Senior Analytics & Program Manager (Fulfilment & Customer Service)

at  Catch

WHO IS CATCH?

Catch.com.au has been bringing low prices to everyday Aussies on the brands they know and love since we started shaking up online retail in 2006.
We are Australian owned and operated and have deep expertise on Australian consumer online shopping behaviour. Catch.com.au is part of the Wesfarmers Group, placing us in good company alongside Australia’s top retailers, Kmart, Target, Bunnings, Officeworks and API.
Our vision is to be Australia’s most loved online destination for families. There’s still a lot of work ahead of us, so we’re always on the lookout for creative, resourceful, and resilient people that can quickly learn new skills and adapt on the fly.

THE SKILLS YOU’LL HAVE

• Relevant degree in Engineering, Robotics, Supply Chain Management, or related field
• Certification in PMP preferred
• Prior experience or background as a Business Analyst is advantageous
• Strong analytical skills to interpret data, draw out finding and implement actions or initiatives for continuous improvement
• Critical thinking and problem-solving capabilities
• Strong ability to effectively manage and influence stakeholders, ensuring alignment and collaboration across teams
• Project Management tool: JIRA, Trello, Confluence, Monday.com
• Project Management: Agile, Lean Methodologies. Ability to manage multiple projects simultaneously, set priorities, meet deadlines, and coordinate resources effectively
• MS Advanced Excel, Word, Powerpoint
• SQL, Tableau, Google Analytics, Power BI
• CRM tools: Zendesk, Salesforce, Amazon Connect, Mirakl, Howazit, Qualtrics
• Unity, Mirakl, Amazon connect, Howazit

YOUR ROLE

This role identifies key opportunities to improve the customer experience and assists in creating cost efficiencies across Supply Chain & Customer Service by interpreting and analysing data to identify key trends and opportunities. Working with key stakeholders on potential solutions following through with program management of agreed solutions and tracking the success of the initiatives.
Ensuring that the projects are delivered and realising business benefits. Monitoring customer satisfaction scores, including Net Promoter Scores along with managing Projects and Products for Customer service business unit.

WHAT YOU’LL BE DOING

Program Management

• Supports the lean leader and owner of lean analytics Program.
• Program Manager for all aspects of Supply Chain/ Customer Service and DNA Business requirements.
• Program manage the implementation of solutions effectively, track and measure success rate of solutions.
• Undertake PIR of key projects using data/analytics to support findings
• Acts as liaison between Customer Service, Data, Finance, Product, BI team and stakeholders and to communicate in both technical and non-technical terms when required.
• Working on delivering Products and Projects related to Customer service-from managing documents, Ideas, development, UAT testing and deploying.
• Formulating action plans cross-functionally to improve customer communications and facilitating mitigations to resolve issues impacting Customer experience.
• Analysis, reporting and resolution solutions for sellers and customers issues.

Insights and Analysis

• Use relevant data to identify key trends and forecasts, provide where possible potential solutions to the business to solve key issues arising.
• Generate NPS reports, manage NPS data to provide insights to the business. Establishing, improving, and tracking a core set of Customer Experience KPIs, with a focus on Net Promoter Scores and Customer satisfaction.
• Managing data tool and system - Howazit to generate NPS that has customizable survey questions, automated distribution, and response tracking. Determining key gaps between customer expectations and experience delivered by analysing the NPS and mapping across other business metrics.
• Evolving & maintaining Voice Of the Customer reporting and insights delivery for the plans.Conduct market research and competitor analysis to identify potential opportunities and challenges.
• Forecasting and planning strategy for the improvements in fulfilment and customer and providing recommendations to key stakeholders.

Reporting and Data Integrity

• Identifies key opportunities for improvement of the Customer Experience.
• Accountable for managing the customer service centre data, overseeing the cleanliness and accuracy of prospect and customer data. Continually improve accuracy and relevance of reporting to ensure data is used effectively in decision making.
• Create and manage customer service reports / dashboards on SF, customer engagement metrics, Customer satisfaction (CSAT), customer service centre team metrics and key input metrics.
• Build reports for internal team managers for their respective teams to monitor performance across all areas of fulfilment.
• Obtain and communicate data-key input metrics, CX metrics to track business performance, identify areas for improvement, and make data-driven decisions to enhance customer experience.
• Accountable for leading and promoting the Data Governance and Data Analytics, Reporting & Visualisation functions within CX.