Customer Experience Manager

Spotlight Careers; City of Melbourne; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Team discounts

Profit sharing

Superannuation

Job summary

Spotlight Group Holdings is seeking a Customer Experience Manager for a 12-month parental leave contract, hybrid in Melbourne. You will own the end-to-end customer journey, drive CRO improvements, and lead digital product enhancements across Spotlight, Anaconda, Mountain Designs, and Harris Scarfe's eCommerce platforms.

Bring a data-driven mindset to monitor KPIs with Google Analytics, define backlog priorities with design and engineering, and collaborate across teams in an Agile environment.

Qualifications

• Proven track record in CX/PO roles for eCommerce.
• Strong CRO, UX, and analytics knowledge.
• Excellent project and vendor management skills.
• Able to manage multiple priorities in a fast-paced environment.
• Eligible to work in Australia.

Responsibilities

• Define and prioritise the eCommerce backlog with cross-functional teams.
• Lead the CRO program across multiple websites to improve conversions.
• Oversee the UX program to optimise discoverability and user journeys.
• Use web analytics to translate data into actionable roadmap decisions.
• Maintain continuity and deliver handover documentation on contract completion.

Skills

Product Owner

CX Manager

CRO techniques

UX principles

Web Analytics

Agile delivery

Vendor management

Stakeholder collaboration

Tools

Google Analytics

Jira

Job description

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.