Senior Strategy Manager - Customer Experience - 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.

Permanent, full time position
Must be Melbourne based

At Coles Group, you’ll be part of a business that’s shaping the future of retail in Australia. As we continue to evolve our Customer Experience (CX) and Digital strategy, we’ve created a new opportunity for a Senior Strategy Manager to play a pivotal role in defining and delivering the next phase of our customer-led transformation.

About the role

This is a high-impact, enterprise-facing role sitting within the Customer & Digital Strategy and Delivery team, where you will help shape how millions of Australians experience Coles across digital, in-store, and omnichannel environments.

You will work closely with senior leaders across the organisation to develop strategy, influence decision-making, and translate insights into actionable initiatives that drive meaningful customer and commercial outcomes.

What you’ll be doing

• Support the development and articulation of the enterprise-wide Customer Experience (CX) and Digital strategy, identifying key priorities and growth opportunities
• Act as a trusted strategic partner to senior stakeholders, applying structured problem solving and clear communication to progress critical initiatives
• Bring external perspectives and industry best practices, translating leading-edge thinking into actionable opportunities across digital, omnichannel, and in-store experiences
• Help shape and communicate the AI and agentification narrative within commerce and the broader workforce, ensuring alignment with CX strategy
• Develop high-quality board-level materials and executive communications to support strategic decisions
• Collaborate across a broad stakeholder group including Customer Experience Leadership Team, Group Strategy, Finance, Operations, Technology, and Commercial teams
• Contribute to a high-performing strategy team, supporting capability uplift, knowledge sharing, and strong engagement across the business

About you

You are a structured thinker with a strong strategy toolkit and a track record of solving complex problems in dynamic environments. You’re equally comfortable in the detail and in the boardroom, with the ability to influence and align senior stakeholders.

You’ll bring

• 8+ years’ experience post degree
• Background in strategy consulting (highly regarded), or experience in investment banking, private equity, corporate development, or product management
• Strong analytical and hypothesis-led problem-solving capability
• Experience creating and delivering executive and board-level presentations
• Exposure to digital, product, or portfolio management (preferred)
• Experience supporting or leading digital and/or Agile transformation initiatives
• Demonstrated ability to lead, mentor, and develop high-performing teams
• Strong financial acumen, including experience with financial modelling
• Excellent communication skills, with the ability to translate complex insights into clear, compelling narratives

Qualifications

• Bachelor’s degree in Commerce, Finance, Engineering or similar
• MBA or equivalent postgraduate qualification (advantageous)

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: 185323

Employment Type: Full time

#LI-OR1