Senior Customer Service Operations Manager

About Us

Vinarchy. Redefining Wine. 

Established in 2025 following the merger of Accolade Wines and Pernod Ricard Winemakers, Vinarchy is an exceptional global wine company committed to redefining wine.

Crafting extraordinary wines in Australia, New Zealand, Spain, Italy, South Africa, Chile and the United States, and sharing them in almost every corner of the world, we are relentlessly innovative, ambitious and imaginative at every stage from grape to glass.

About the role

As the Sr Customer Service Operations Manager at Vinarchy, you'll lead customer service performance across the Americas, ensuring operational excellence from order processing to issue resolution. You'll play a key role in enhancing service levels, driving continuous improvement, and strengthening relationships with key distributors. This is a strategic, hands-on role ideal for a commercially minded leader with a passion for delivering exceptional customer experiences in a fast-paced, global supply chain environment.

Key Responsibilities Include:

•    Lead customer service performance and development initiatives for the Americas region.
•    Ensure all orders are processed accurately and that customer inquiries, claims, and service requests are addressed promptly and professionally.
•    Deliver weekly reporting with insights on service levels and operational issues to support internal performance tracking.
•    Analyze and communicate root causes of service issues, providing actionable recommendations to enhance availability at depots and on shelves, supporting revenue and profitability goals.
•    Implement streamlined, value-added processes across the supply chain to enhance S&OP effectiveness and eliminate inefficiencies.
•    Develop and manage Service Level Agreements (SLAs) in alignment with customer and internal expectations.
•    Establish, monitor, and maintain KPIs and performance dashboards for customer service metrics.
•    Foster and maintain strong, collaborative relationships with key distributors, ensuring long-term partnership success.
•    Demonstrate readiness to assume broader responsibilities and assist peers across the supply chain function when required.
•    Lead the creation and continuous improvement of SOPs covering all key supply chain functions

Other Accountabilities Include

•    Support all other functions in supply chain when required 

What You’ll Bring:

Required Experience:
•    Proven experience in customer service leadership, preferably within the wine, beverage, or CPG sectors
•    Demonstrated success in improving service performance and managing KPIs
•    Strong organizational, leadership, and communication skills

Functional:
•    Excellent analytical skills and the ability to demonstrate a good level of commercial understanding is required.
•    Precision in order entry and customer account management.
•    The ability to understand and interpret financial and category data is essential.
•    High levels of energy, resilience, and adaptability to thrive in a dynamic, fast-paced environment.
•    A strong self-awareness and a laser focus on the customer is also required, as well as a good level and experience of influencing and negotiation skills.
•    Experience in JDE ERP systems and Microsoft Excel preferred.

Behavioral: 
•    Positive Mindset & Work Ethic: Demonstrates a consistently positive attitude, bringing energy, creativity, and commitment to the team environment.
•    Inspiring Leadership: Motivates and inspires others by providing clear direction, setting customer-focused goals, and leading by example.
•    Customer Centricity: Acts as a strong advocate for the customer; consistently seeks to understand and exceed customer expectations across all touchpoints.
•    Attention to Detail: Applies a structured, focused approach to tasks, ensuring accuracy and thoroughness in all activities.
•    Continuous Improvement Drive: Proactively identifies opportunities for improvement, sets ambitious goals, and shows resilience and ownership in overcoming challenges.
•    Performance Under Pressure: Maintains composure, effectiveness, and decision-making capability under tight deadlines or high-stakes situations.
•    Collaborative Spirit: Fosters teamwork and inclusivity, values diverse perspectives, and contributes to a culture of shared accountability and high performance.

Why Join Us?

Vinarchy is a home for passionate people to do their very best work. We believe in empowering our people and celebrating success. 

We offer a competitive rewards package and the opportunity to work with a world-class team. 

You will also have access to: 
•    Annual wine allowance and access to unique wine specials 
•    Flexible working (Up to 2 days working from home) 
•    Paid Parental Leave
•    Start your weekend early with our Fast Friday finishes! 
•    Go Beyond Day - make a difference in your local community 
•    Access to an extensive online learning library 
•    Employee Assistance Program & Various exclusive employee discounts

Ready to redefine your future?  APPLY TODAY!

At Vinarchy we are dedicated to building a diverse, dynamic and inclusive culture. Prospective candidates will be required to provide proof of legal work rights and undertake relevant pre-employment screening to verify eligibility and suitability. 

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