Head of Ecom Fulfilment Operations Big W 1

**BIG W - What we're like
**At BIG W everyday’s a big day. For you, this could be the start of something big. There are over 18,000 of us in the biggest cities and the tiniest towns. And each of us has an important role to play to help make a real difference for families by providing real value, real solutions, and real care.

If you have a passion for designing and delivering great customer experiences; a desire to join BIG W's journey to become a purpose led digital retailer enabled by a great store network; and if you’re looking for a place to grow your career, we could be just for you

**The Role
**The Head of Ecom Fulfilment Operations brings the BIG W digital offer to life through the establishment of a leading fulfilment offer to give our customers greater choice and convenience when shopping online.

Key focus areas include:

- Lead the Ecom Store Operations team to ensure that the RUN aspects of ecommerce are executed effectively, including:

- Accelerate pick up, drive up & hub efficiency across the store network
- Work end to end to support the execution / implementation key digital initiatives of the Ecom BUILD strategy
- Day to day operation & performance tracking - incl backlog management, rostering
- Resolution / Escalation of issues leveraging existing store processes and standard store routine
- Training - embedding and continuous improvement
- Compliance & continuous improvement on key processes
- Partner to define, plan and implement in a store roadmap including processes, training and ongoing improvements.
- Partner cross functionally to ensure the fulfilment offerings support and enable the overall digital customer proposition, and are executed as intended across the national store network
- Understand key customer insights and issues, and look for ways to refine and continuously improve the fulfilment proposition
- Establish & develop the eCommerce Fulfilment Team as an agile and collaborative team, that adapts to change and is focused on the customer

**About You
- Experience in a senior eCommerce Fulfilment role, leading a large fulfilment service for a large multichannel retail business
- Experience developing and leading the approach for ‘pick up’ / ‘click and collect’ across a large store network
- Known and trusted business leader who understands how to partner in a fast paced environment, can identify and develop talent with clear development and succession plans in place
- Someone who delivers results through others and thinks ahead. Strong analytical thinking with the ability to interpret results, analyse and plan for the future with first class commercial negotiation
- Someone who is able to influence and positively engage with others, someone who leads with humility, curiosity, service and teamwork

**What's in it for you?
- Leading and bring the BIG W eCom Fulfillment offer to life with an opportunity to have impact for our customers, providing greater choice and convenience when shopping online
- Establish & develop the eCommerce Fulfilment Team, in a newly created opportunity
- Located in Bella Vista, with the flexibility to work in our Surry Hills Office and across our great store network.. We have great office facilities including free parking, on-site gym, sports courts, cafeteria, a metro store and exciting activities throughout the week
- Opportunity to collaborate with some of the brightest and best minds in Australia both across BIG W and Woolworths
- An exciting career - as our business grows, so do the opportunities for our people
- Flexibility and work-life balance practices that will help you thrive
- Having a career with us means you are joining one of LinkedIn’s Top 25 Companies Australia 2021 and we are recognised as a WGEA Employer of Choice for Gender Equality, Work180 Endorsed Employer for all women along with Australian Workplace Equality Index for LGBTQ workplace inclusion
- Ability to bring your whole self to work and access wellbeing benefits that centre on your mental, financial, social, physical and community health
- Team benefits include access to discounts in our supermarkets and liquor partners, novated leases, share purchase plans, reduced insurance products, entertainment, theme parks, cinemas, lifestyle and other attraction discounts

**Joining the Group
As part of the wider Woolworths Group, we care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage. We are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion and as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency.

As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real