• Research and review customer feedback from various sources (e.g., Google Reviews, BBB, Medallia IVOC) to identify recognition and service improvement opportunities. • Prioritize, follow up, and ensure timely resolution of Customer Care cases, partnering with Service Providers to meet service level agreements (SLAs) and address escalations as needed. • Support store relationships with Service Providers and resolve escalations related to service or compliance. • Schedule, prepare, and conduct Partnership Reviews and regular check-ins with Service Providers to assess performance, ensure compliance, analyze metrics, and collaborate on improvement plans. • Support store teams in managing Service Provider relationships and escalations, collaborating with internal partners to address operational challenges. • Prospect, evaluate, and onboard new Service Providers—including orientation and follow-up during go-live. • Facilitate ongoing training and development for Service Providers on operational standards, compliance, and customer experience. • Execute comprehensive field oversight through regular job site and install inspections to ensure service quality.

• Deliver principals’ volume, share, and sales fundamental goals (merchandising, assortment, pricing, and shelving) at the lowest possible cost while maximizing company revenue through brokerage, commissions, bonuses, and contest earnings. • Communicate principals’ priorities to Retail Sales Managers, Sales Technology Managers (IT), Marketing Managers, Business Managers, and the retail selling organization to ensure in-store presence and business objectives are met. • Report directly to the General Manager or Team Leader, managing and participating in the development, design, and presentation of Acosta introduction to new principals. • Develop and maintain strong relationships with principals and customers, proactively communicating with key principals to foster collaboration and success. • Coordinate ongoing communication between General Managers and key principals and collaborate with Retail Sales Managers on major retail initiatives such as new product introductions, selling drives, and contests. • Coordinate principals’ market visits and key account calls, utilizing your knowledge of customer, market, and principal to successfully sell principals’ specific programs and initiatives. • Leverage insights from Senior Vice President, General Manager, Team Leaders, and Senior Business Managers to develop conceptual sales presentations that deliver principals’ objectives. • Provide feedback on the effectiveness of principals’ strategies, selling programs, and initiatives to both the principal and the General Manager, and offer suggestions on how to build organizational capacity and improve our business. • Maintain current account distribution information, review market pricing reports for accuracy and competitive activity, and collect and report all competitive activity. • Proactively manage your personal skill development plan and share customer/manufacturer information with team members to help build organizational capacity. • Ensure all client procedures and policies are followed, achieve client proprietary system expertise to manage promotional plans and fund balances, and monitor and take corrective action as necessary in financial management, such as deductions. • Perform other duties as assigned to support the overall success of the business.

• The Senior Wealth Enablement Manager drives frictionless service delivery across Wealth Management (WM) by partnering with advisors and client service staff to close skill gaps, champion process improvement, and lead adoption. • Design, build, and maintain a strategic learning curriculum for WM advisors and CS staff, including training materials, online resources, use-case playbooks, and AI prompt guides. • Translate complex platform enhancements, new products, and technology changes into clear, role-specific learning experiences that drive adoption. • Build and curate an AI content library covering generative AI tools, workflow automation, and practical advisor use cases (client communication, CRM summarization, meeting preparation). • Own all WM-facing training communications, MercerNet content, and webinar programs; track adoption and proficiency metrics and iterate curriculum based on outcomes data. • Design and deliver onboarding and ongoing learning for Advisor and CS new hires, acquisition employees, and employees new to firm, using multiple formats (live, virtual, self-paced modules) tailored to each audience. • Develop and deliver AI literacy and tool adoption training, including responsible use guidelines, compliance guardrails, and role-specific use-case frameworks. • Design checkpoints and success metrics to substantiate program effectiveness; report findings and recommendations to Enablement leadership and WM stakeholders. • Serve as subject matter expert and de facto "product owner" for assigned content areas, staying current and sharing knowledge proactively. • Serve as the voice of WM Teams identifying friction, gaps, and opportunities and bringing structured recommendations to leadership and cross-functional partners. • Partner with Technology, Product, and Compliance to evaluate, pilot, and govern technology solutions; ensure outputs are practical, compliant, and field ready before rollouts. • Lead business process improvement efforts, including identifying WM workflows suited for AI augmentation and partnering on scaled, phased deployment. • Champion AI thought leadership across Wealth Management, educating teams on new capabilities and surfacing practical opportunities to drive efficiency and elevate how the business operates. • Partner with M&A leadership to design and deliver training for acquired teams either remotely or in person ensuring alignment to Mercer Advisors’ platforms, standards, and culture. • Apply Mercer Advisors' AI capabilities to create a seamless integration journey for acquired firms, reducing friction and enabling teams to ramp quickly and contribute sooner. • Define and track training and adoption checkpoints across Mercer Advisors' systems and ecosystem, identify where additional support is needed, and drive continuous improvement throughout the integration.

• Provide strategic and operational leadership for The Salvation Army's Modern Slavery Services across Australia. • Lead a highly specialised portfolio at the intersection of modern slavery and family, domestic and sexual violence. • Ensure services are innovative, evidence-informed and centred on the needs of victim-survivors. • Work collaboratively across government, philanthropy, community sector and internal stakeholders. • Drive national consistency, strengthen service delivery and position The Salvation Army as a recognised leader. • Lead the operational management, governance and performance of all Modern Slavery programs nationally. • Oversee contracts, funding agreements, budgets, risk management and service compliance. • Identify and secure new funding opportunities that support innovation, sustainability and service growth. • Lead development and implementation of national practice frameworks, research and evaluation initiatives. • Foster high-performing, resilient teams with specialist expertise and lived experience. • Collaborate across The Salvation Army to influence national policy and advocacy outcomes.