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eCommerce Operations Manager

1 month ago

North Melbourne, Australia Country Road Group Full time

Country Road Group (CRG) is embarking on transformation to position itself for growth, leveraging our scale, capabilities and culture as a House of Brands. We are investing in new and existing capabilities and have a number of exciting opportunities available.

The eCommerce Operations Manager will be responsible for leading and managing the day-to-day eCommerce operations across all CRG brands to drive operational efficiency and effectiveness, and delivery of a best-in-class online customer experience.

The role will be responsible for the timely and accurate implementation of product content, promotions, merchandising, and digital stock management across brand and third-party platforms. 

Supporting the strategic development and leading operational execution of best-in-class Post Purchase Online Customer Experience (PP CX) across all CRG Brands, the role will also be responsible for the success of, and leading the coordination and delivery of, all operational activities that pertain to, post-purchase support operations.   

The eCommerce Operations Manager will lead and mentor the eCommerce Operations team to ensure operational best practices are in place for all brand eCommerce platforms. 

The role will also be responsible, through the eCommerce Operations team, providing overflow support – across a range of tasks and disciplines – to eCommerce Managers in driving success in both commercial trade and eCommerce projects/ initiatives.

Key Accountabilities 

  • Oversee eCommerce operations to ensure accurate merchandising and timely content delivery across brand and third-party websites.
  • Identify marketplace issues and opportunities – working work with Head of eCommerce maximising operational efficiency and commercial success. 
  • Collaborate with Buyers, Marketing, and Digital Product Teams to align digital merchandising, content, and eCommerce projects with brand strategies and launch plans.
  • Act as the key conduit for business and IT teams in break-fix support and ongoing development of the brand sites, relating to operational functions (such as product uploads and merchandising).  
  • Enhance online customer propositions and post-purchase elements, including delivery, gifting, and personalisation. Optimise in-store fulfillment programs like Click & Collect and Same Day Delivery to exceed customer expectations and online KPIs. Improve Online NPS – Support delivery of initiatives that reduce fulfilment times, bypass and alleviate post-purchase friction points. 
  • Embrace uncertainty and change while facilitating and enabling strategic change with clarity, empathy and optimism 
  • Create & foster an inclusive environment where all team members can thrive and feel included, respected and safe. Set clear expectations of behaviour and hold self and others accountable

Key Capabilities 

  • Experience leading eCommerce/ digital operations to achieve online success of an omni-channel retailer
  • Experience managing online product content and merchandising on a large retailer’s website (preferably within fashion retail). 
  • High level experience overseeing/managing operational eCommerce activities that pertain to site content and merchandising, promotional execution, and digital stock management.  
  • Experience leading a team within an eCommerce environment
  • Experience developing, documenting and leading complex eCommerce workflows and operations, within a large and complex eCommerce website 
  • Experience with dedicated Online CX and post-purchase CX responsibilities.   

Why work for CRG? 

The Country Road Group is one of Australasia’s largest Lifestyle Brand Houses comprising of iconic brands such as Country Road, POLITIX, Trenery, Witchery and MIMCO. Here are some of the great things we offer: 

  • Generous employee discounts across our House of Brands
  • Seasonal clothing allowance
  • An additional day of leave for your birthday
  • An Industry leading Parental Leave Program
  • Flexible working arrangements to support work/life balance
  • Annual learning calendar to support the ongoing development of our team
  • Support community partnerships across our Corporate Social Responsibility Program
  • We are committed to operating ethically, sustainably, and responsibly. 

About CRG

Country Road Group is Australia's largest Lifestyle Brand Houses comprising of iconic brands including Country Road, POLITIX, Trenery, Witchery and MIMCO. Our Values include being Customer Obsessed, Collaborative, Inspirational, Responsible and Dedicated to Quality. We are looking for highly motivated and passionate individuals to be part of the Group’s evolution and support each brand to realise their full potential.

Country Road Group is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application to assist you through the recruitment process