GM Customer Experience & Loyalty
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 role
As our business continues to grow and evolve, we are looking for an exceptional customer-centric professional to lead our Customer Engagement & Loyalty team to drive commercial success and long-term customer value for Coles.
Reporting to the Chief Customer Officer, this individual will play a pivotal role in leading our engagement with customers through loyalty, relevant rewards, and personalised value as well as presenting the mass offering of promotions, category planning, and catalogue execution to deliver an easy, productive, and inspiring customer facing shopping experience. The successful candidate will be skilled at leveraging existing technology and Partners to deliver scalable personalised value for our customer. In turn, this role will be key to delivering on Coles Group’s ambition to increase identifiable customers and grow lifetime value through a reimagined loyalty experience.
About the team
Our teams are diverse, innovative and fast-paced. In this role you will lead a large, high performing team and establish a performance, creative, and customer centric culture to deliver outstanding results. You will be skilled at creating and communicating a compelling vision, performance objectives and culture to maintain high performance while driving change and enabling Coles Group to become Australia's most trusted retailer and grow long term shareholder value.
About you and your skills
We’re looking for candidates with:
· Extensive retail experience (10 years+) at a senior level in Digital, Commercial and/or Operational teams
· Proven track record of developing and executing successful loyalty strategies in a similar industry
· Exceptional strategic acumen and the ability to lead a dialogue at all levels to solve problems and inspire action
· Track record of leveraging new technologies and trends and designing digital experiences to enhance customer engagement and loyalty
· Strong analytical skills to interpret customer data and insights, drawing connections to bridge future customer behaviour, and driving decisions to enhance customer loyalty
· Experience in working collaboratively across the business to align on customer engagement goals with specific expertise in working across Commercial, Technology and Operations teams to deliver strategic customer programs
· Strong financial acumen including understanding of complex OPEX and CAPX budgeting, forecasting, and financial analysis related to marketing and customer engagement efforts
Take your next step into something bigger, apply now
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 our investment and celebrating your contributions is the norm. And because everyone leads unique lives, we offer flexible work, additional leave and parental leave entitlements.
We’re continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.
We’re happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the ‘Our Recruitment Process’ section of our careers site or email inclusionrecruitment@coles.com.au
Job ID: 116662
Employment Type: Full time