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, personalisation, and relentless improvement - we ensure every customer’s journey with Dyson is exceptional.
The Delivery Lead 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.
Main responsibilities include but not limited to:-
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
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
Champion low-effort, high-impact customer interactions across all contact channels
Review NPS 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
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
Identify and drive process improvements, automation, and digital initiatives to enhance customer journeys and operational efficiency
Support CRM development and optimisation, ensuring customer service requirements are embedded in system design
Maximise use of technology and analytics to improve both customer experience and cost efficiency
Provide SME support for contact centre system issues and tool adoption
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 optimise service delivery models
Develop efficient and scalable customer service operating models balancing customer outcomes, cost, and owner experience
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
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 optimisation
Effective escalation management and cross-functional collaboration
High-quality service delivery aligned with Dyson brand standards
To be successful inf this role you will have strong analytical, problem-solving, and process improvement skills, with a focus on business process optimisation and reengineering. You have excellent communication and influencing skills, capable of engaging stakeholders at all levels, both internally and externally and strong interpersonal skills with the ability to build and maintain effective relationships across all levels of the organisation.
Previous skills & experience:-
Experience in managing outsourced customer service operations with strong leadership, coaching, and team motivation capabilities
Strong understanding of contact centre operations, including workload prioritisation, resource and planning cycles, and key metrics such as CSAT, AHT, CES and FCR
Proven ability to analyse numerical data and performance trends to develop actionable improvement plans
Technically and digitally minded, with a strong understanding of evolving customer expectations and contact centre technologies
Advanced proficiency in Microsoft Excel, BI tools, and Microsoft Office (Word, Outlook, SharePoint), with strong reporting and presentation capabilities
Demonstrated experience driving, implementing, and managing change in fast-paced, dynamic environments
Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.