About the Role We are seeking an experienced and commercially minded Channel Manager - Delivery to join a growing hospitality organisation. Reporting to the Head of Finance, with a dotted-line relationship into the Marketing team, this role is responsible for driving growth, performance, and operational excellence across delivery channels and related customer fulfilment platforms. This position requires a highly analytical and collaborative leader who can successfully manage relationships vertically and horizontally across the business. The successful candidate will be able to balance strategic thinking with hands-on execution, leveraging data, insights, and stakeholder engagement to achieve commercial and operational outcomes. Key Responsibilities Channel Growth & Performance Identify opportunities to sustainably grow delivery revenue and customer engagement across all channel partners. Develop and execute channel growth strategies aligned with overall business objectives. Monitor channel performance through reporting, analysis, and key performance indicators, driving initiatives that improve sales, profitability, and customer satisfaction. Partner with Marketing, Operations, and Commercial teams to maximise channel effectiveness and campaign performance. Third-Party Partner Management Own relationships with third-party delivery and fulfilment partners. Conduct regular business reviews, performance analysis, and strategic planning sessions with channel partners. Monitor industry trends, competitor activity, and emerging opportunities to maintain a competitive advantage. Negotiate and manage commercial agreements in conjunction with internal stakeholders. Operational Support & Process Improvement Act as the primary escalation point for delivery-related operational issues. Develop and manage transition plans for operational support activities including systems access, device management, platform integrations, menu updates, reporting, and troubleshooting. Drive continuous improvement initiatives that enhance operational efficiency and improve the experience for frontline teams. Identify and implement system and process enhancements across delivery channels, including technology integrations, workflow optimisation, and reporting automation. Refund & Remake Governance Own and optimise refund and remake management processes across all delivery channels. Monitor performance, identify root causes, and implement corrective actions to minimise controllable costs. Develop reporting and accountability frameworks to support continuous improvement. Stakeholder Management Build strong relationships across Commercial, Marketing, Operations, Finance, Technology, and external partners. Influence stakeholders at all levels to ensure alignment and successful execution of strategic initiatives. Present insights, recommendations, and business cases to Executive Leadership teams. Build and maintain reporting frameworks, dashboards, and performance metrics. Translate data into actionable commercial recommendations and operational improvements. Develop executive-ready presentations, reports, and business insights. Project & Contract Management Lead delivery-related projects from concept through implementation. Apply structured project management methodologies to ensure successful delivery of initiatives. Coordinate contract negotiations and renewals with relevant stakeholders. Ensure projects are delivered on time, within scope, and aligned with strategic objectives. Skills & Experience Minimum 5 years' experience in a leadership, channel management, commercial, or operational role. Strong experience in data analytics, business performance management, or channel optimisation. Proven ability to present strategic recommendations and business insights to Executive Leadership teams. Advanced analytical and problem-solving skills with the ability to convert data into action. Strong stakeholder management and influencing capabilities. Experience developing executive presentations, business cases, and performance reporting. Demonstrated process improvement and operational excellence mindset. Experience managing third-party partnerships, marketplace platforms, or delivery channels is highly desirable. Hospitality, retail, consumer services, multi-site operations, or related industry experience preferred. Strong project management experience and familiarity with formal project management methodologies. Excellent communication, negotiation, and relationship management skills. To apply, please submit your application via SEEK. For a confidential discussion about the opportunity, please contact Michelle Hodgson on 0434 538 014 or michelle.hodgson@marsrecruitment.com.au
