. Assume point of escalation responsibilities drawing upon strong problem solving and conflict resolution skills and drive timely query resolution to minimise service disruptions and ensure smooth operations. Pursue continuous improvement, collaborating with stakeholders to enhance processes and deliver first-class experiences for customers and partners. Actively participate in the senior Operations Leadership team providing support and governance for the PC+ business What you’ll bring 5+ years senior customer-facing experience within a large organisation ideally FMCG, Manufacturing, Transport, Retail or Logistics environments Proven expertise in high-volume, dynamic call center environments, with a strong focus on supply chain solutions. Ability & passion to build and lead high-performing teams, fostering a culture of customer-centricity and achieving outstanding results through clear communication, recognition, and collaboration. Excellent communication skills to gain commitment and bring others with you Demonstrated ability to multi-task and manage conflicting priorities in a significant growth area, while working a diverse range of initiatives Endless possibilities with Woolworths Group We’re a proud part of the Woolworths Group – 200,000+ bright minds, passionate hearts and unique perspectives working together connected by a shared Purpose – ‘to create better experiences together for a better tomorrow.’  Here you’ll be supported and empowered to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week. Backed by a culture of genuine care, a flexible approach to work and the support to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless. Everyone belongs at Woolworths Group Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential. We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process. Platinum Tier Employer - Australian Workplace Equality Index for LGBTQ+ inclusion Employer of Choice for Gender Equality - Workplace Gender Equality Agency. Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes #LI