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