Operations Analyst - Customer Care

at  MECCA Brands Pty Ltd

As we continue to put the customer at the forefront of our growth strategy, MECCA has an exciting opportunity for an Operations Analyst to represent our Customer Care team across new projects and ensure they are delivered in a way that maintains and improves the customer and employee experience.
The Role You Could Play
We are seeking a determined, tech-savvy, accomplished teammate who thrives working in a fast-paced, collaborative, data-driven environment. You would become an expert in the current processes and ways of working across Customer Care in order to operate as change receiver for projects being delivered that will impact the team.

You will also:

• Work with the Operations Manager on developing a change management and internal knowledge strategies, as well as relevant content to drive the adoption of the new processes and systems
• Represent & advocate for the MECCA Customer Care team, attending discovery sessions and design workshops for new projects and initiatives and identifying opportunities to bring in the relevant stakeholders when necessary
• Assess and communicate change risk throughout the solution lifecycle, escalating significant risks.
• Monitor performance and user insights, lead internal implementation reviews and drive continuous improvement initiatives.
• Assist in UAT and BVT for any new projects impacting Customer Care, liaise and coordinate with other team members and stakeholders to ensure a successful rollout of solutions
• Document existing processes and translate them into content for the internal knowledgebase

What You Will Bring

We would love to see candidates who:

• Operate with a customer-first mindset and can work both autonomously and collaboratively
• Have excellent communication skills, outstanding organizational and planning skills with the ability to autonomously multitask, manage timelines & workload to meet deadlines and can influence, engage and inspire
• Can present to both technical and non-technical audiences to influence & rally support for the new processes and improvements across diverse stakeholder groups
• Are comfortable with prioritizing and managing trade-offs with competing requests/finite resources, comfortable to pivot & re-prioritise based on working in a fast-paced/innovative environment
• Have highly analytical thinking with the ability to use data to help inform decision-making. Numerically strong, and commercially/value-minded

With a previous track record of:

• Strong experience in Customer Service with a focus on designing and delivering end-to-end solutions that address customer & employee pain points
• Demonstrated ability to work cross-functionally
• Minimum of 2 years’ experience in a similar role
• Experience working with IT and project teams as well as business stakeholders
• Experience in process mapping and/or process optimisation
• Proven experience within a changing environment in a growing business

Your Life At MECCA
Whilst we are singularly focused on our #CustomerFirst mantra, we know that wouldn’t be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way!

Some of our other team member benefits include:

• Professional development programs and first-class digitised learning offering
• Health and well-being initiatives
• Reward and recognition programs
• Access to bonus and incentive programs
• Quarterly product allowance
• Unlimited 40% discount

There are also so many other ways in which you’ll be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way.

Please refer the Job description for details