Customer Operations Lead

18 hours ago


Alexandria, Australia coles Full time
About Coles Group

We're a leading retailer in Australia, trusted by our customers since 1914. With over 120,000 team members and a portfolio of iconic brands, we've grown to become a top 30-listed company on the ASX.

Our Mission

We aim to make a difference in millions of Aussie lives while providing an exceptional customer experience. Our new Customer Fulfilment Centres (CFCs) in Melbourne and Sydney will redefine online grocery shopping, offering improved availability, freshness, and a seamless digital experience.

About the Role

The Customer Operations Lead - Spoke Management will lead and manage the success of our Spoke site in NSW, supporting our CFC operations. You'll be instrumental in executing our ecommerce KPIs for safety, customer experience, cost, fulfilment, and delivery.

Your Responsibilities
  • Lead a high-performance team to achieve operational excellence
  • Create and drive a high-performance culture and positive work environment
  • Oversee and drive a highly customer-focused culture across Spoke inbound, dispatch, dekit, and operations
  • Collaborate with CFC teams to achieve safe and optimal operational flow
  • Support department budgets and implement improvements to operational DILOs, processes, and safe working practices
About You

We're looking for a passionate and experienced leader to join our team. You'll need:

  • Demonstrated experience in leading and supervising large teams in fast-paced environments
  • Strong people leadership capabilities and ability to influence stakeholders
  • Ability to utilise key financial data and operational metrics to drive performance improvements
  • Experience in developing and delivering multi-mode communications and training programs
  • Ability to work within complex industrial relations frameworks
What We Offer

We offer a competitive salary of $140,000 - $160,000 per annum, depending on experience. You'll also enjoy a range of benefits, including professional development opportunities and a comprehensive rewards program.



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