Group Product Manager - Customer Engagement Platform - Hawthorn East

We’ve been proudly serving Australian communities since 1914 and have grown to become a top 30-listed company on the ASX with a portfolio of iconic homegrown brands. At the heart of our continued success is over 115,000 team members working across the country, all contributing to bringing our customers smiles. You’ll not only get to see your work make a difference, you’ll be part of a team working together to help Australians eat and live better every day.

About the team

As the way we shop continues to evolve, our Digital team keeps us at the cutting edge. Driven by our innovative, inclusive, and forward-thinking culture, we’re constantly looking at ways to create differentiated, omni-channel experiences for our customers and build the next generation of digital retailing.

At Coles Group, our purpose is to help Australians eat and live better every day. As we continue to transform how we engage with millions of customers across digital and owned channels, we are investing in the next generation of our Customer Engagement Platform (CEP). 

We are seeking an experienced Group Product Manager – Customer Engagement Platform to lead this enterprise-wide transformation. 

About the Role 

This is a highly strategic leadership role within the Customer Experience function and a member of the senior leadership team. 

You will be the business owner of Coles’ Customer Experience Platform (CEP), responsible for modernising and evolving our legacy email and push notification ecosystem into a scalable, future-ready engagement platform. 

You will define the long-term strategy and vision, build and execute the transformation roadmap, and deliver a significant multi-year program of work. Once modernised, you will retain ownership of the platform, transitioning from transformation delivery into ongoing optimisation and BAU leadership. 

This role requires enterprise thinking, deep product leadership capability, and the ability to align cross-functional stakeholders to deliver meaningful customer and commercial outcomes. 

What You’ll Be Accountable For 

Platform Strategy & Vision 

• Define and own the long-term Customer Engagement Platform strategy, including content management strategy and channel evolution. 
• Establish the future-state customer engagement vision across email, push, and related owned channels. 
• Develop and maintain a multi-year product roadmap aligned to business growth objectives. 

Enterprise Platform Modernisation 

• Lead the transformation of Coles’ legacy email and push notification platforms. 
• Partner closely with Technology to deliver CEP enhancements and upstream integrations, including CEP’s integration into: 
• Customer Data Platform (CDP) 
• Consent Management Platform (CMP) 
• Offer Management systems 
• Ensure data ingestion, orchestration, and activation capabilities are fit-for-purpose and scalable. 

Operating Model & Governance 

• Define and implement the long-term operating model to support customer engagement at scale. 
• Establish platform governance, prioritisation frameworks, and performance metrics. 
• Embed strong product management discipline and delivery rigor. 

Leadership & Change Management 

• Lead and uplift the Growth team and broader stakeholders through significant change. 
• Drive capability uplift across customer engagement, personalisation, and platform usage. 
• Build alignment across Marketing, Digital, Technology, Data, and Commercial teams. 

Ongoing Ownership 

• Transition the platform from transformation into sustainable BAU operations. 
• Own performance, optimisation, vendor management, and future capability expansion. 

About You 

You are an enterprise product leader with a track record of owning and transforming complex platforms. 

You bring

• Deep expertise in customer engagement platforms, martech ecosystems, and CRM technologies. 
• Proven experience leading large-scale platform transformations. 
• Strong commercial acumen and ability to link platform strategy to growth outcomes. 
• Extensive experience in product leadership at Group Product Manager or equivalent level. 
• Experience partnering with Technology and Data teams in complex enterprise environments. 
• Demonstrated success leading change across cross-functional teams. 
• The ability to operate at both strategic and delivery depth. 
• Retail or high-scale customer businesses experience is highly regarded.

*Applications close 31st March at midnight

What’s in it for you?

• Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.
• Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
• Discounts: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.
• Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform ‘mythanks’. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
• Opportunities for learning and development: No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
• Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
• Investment in your future: Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.

About the recruitment process

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: 179761

Employment Type: Full time

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