Operations Manager (Business)

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Company background

Cashrewards is the fastest growing eCommerce site in Australia and a seriously dynamic place to work! We partner with a wide range of Australia’s leading retailers who are both clicks and mortar and some just straight online companies to offer online shoppers to take advantage of great deals and earn Cashback at their favourite stores.

 

Based in Chatswood in a handy location right near the train station and Westfield Shopping Centre, we are a friendly, flexible and fast-paced team. We offer a great environment and plenty of career potential.

 

About the Role

Reporting into the Head of Operations, this role manages the day to day activities and administration of the Operations team and will be responsible for ensuring the team is providing support and enquiry resolution to Members, Merchants, Partners and Networks within agreed KPIs.   The Operations Manager is a key person in analysing and interpreting data to ensure the team is alerted to potential issues that require attention.

 

Responsibilities & Duties

  • Manage and coordinate work allocation for the Operations team in Australia and the Philippines with support from the Operations Team Leader & Operations Executive. Prioritise urgent issues within the team to meet KPIs;
  • Be the out-of-hours emergency contact for urgent issues;
  • Provide advice and be the decision-maker for escalated issues within agreed timeframes, including but not limited to: transactions, tracking, validations, fraud and enquires escalated from the Member Service team;
  • Work with the Head of Operations to drive the development of policies/procedures and automation improvements across Operation’s Tasks;
  • Work with the Analytics team to enhance reporting to gain greater efficiency and improved member experience;
  • Understand tracking technology and be the lead to solve issues as they arise. Implement reporting and processes for the proactive identification of tracking and validation issues;
  • Manage eligibility of and ongoing monitoring of “fast approval” merchants and provide recommendations;
  • Work with the Product and Development team to improve: approvals app, fraud app, transaction processing, TQ resolutions.  Collaborate with the Member Services team to understand and improve pain points in the member journey;
  • Work with Merchant Integrations Specialist, Client Enablement Manager and Product teams to support integration and ongoing management of Merchants and Partners;
  • Assist the Client Service team with Tier and Tracking functionality related queries;
  • Assist Marketing and Client Services with special promotions and bonus offers;
  • Build relationships with Merchants, Partners and Affiliate Networks to support business strategies;
  • Support development and training of the Operations team. Support Operations team culture;
  • Ad hoc project management;

 

Knowledge, Skills & Experience

  • Technically and data-savvy;
  • Friendly and professional manner with the ability to build business relationships internally and externally;
  • Strong attention to detail skills;
  • Problem-solving skills and ability to think laterally;
  • Prepared to challenge and be challenged;
  • Superior communication skills (verbal and written);
  • Experience in customer service and/or client service;
  • Proficient with MS Office and Google equivalent: Word, Excel, Outlook and PowerPoint;
  • Ability to analyse and interpret business intelligence data and reporting (experience with Microsoft Power BI an advantage);
  • Opportunity for the first step into Management;
  • Minimum of 5 years of business experience;
  • Tertiary qualification in a related field;
  • Experience within an affiliate marketing environment preferred but not essential

 

Does this sound like you? Send us your CV to careers@cashrewards.com

 

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