Retail Operations Specialist

The Retail Operations Consultant plays a crucial role in the success of our Channel team. This dedicated support specialist works closely with over 300 retail outlets, providing vital assistance via phone and email to help them focus on growing sales from our products and services.

While this role is not field-based, it provides critical support to Business Development Managers as they provide insight and influence a network of franchisee retailers to improve their business performance. The Retail Operations Consultant applies a detailed understanding of internal ways of working, procedures, and knowledge of the fundamentals of our lotteries franchise system to help Business Development Managers and Retailers enhance their business performance.

Key Responsibilities:

• Collaborate closely with Business Development Managers by providing actionable insights and shared strategies that enhance their ability to influence retailer behavior, drive customer satisfaction, and improve revenue performance across their territory.
• Provide ad hoc support to retailers and internal teams who need assistance with materials or other requirements, to help them understand how it applies to their business.
• Regularly monitor fundamental competencies including but not limited to retailers completing training, retailer attendance at mandatory events, formal recordkeeping of outlet standards improvement plans, and supporting individual retailers as they remedy any non-compliance measures.
• Collaborate with other Retail Operations Consultants to identify common trends and operational issues that prevent retailers from focusing on their customers and revenue.
• Maintain effective communication channels with franchisees, while fostering alignment and collaboration with internal stakeholders across departments such as Warehouse and Distribution, Marketing, Training, Franchise Contract Management, and Contact Centre to achieve business goals.
• Foster collaboration by actively sharing best practices, operational insights, and success stories among franchisees through virtual platforms.
• Contribute to the continuous improvement of operational support processes through virtual feedback, suggestions, and cross-functional collaboration.

To be successful in this role, you will require:

• Preferred qualifications include prior experience in operations support or a related field.
• Familiarity with virtual support methods is a plus.
• Proficiency in compliance requirements, industry standards, and best practices within highly regulated industries is highly desirable.
• Effective virtual communication and interpersonal skills for building connections with franchisees, field consultants, and internal teams.
• Strong attention to detail, multitasking ability, and ability to meet deadlines.
• Exceptional problem-solving capabilities, adept at data analysis, trend identification, and proposing solutions.
• Proficiency in leveraging technology tools and systems, encompassing reporting dashboards and data analysis instruments.
• Customer-centric approach, demonstrating a commitment to helping franchisees build sustainable businesses.

Join our amazing team and discover the benefits of working with us

• Deliver extraordinary results while balancing work and life with our flexible work arrangement.
• Find your balance with a variety of leave types such as three days of TLC leave, purchased leave, and 18 weeks' parental leave for all new parents.
• A true sense of belonging: we're committed to Inclusion & Diversity with a range of initiatives such as our Gender Affirmation Support, employee inclusion networks, and diversity memberships and celebrations.
• Feel valued with experiences tailored to you - we'll always start from a 'yes'.
• Support your health and wellbeing with our comprehensive app to support you and your family's mental and physical health.
• Make positive impacts with opportunities to volunteer with our community partners - we'll also match fundraising efforts of our employees lending their support to registered charities.
• Ignite your potential with our dedicated learning and development platform with resources from leadership to technology to support your bright future.
• Maximise your home workspace with our home office reimbursement payment.

We're Australia's leading lottery company, with licences and approvals to operate in each Australian state and territory, except Western Australia.

Best known for delivering exciting games that deliver life-changing wins to our customers and making a meaningful difference in the community.

For more than a century, we've been supporting Australian communities through lottery taxes, donations, and partnerships. We play our role in making a better future by delivering winning moments every day to our people, our customers, retailers, partners, and our community.

We acknowledge the Traditional Custodians and First Peoples of Australia and their continuing connection with the lands on which our offices, retail outlets, and venues operate. Through our commitment to reconciliation, we can build a bright and inclusive future together, creating better outcomes for all Australians.