Manager, Business Process (Retail)

This role sits within the Membership and Customer Excellence (MCE) Division, which is responsible for delivering world-class experiences and deepening engagement across all customer segments. The Division oversees clubhouses, racecourses and Off-Course Betting Branches, enhances member and owner value propositions, and leads customer experience strategy across digital and physical touchpoints. It also manages data strategy and governance to build a unified view of customers.

• Support process improvement initiatives by assisting in the identification and implementation of service improvement initiatives and operational efficiencies across various business units.
• Gather, analyse and report on performance metrics and operational data to inform decision-making and measure success against established KPIs.
• Coordinate with various business units and stakeholders to ensure alignment on improvement objectives and the execution of initiatives.
• Regularly review processes and service delivery touchpoints to identify issues, propose resolutions and implement continuous improvement measures.
• Create and develop process flowcharts, project compendiums and operating models to map out business operations processes and tasks, and monitor progress with business functions.
• Create and oversee the documentation of standard operating procedures (SOPs) and other operational guidelines to ensure consistency and compliance.
• Support the evaluation of implemented initiatives to ensure they meet business requirements and operational standards.
• Assist in the development of training materials and communication protocols to support operational changes and improve staff engagement.
• Facilitate effective communication and engagement with stakeholders throughout the improvement process to promote transparency and collaboration.
• Undertake other duties as assigned by the Manager.

• Bachelor's degree in Business, Management, Statistics or a related discipline.
• Minimum of 7 to 10 years of relevant management experience.
• Proven experience in project management and business process improvement or optimisation.

• Competitive salary and benefits packages.
• Dynamic working environment.
• Development opportunities.