eCommerce Leader

About the Company

BIG W is part of the Woolworths Group, a leading retailer with over 15,000 team members across major cities and regional towns. The company is focused on providing real value and solutions for families with a purpose-led digital retail approach supported by a strong store network.

Role Overview

The eCommerce Leader plays a vital role in enhancing the digital customer journey, focusing on smooth order fulfilment and a seamless checkout experience. This position demands effective leadership to deliver excellent customer experiences and meet operational targets.

Work Schedule

• Various roster options include shifts such as Monday-Friday 10:15 AM to 7:15 AM, Tuesday-Saturday 7:00 AM to 4:00 PM, Wednesday-Sunday 8:00 AM to 5:00 PM, and Tuesday-Friday 7:00 AM to 6:00 PM.

Key Responsibilities

• Ensure consistently outstanding customer experiences daily.
• Lead and manage team activities including rostering, leave management, succession planning, training, development, and recruitment.
• Build and maintain respectful and positive relationships with the community served.
• Handle customer feedback professionally, addressing compliments and complaints.
• Plan and execute efficient online order fulfilment processes to meet service level agreements (SLAs) for order dispatch.
• Oversee sales performance and budget management.

Candidate Profile

• A purpose-driven leader who prioritizes care and inclusion for the team, customers, and community.
• Demonstrates agility and adaptability during rapid organizational changes.
• Uses data and insights to guide decisions related to team management, customer satisfaction, and performance metrics.
• Exhibits creativity combined with attention to detail and strong planning skills, incorporating structured processes and routines.
• Available for flexible shifts, including evenings and late nights across all seven days.

Culture and Benefits

• The company embraces diversity of thought and values mutual respect, care, curiosity, openness, and proactive attitudes.
• Offers team discounts across Woolworths Group brands and a rewarding program that recognizes purpose-driven contributions.
• Provides access to Sonder, a service offering confidential 24/7 personalized financial, medical, safety, psychological, and physical support for employees and their families.
• Supports flexible work arrangements such as part-time and job sharing to accommodate work-life balance.
• As part of a large global business, employees have access to diverse career opportunities across multiple disciplines within an extensive business network.

Diversity and Inclusion

The Woolworths Group is committed to fostering a truly inclusive workplace that values diversity, equity, inclusion, and belonging. Teams with varied backgrounds enhance innovation and problem-solving, enabling all employees to feel they belong and can reach their full potential. Candidates are encouraged to disclose any required adjustments for the recruitment process.