ABOUT THE ROLE

Your leadership, strategic vision, and operational expertise will be instrumental in driving consistency, exceptional customer experiences, and profitability. Additionally, you will Provide strategic leadership and fostering alignment with company objectives and values. You will lead the development of processes that can ensure effective team leadership and collaboration while developing a culture of accountability, innovation, and continuous improvement.

Through the implementation and management of key performance indicators (KPIs) you will analyse operational data and make informed decisions to drive improvements. This role will see you contributing to the development of business strategies, expansion plans, and new market entry strategies using key operational insights to assist decision making.

Travel between Australia and the United States may be required.

Minimum Qualifications / Skills:

Experience in warehousing and logistics within a small to medium business environment

Experience in business operations including but not limited to development of policies and procedures, system administration, payment processes.

Knowledge of documentation, policies, and procedures retail and e-commerce operations

Leadership and team management experience

Process development and improvement

Experience in warehousing, logistics and supply chain management

Experience managing customer service and experience functions within a retail environment.

Roles and Responsibilities

Business Operations

Develop and maintain best practice documentation, policies, and procedures related to retail operations, systems administration, external partners, and governance.

Manage relationships with third-party e-commerce platforms and service providers, including payment processors, shipping carriers, and technology vendors, to ensure seamless integration and optimal performance.

Develop and maintain documentation, policies, and procedures for both retail and e-commerce operations, including standard operating procedures (SOPs), training materials, and compliance guidelines.

Collaborate with finance and accounting teams to manage e-commerce revenue recognition, reconciliation, and financial reporting processes, ensuring accuracy and compliance with accounting standards.

Foster strong relationships with suppliers, retailers, and partners to ensure an optimised network operation.

Negotiate contracts and terms to secure favourable pricing, terms, and service agreements.

Collaborate with internal teams to optimise supply chain processes and inventory management.

Manage all aspects of company facilities with senior leadership. Ensuring the functionality, safety and efficiency of all locations owned or operated by the company. This includes project management of new and existing locations, OH&S, lease negotiations and utilities and insurance process management alongside senior management.

Systems Optimisation and Management

Manage all aspects and maintenance of ERP systems, particularly Netsuite, to streamline retail business operations and financial management.

Develop and implement robust processes and workflows within ERP systems to support retail business operations, including Sales Order and Invoice Management, Order fulfilments, Return Authorisations, Credit Memos to assist in optimising financial reporting.

Analyse business processes and identify areas for improvement, efficiency gains, and automation opportunities across all company platforms.

Provide training and support to end-users on ERP system functionality, best practices, and troubleshooting techniques.

Monitor system performance, data accuracy, and user adoption metrics to identify opportunities for optimisation and improvement.

Work closely with senior management to align ERP system strategies with business goals and objectives.

Manage and improve on system integrations, particularly Celigo, to ensure seamless data flow between various business applications and platforms.

Collaborate with cross-functional teams to gather requirements and design solutions that leverage ERP capabilities effectively.

Implement measures to ensure data security and compliance with relevant regulations, such as the Australian Privacy Act

Retail & eComm Operations

Oversee the daily operations across retail, eCommerce, fulfilment, customer service, and business operations.

Implement strategies to improve operational efficiency and reduce costs, such as process automation, resource optimisation, and lean management techniques.

Continuously seek opportunities to improve efficiency, productivity, and customer satisfaction in retail and ecommerce operations

Implement Processes for Finance Management of Sales Orders, Customer Returns and Credit Memo Handling

Implement Service Level Agreements (SLAs) with Delivery Partners and Warehousing providers to ensure timely and efficient delivery of products to customers.

Implement customer service protocols and standards for both retail and ecommerce channels, including response times, issue resolution procedures, and customer satisfaction metrics/initiatives.

Develop and implement processes for the management of damaged inventory post-customer delivery, including procedures for returns, replacements, and inventory reconciliation.

Collaborate with the marketing team to support promotional campaigns across both retail and ecommerce channels.

Analyse trends in damaged inventory and collaborate with relevant stakeholders to identify root causes and implement preventive measures.

Implement processes for the management of retail collateral, such as swatches, including, distribution, return on investment and replenishment strategies.

Manage customer information effectively within CRM systems, including data entry, segmentation, and analysis to support targeted marketing and sales efforts

Analyse sales data with broader team to identify and support opportunities for cross-selling, upselling, and customer retention initiatives.

Warehousing, Fulfillment and Logistics

Manage and oversee all aspects relating to Inventory flow into Warehouse facilities and develop processes to ensure timely and efficient use of resources.

Negotiate and implement partnerships to improve WH partner participation and set/manage KPI’s to measure performance.

Oversee the strategy and logistics of item fulfilment, product delivery and returns for both retail and ecommerce sales ensuring accuracy, timeliness, and cost-effectiveness.