Customer Experience and Telesales Manager

Introducing Suntory Oceania

Craft your future with Suntory Oceania, a new $3b multi-beverage partnership between Suntory Global Spirits and Suntory Beverage & Food. Underpinned by quality, craftsmanship and a strong sense of purpose, our exciting new partnership will be powered by two manufacturing sites, five distribution centres and more than 1500 Suntorians across Australia and New Zealand.

Our market-leading portfolio will have over 40 brands, including Jim Beam® and Maker's Mark® Bourbon, Hibiki® Japanese Whisky, Canadian Club® Whisky, -196, V Energy, Maximus, and Suntory BOSS Coffee. As One Suntory, we will be positioned as the fourth largest beverage player in the region, ready to ignite the category, creating more beverage moments from sunrise to sunset. Together, we will bring the best of Suntory to Oceania.

The opportunity

The Customer Experience & Telesales Manager is accountable for managing the inbound and outbound contact centre functions from the daily operational side and customer service propositions which align to the business and channel strategies, achieving customer satisfaction.

The role will be leading a team of Customer Experience Officers, and responsibilities will include driving customer experience, driving team performance, operations management, coaching/training initiatives, continuous improvement & business initiatives implementation and reporting meaningful insights back to the business on performance.

This is an office-based role.

Additional responsibilities include:

• Lead, coach, and mentor the team to deliver results in line with agreed performance targets.
• Manage workflows across multiple channels and ensuring high quality service.
• Identify and implement innovative solutions towards process improvement.
• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.

What's in your toolkit?

With an in-depth understanding of our business, a focus on customer centricity, optimisation and ability to provide meaningful insights back to the business on performance through the use of analytics/reporting you will have the tools to succeed in this role.

In addition to the above, we are also on the lookout for a candidate with:

• Demonstrated experienced in a similar contact centre/tele sales leadership role
• FMCG Industry Experience (Highly Desirable)
• Strong leadership skills with the ability to drive a high performing team, keep them engaged and embed a strong team culture aligned to our Suntory Leadership Spirit Values
• The ability to adapt and be flexible in their approach as we embark on our transformation journey toward Suntory Oceania
• Exceptional relationship building and stakeholder management skills, with the ability to influence through the use of insights at all levels across the organisation
• A high level of commercial acumen
• Intellectual curiosity, complimented with the courage to challenge and question for a better outcome
• Self-motivation with a friendly, positive and adaptable personality

Unleash your Spirit

As Suntorians we believe in Dreaming Big and Growing for Good. We take pride in our sustainability, diversity, equity, and inclusion initiatives, striving to grow responsibly and inclusively. If you are ready to unleash your spirit with Suntory Oceania, then please apply today.

We want our interview process to be as inclusive as possible. If you require any adjustments as part of the process, do not hesitate to let us know.