Delivery Manager

INTRODUCTION:

At Dyson, we solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. Our Customer team shapes extraordinary experiences for Dyson owners worldwide. We deliver proactive, fast, and thoughtful support that makes customers feel valued. We build loyalty through meaningful engagement, inspire advocacy, and turn every interaction into long‑term connection. Guided by our principles - effortless experiences, global consistency, personalization, and relentless improvement - we ensure every customer's journey with Dyson is exceptional.

DEPARTMENT OVERVIEW:

The Customer Service& Experience team is responsible for delivering seamless and effortless support across all customer touchpoints. The team manages contact centre performance, customer experience strategy, digital self-service initiatives, service quality, and continuous improvement programs.

Working closely with Marketing, Retail, Logistics, Product, Quality, and Technology teams, the function ensures Dyson owners receive exceptional support while driving operational efficiency, customer loyalty, and commercial growth.

PURPOSEOF THE ROLE:

The Customer Delivery Manager, ANZ is responsible for end-to-end operational oversight of ANZ's outsourced contact centre operations in The Philippines, Manila ensuring exceptional customer experience, strong commercial outcomes, and consistent delivery against service and sales KPIs. This role acts as the primary interface between Dyson and Concentrix, driving performance, innovation, cost efficiency, and customer-centric transformation across all customer contact channels.

MAINRESPONSIBILITIES & ACCOUNTABILITIES:

Key Responsibilities

Operational Performance & Service Delivery

• Lead daily and ongoing performance management of Concentrix team in Manila across voice and non-voice channels, ensuring consistent achievement of KPIs, SLAs, sales, and conversion targets.
• Monitor real-time and trend-based operational metrics to proactively identify risks, resolve issues, and optimise service levels.
• Ensure operational consistency aligned to Dyson's customer experience standards, tone of voice, and brand values.
• Review contact centre service levels and collaborate with vendor leadership to close performance gaps.
• Maintain clear documentation of escalations, corrective actions, and resolution timelines.

Vendor Collaboration & Stakeholder Management

• Act as the primary point of contact for Concentrix, driving accountability through structured reviews, feedback, and continuous improvement initiatives.
• Govern vendor reporting, SLA tracking, and performance dashboards to ensure accuracy and transparency.
• Communicate and operationalise updates related to strategies, offers, policies, and market standards.
• Partner closely with internal stakeholders and cross-functional teams to ensure alignment and seamless execution.

Customer Experience Excellence

• Champion low-effort, high-impact customer interactions across all contact channels.
• Review NPS, EASE, FCR verbatim and customer feedback to identify insights, root causes, and improvement initiatives.
• Identify systemic and localised customer experience issues, ensuring timely escalation and resolution.
• Provide guidance on complex customer and owner escalations to ensure prompt and effective outcomes.

Quality, Training & Continuous Improvement

• Partner with Concentrix on QA calibration activities, ensuring consistent quality standards and documented actions.
• Partner with Training teams to develop product training, learning roadmaps, refresher programs, and post-training evaluations.
• Capture and report emerging product reliability, safety, quality, and liability risks to relevant stakeholders.

Process, Digital & Technology Enablement

• Identify and drive process improvements, automation, and digital initiatives to enhance customer journeys and operational efficiency.
• Support CRM development and optimization, ensuring customer service requirements are embedded in system design.
• Maximize use of technology and analytics to improve both customer experience and cost efficiency.
• Provide SME support for contact centre system issues and tool adoption.

Commercial & Cost Management

• Identify revenue opportunities through service-to-sales, accessories, and machine sales, supporting the development of the contact centre as a profit centre.
• Review and recommend initiatives to improve productivity, reduce operating costs, and optimize service delivery models.
• Develop efficient and scalable customer service operating models balancing customer outcomes, cost, and owner experience.

Strategic Contribution

• Ensure Customer Service is represented in business strategies, market plans, and new product development discussions.
• Share operational insights with QA, Training, and Market teams to inform service design and continuous improvement.
• Foster strong internal communication and promote a customer-first culture across teams.

Key Success Measures

• Consistent achievement of SLAs, KPIs, NPS, sales, and conversion targets
• Strong vendor performance and continuous improvement outcomes
• Measurable gains in customer experience, efficiency, and cost optimization
• Effective escalation management and cross-functional collaboration
• High-quality service delivery aligned with Dyson brand standards