Customer Experience Manager

Spotlight Retail Group (SRG); City of Melbourne; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work options

Profit-share scheme

Team discounts

Employee assistance program (EAP)

Gym discounts

Job summary

Spotlight Group Holdings is seeking a commercial, data‑driven Customer Experience Manager to cover a 12‑month parental leave contract across Spotlight, Anaconda, Mountain Designs and Harris Scarfe. You will own end‑to‑end customer journeys, drive optimization, and lead digital product enhancements across our eCommerce platforms.

Based in Melbourne with a hybrid work setup, you will collaborate with design, ecommerce and engineering teams in an Agile environment, delivering CRO programs and

Qualifications

• Evidence of delivering CX improvements across B2C/B2B e‑commerce.
• Experience with CRO, UX and analytics to boost conversions.
• Ability to prioritise backlogs in an Agile environment.
• Strong project and vendor management skills.
• Eligible to work unrestricted in Australia.

Responsibilities

• Define and prioritise the eCommerce backlog with design, ecommerce and engineering teams.
• Lead CRO initiatives across multiple websites to drive performance.
• Oversee UX programs to optimise discoverability and conversion.
• Translate user behaviour into actionable improvements using analytics.
• Ensure delivery of roadmap initiatives with clear handover on completion.

Skills

Product Ownership

CX Management

CRO

Agile Delivery

Data Analytics

Tools

Google Analytics

Jira

Job description

• Iconic Australian owned and operated global retail brand
• Max Term Contract 12 months
• Hybrid role with Competitive Salary + Super + Profit Share + Team Discounts
  

Spotlight Group Holdings is seeking a commercial, data-driven Customer Experience Manager to cover a 12-month parental leave contract. Operating across iconic Australian retail brands—Spotlight, Anaconda, Mountain Designs, and Harris Scarfe—you will act as the key business owner driving end-to-end customer journey optimisations, conversion improvements, and digital product enhancements across our eCommerce platforms.

Why Join Us?

At Spotlight Group Holdings, we foster a vibrant, team-oriented culture that champions innovation and fresh ideas. We don't just offer jobs; we offer significant career paths with outstanding benefits and a supportive environment where your leadership and contributions are truly valued.

• Work-Life Balance: Embrace flexibility with our hybrid work options.
• Rewarding Compensation: Enjoy a competitive salary + super + a fantastic profit-share scheme.
• Accelerated Career Growth: Benefit from excellent opportunities for career progression and personal development within a market-leading retail group.
• Exceptional Perks: Access generous team discounts across our iconic brands (Spotlight, Anaconda, Mountain Designs, Harris Scarfe), plus EAP and gym discounts.
• Collaborative & Fast-Paced Culture: Thrive in a genuinely exciting and dynamic business that celebrates initiative and creativity.
• Convenient Location: Our centrally located South Melbourne office is just steps from the South Melbourne Market.
  

What You'll Be Doing

• Product Ownership: Define and prioritise the eCommerce backlog, and partner with design, eCommerce, and engineering teams in an Agile environment.
• Conversion Rate Optimisation (CRO): Manage the CRO Lead, to deliver a program of continuous learning and improvement across multiple websites.
• UX & Performance: Oversee the UX program of work to deliver optimal eCommerce discoverability and conversion, and work with brand and digital teams to optimise user journeys.
• Data-Driven Insights: Utilise web analytics (e.g., Google Analytics) to monitor KPIs, translate user behaviour into actionable strategies, and measure roadmap impact.
• Program Continuity: Manage the delivery of planned roadmap initiatives and deliver clear handover documentation upon contract completion.
  

What We’re Looking For

• Proven track record as a Product Owner, CX Manager, or similar role in B2C/B2B eCommerce.
• Solid expertise in CRO techniques, UX principles, web analytics tools (Google Analytics), and Agile delivery tools (Jira).
• Excellent project and vendor management skills with the ability to manage multiple priorities simultaneously.
• Strong collaborative communication skills and a thrive-under-pace mindset.
• Unrestricted working rights in Australia.
  

Who We Are

Spotlight Group Holdings (SGH) is Australia's largest privately-owned and operated family business. Comprising the Spotlight Retail Group (Spotlight, Anaconda, Mountain Designs, and Harris Scarfe), the Spotlight Property Group, Spotlight Direct Investments, and the Spotlight Charitable Foundation, SGH is acknowledged as a market leader within the Australian retail space.

We're looking for talented, highly entrepreneurial individuals to join our growing team.

Ready to Make an Impact?

Important: You must have unrestricted working rights in Australia to be considered for this position. Only shortlisted candidates will be contacted.

No agency enquiries or applications please.