Head of Customer Behaviour

6 days ago

Hawthorn East, Australia Coles Supermarkets Full time

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact.

**About the team**:
Marketing powers one of Australia’s biggest brands. Our team connects us with millions of Aussies each week. Whether it’s through engaging content, omnichannel storytelling or thunderclap advertising that reaches 98% of Aussies, we connect in many ways.

***
**About the role**:
An opportunity for a Head of Customer Behaviour has arisen within our passionate and energetic Customer Insights team. Joining us at an exciting time of change, you’ll define and embed Customer Obsession by delivering a thorough understanding of the customer, translating behaviour and needs into insights to support, develop, and execute key business initiatives.

***
**What you’ll be doing**:
Reporting to our General Manager of Customer Insights, you’ll be empowered to develop the customer advocacy and growth strategy to embed customer obsession into all business decision making and strategic growth initiatives.

**You’ll also**:

- Be accountable for the Voice of Customer (VOC) program
- Take ownership of the Market Experience Tracker (MET)
- Take ownership of Tell Coles across the Coles Group
- Develop customer journeys and experiences to identify opportunities and influence change
- Collaborate and influence with the GM and ELT community
- Lead, motivate, and develop a team of 2 direct and 7 indirect reports.

**What you bring**:
Tertiary qualified in Marketing/Business/Research, you’re a stakeholder management superstar who can influence, drive change, and roll out initiatives within a large complex environment.

Coming from a consumer research, strategy, finance, or analytics background, you use data to make informed commercial and operational decisions and are a CX / VOC expert.

Knowledgeable around research processes and survey design you’ve ideally worked in an operational function within a retailer / fmcg, or a large fast moving and complex environment.

***
**You’ll also need**:

- Ability to collaborate effectively
- Strong analytical skills coupled with ability to synthesise complex data in digestible way
- Ability to inspire and motivate a team to high performance.

With us it’s not about the discounts (although you do get those), it’s about joining a team where your wellbeing and professional development is invested in and celebrating your contributions is the norm. And because everyone leads unique lives, we offer flexible work including work from home, additional leave and parental leave entitlements.

Job ID: 83224

Employment Type: Full time

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