Talent & Operations Manager

Company description

Mars United Commerce Powered by Marilyn is a global commerce company that delivers all the solutions clients need to grow their business today and tomorrow. Founded by the late Marilyn Barnett, we’ve become global leaders in four key commerce disciplines – Strategy & Analytics, Digital Commerce, Content & Experiences, and Retail Consultancy – that together form a United Commerce Ecosystem that provides all the expertise clients need to navigate the commerce marketing landscape. Our 800+ Martians across North America, Europe, Australia, New Zealand and Asia exist to drive growth for our people, our clients, and our communities all across the globe. In late 2024 Mars United Commerce became part of the Publicis Groupe.

Overview

Talent & Operations Manager

The primary goal of the Talent & Operations Manager is to lead the Operations Team in fulfilling client requirements with exceptional quality and excellent attention to detail. This role involves building a high-performing team of Brand Ambassadors recognised as industry leaders while ensuring that all operational processes are efficient and uphold the highest standards.

Key Responsibilities:

• Team management: Proactively manage and inspire the Operations Team by conducting weekly Work In Progress (WIP) meetings. These meetings will focus on compliance with company standards, addressing any challenges, and fostering collaboration in the team to ensure alignment with client expectations.
• Recruitment: Actively seek out high-quality candidates through diverse recruitment channels. Ensure that Brand Ambassador advertisements are professional and accurately reflect the role’s requirements. Conduct a structured interview process, reviewing applications and selecting candidates based on predetermined criteria to build a strong talent pool.
• Employment agreements: Coordinate the preparation of employment agreements in accordance with New Zealand employment standards. Develop a pay rates strategy that attracts and retains top talent while remaining within budget constraints, ensuring compliance with legal requirements and organisational policies.
• Training and development: Oversee the execution and ongoing assessment of the instore training process for Brand Ambassadors. This includes regular updates and developing training materials,conducting onboarding sessions, and implementing continuous sales training programs to enhance performance, confidence, and product knowledge among staff.
• Instore Safe in Store: Organise and facilitate the acquisition of necessary qualifications for staff, such as Safe Instore passes and food handling certifications. Ensure that all team members meet regulatory requirements to maintain safety and compliance during operations.
• Motivation and support: Provide support and mentorship to direct reports and key Brand Ambassadors. Manage conflicts effectively and conduct six-monthly performance reviews to assess individual contributions, set goals, and provide constructive feedback aimed at professional growth.
• Mystery shop program: Focus on our Mystery Shop Program to evaluate staff performance against brief requirements. Ensure that Brand Ambassadors represent the company professionally and achieve session Key Performance Indicators (KPIs), providing insights for improvement where necessary.
• Brand Ambassador availability: Conduct regular surveys to keep track of staff availability and preferences. Collaborate with Account Directors and the Operations Team to recommend suitable Brand Ambassadors for campaigns, ensuring optimal staffing levels and minimising rescheduled or cancelled instore sessions.
• Daily operations management: Oversee the daily management of the Operations Team, which includes creating and executing client schedules, managing project timelines, and coordinating tasks to achieve both client and business targets efficiently.
• On-Call roster management: Maintain an on-call roster to ensure that Brand Ambassadors have direct contact during all scheduled sessions, providing support and guidance as needed to address any issues that may arise.
• Lead by example: Demonstrate a proactive, can-do attitude that exceeds company expectations. Foster a culture of excellence and accountability within the team, encouraging innovation and initiative.
• Lead Financial management: Manage the annual budget, forecasting financial needs, and monitoring monthly costs. Manage fortnightly Brand Ambassador payroll. Present comprehensive budget overviews to the General Manager, highlighting areas of concern and opportunities for cost savings.
• Monthly performance reporting: Create and deliver detailed monthly Operations Performance reportsthat provide an overview of the Operations Team. Highlight existing challenges, recruitmentconcerns, regional staffing updates, scheduling details, and warehouse status to inform strategic decision-making.

Key Results & Deliverables (outputs):

• Inspire and motivate the Operations Team to achieve their best.
• Meet and exceed Mars United targets consistently.
• Maintain a top-tier Brand Ambassador team recognised as the best in the industry.
• Grow retention, loyalty, and commitment among Brand Ambassadors through effective engagement strategies.
• Drive continuous improvement of the Brand Ambassador Program in line with company standards and objectives.
• Ensure accountability for commitments, actions, and timelines across the team.
• Foster a positive and collaborative working environment that encourages teamwork and open communication.

Required knowledge skills and experience:

• A broad understanding of marketing fundamentals and how they apply to brand representation.
• Proven leadership and coordination abilities to manage diverse teams effectively.
• In-depth understanding of local HR law, with strong recruitment skills and experience.
• Competency in MS Office packages, particularly Excel, for scheduling, data analysis and reporting.
• Strong leadership, administration, time management, communication, and organisational skills.
• Excellent interpersonal skills with a focus on relationship-building and conflict resolution.
• Exceptional attention to detail to ensure high-quality outcomes.
• A key team player with a can-do attitude, and an energetic, relaxed, and youthful personalit

Additional information

What we can offer:

Publicis Groupe benefits: Be a part of the Publicis Groupe family, recent winner of the Employer of Choice Awards and one of the world's most progressive and dynamic modern communications businesses. You can learn more about us at www.publicisgroupeanz.com

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Enjoy all the perks that come with our network offering:

• A comprehensive Wholeself program supporting physical, mindful, and financial wellbeing.
• A creative, lively, and rewarding office environment where people love working with each other, supported by our Publicis Liberté flexibility approach — "working your way with us."
• Access to our Global AI Platform Marcel, connecting Publicis Groupe employees with opportunities for career mobility and collaboration across our global network.
• Extensive Learning & Development opportunities including more than 15,000 learning programs via our online learning platform, Marcel Classes.
• A culture of open feedback and support to reach your goals through our Career Conversations program.
• A committed Diversity, Equality, and Inclusion strategy driven through our Viva Women, Égalité, enABLE, EmbRACE, and Écologique committees.
• Leave benefits including Birthday Leave, Flexible Public Holidays, and an additional 5 days of leave after 2 years of service.
• Work Your World program enabling employees the flexibility to work from anywhere in the world for up to 6 weeks per year.
• Parental leave policy with up to 18 weeks based on tenure, paid primary carer leave, secondary carer swap, and Cub Care leave.
• Access to counsellors, psychologists, and professionals through Sonder, an all-in-one digital wellbeing technology platform designed to support psychological, medical & safety needs.
• A workplace that stands together to provide a more open, supportive, and recovery-forward culture for all employees with life-threatening illnesses. Read more about our Working With Cancer Pledge: https://workingwithcancerpledge.com/
• Proud partners of Diversity Council Australia, Pride in Diversity, Family Friendly Workplaces, Supply Nation, and the Australian Disability Network.

If you don't tick every box in this ad, please don't rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who share our values of inclusion, collaboration, adaptability, fearlessness, and integrity rather than ticking boxes — so if this role resonates with you, please apply.

Diversity. Inclusion. Equity. More than just words; these are part of our DNA. At Publicis Groupe, we are committed to the inclusion and recognition of all people regardless of race, age, culture, ability, ethnicity, gender identity or expression, sexual orientation, marital status, and religious affiliation. We believe that to deliver the best solutions to our clients, our people need to reflect the diverse communities in which our clients operate. We value diversity and the skills, knowledge, and experience that difference brings to our culture and solutions.

Uniqueness is powerful; without it, we wouldn't be where we are today. So be you — we like it that way.

We are committed to providing reasonable adjustments for people with disability or those that require additional support throughout the application process. If you need any assistance or adjustments, please contact us via recruitment@publicisgroupe.com; your personal information will be kept confidential.