Optimising Performance Lead
hace 1 mes
Company Overview
At Dentsu, we are a fast-growing subscription-based start-up with a vision to achieve rapid global scale and digital maturity. Our dedication lies in delivering innovative solutions that drive customer engagement and operational excellence.
About the Role
We are seeking an Optimising Performance Lead to lead efforts in designing and optimising integrated workflows, reviewing and enhancing operational processes, and overseeing continuous improvement initiatives.
Key Responsibilities:
- Integrated Workflow Design: Develop, implement, and optimise integrated workflows across various functions, ensuring seamless operations and alignment with strategic goals. Collaborate with cross-functional teams to design workflows that enhance operational efficiency and improve the customer experience. Use data-driven analysis and process mapping to identify bottlenecks, redundancies, and areas for improvement in existing workflows.
- Operational Process Review: Conduct comprehensive reviews of existing operational processes to ensure they are efficient, scalable, and aligned with business objectives. Identify and eliminate inefficiencies, gaps, and inconsistencies in processes, leveraging automation and best practices where appropriate. Develop and maintain documentation of operational processes, workflows, and standard operating procedures (SOPs).
- Customer Journey Analysis: Map and analyse end-to-end customer journeys to identify pain points and opportunities for improvement. Work closely with customer-facing teams to understand customer needs and use this insight to inform process improvements. Implement strategies to improve KPIs related to customer satisfaction, retention, and engagement.
- Continuous Improvement Oversight: Develop and lead a continuous improvement program focused on enhancing processes and customer journeys. Establish performance metrics and benchmarks to measure the effectiveness of improvement initiatives.
- Performance Tracking and Reporting: Monitor and analyse performance data, including operational KPIs and customer satisfaction scores. Develop and deliver regular reports and presentations to senior management on performance optimisation efforts.
- Stakeholder Engagement and Collaboration: Act as a liaison between different departments, fostering collaboration on performance optimisation goals.
What We Offer:
- A competitive salary of $95,000 - $125,000 per annum, depending on experience.
- A dynamic work environment with opportunities for growth and professional development.
- A collaborative team culture with a focus on innovation and excellence.
- A range of employee benefits, including health insurance, retirement plans, and paid time off.
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