In this newly created position, The Senior Manager, Customer Experience plays a critical role supporting the development and delivery of AFCA’s Customer Experience strategy. The Senior Manager will develop and drive our Customer Experience strategy whilst leading our current Member & Customer Experience team members. This is a newly created opportunity and exciting chance to have a real impact on our Customer Experience journey at AFCA.

Working closely with the Head of Membership Services, this role will support the creation and successful delivery of operational excellence customer experience best practice. The role will lead a team of skilled customer experience professionals and support teams by leading the development of the customer experience framework for consumers and members. The Senior Manager role will identify, support and drive process recommendations, end to end reviews and support AFCA to identify opportunities for improvement always with a focus of best practice customer experience.

Typically, in this role you will:

• Lead the development of the Customer Experience Strategy at AFCA
• Develop, facilitate and collate Consumer and Member research and feedback activities including surveys, focus groups, and other voice of customer inputs.
• Use this data to inform best practice and prioritisation of activities across AFCA, working closely with Operational Excellence, Operational Delivery, Rules and Decision makers
• Work closely with external stakeholders, industry groups and regulators
• Create and execute a body of work to drive customer excellence, being data driven, curious and focused on what it means to provide customer experience best practice
• Create and maintain a calendar of events for member engagement, including forums, webinars, roadshows
• Lead the content development for consumer and member engagements as above, plus newsletters and other communications
• Project management and coordination that is required to seamlessly deliver these engagements
• Change management with members and internal stakeholders helping drive execution of suggested recommendations
• Build and maintain strong relationships with operational teams and work closely with an aligned approach to building value for our customers

The Fulfilment Administrator is accountable for ensuring efficient order allocation to pharmacy partners, maintaining safety stock levels, resolving order related issues, providing project support, and assisting with fulfilment-related tasks as needed. Collaborating across departments, identify improvement opportunities and propose effective solutions.

• Ensure timely allocation and accurate processing of patient orders, resolving issues that prevent dispensing and dispatch.
• Respond promptly to pharmacy inquiries and collaborate with cross-functional teams to resolve order-related issues.
• Monitor inventory levels, coordinate stock reconciliations, and manage the end-to-end consumables ordering process.
• Support continuous improvement projects, assist with onboarding new pharmacies, and identify process enhancements.
• Generate KPI reports, conduct inventory audits, and maintain accurate documentation through SOPs and Guru cards.
• Address operational discrepancies, analyze root causes, and implement corrective actions to prevent recurring issues.

Liquor Team Member | BWS | Passionate About People

Leave your mark as a BWS Team Member!

You had me at merlot! Whether it’s a Beer, Wine or Spirits (or something zero-alc), at BWS, we do drinks your way.  Wherever you are, chances are, there is a BWS store just around the corner.  We have over 1450 stores in 1450 local communities across Australia; that’s 1450 opportunities to join the BWS Team. 

Our Team are famous for being themselves and having fun. We’re looking for spirited individuals who will leave a mark on our business and help create a more sociable future - for our customers and each other.  When you join BWS, you join a Team that is real, inclusive, and, of course, responsible. 

A day in your life as a BWS Team Member

• You’ll actively engage with customers by sharing your passion for our products and create special moments that your customers will remember
• You’ll be an advocate for BWS loyalty programs by letting your customers know about our benefits and product offerings
• You’ll make sure we have stock on our shelves so our customers have the best choices available
• You’ll maintain a safe and clean environment for your customers and teammates
• You’ll be responsible for upholding service of alcohol guidelines
• Importantly, you’ll be yourself and come as you are - BWS gives you the freedom to shine!

About you

You tell us… We want you to come as you are, be yourself and have fun.

• You’ll have the ability to talk with customers confidently and authentically to provide the ultimate unboring experience
• You’ll have good availability across the day, evenings and weekends
• You’ll have the ability to work both autonomously and as part of a team
• You’ll have a genuine interest in learning and expanding your product knowledge
• You’ll own your career. You want the opportunity to join a business where you can dream big about your future
• You don't mind increasing your daily step count - we're an active lot!
• You’ll want the opportunity to make your mark and leave a positive imprint in any role you grow into

The perks are good too! Grow your career within BWS and the wider Endeavour Group network.  An exclusive discount card for BWS, Dan Murphy’s and other Endeavour Group brands including ALH pubs not to mention discounts from Woolworths and Big W. Endeavour Wellbeing Support;  our EAP service offers critical incident support, career, conflict, nutrition and lifestyle, money, family, legal and employee assistance. 

If this gig excites you - and you’re close enough on the requirements - go on, throw your hat in the ring!

Candidates will be required to complete a functional screening assessment as part of the recruitment process.

We are together creators 

We’re big, but part of something much bigger. BWS is in good company, sitting alongside the likes of Dan Murphy’s, ALH Hotels, and Pinnacle Drinks within the Endeavour Group. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about having a good time - creating a safe, inclusive and fun place to rock up to. We’re all about creating a more sociable future - for our customers and each other.

We’d love to hear from You

If you meet a number of the requirements, wine on earth haven’t you applied yet?! 

#WeAreTogetherCreators #ComeAsYouAre #FeelTheEnergy 
#DreamBig #LeaveYourMark #BWS #EndeavourGroup

Our Talent Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.