CX Operations Manager

Bunnings Group Limited (AU); Victoria; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Team discount at Bunnings and Wesfarm­

OnePass membership

Exclusive team member benefits

12 weeks paid parental leave

Festive gifts and cafe discounts

Traveling store opportunities

Job summary

Bunnings Group is seeking a CX Operations Manager to lead the CX Enablement team, owning governance, performance and continuous improvement of customer-facing capabilities. You will work across CX, Technology and operations to ensure platforms and processes meet customer and team needs.

You will connect insights to practical improvements, lead people, and shape a pipeline of continuous improvements with Product, Design and Technology partners. This role reports into CX Enablement.

Qualifications

• Experience in CX operations and governance.
• Proven leadership of cross-functional teams.
• Strong data-driven decision making and problem solving.
• CRM, service management, and process improvement experience.
• Experience with governance and operating models.

Responsibilities

• Shape practical governance and operating rhythms that create clarity and accountability.
• Oversee the operational health and performance of customer-facing capabilities, including CRM.
• Strengthen service management, support and escalation practices so issues are resolved effectively.
• Use customer, adoption, utilisation and performance insights to identify opportunities for improvement.
• Get to the root cause of recurring challenges and turn insights into sustainable solutions.
• Build and prioritise a continuous improvement pipeline alongside Product, Design and Technology teams.
• Track whether CX initiatives are delivering the customer, productivity and business outcomes expected.
• Lead and develop a small team while building strong partnerships across Customer, Commercial, Technology and Operations.

Skills

CX operations

Operational leadership

CRM

Service management

Process improvement

Business transformation

Governance

Operating models

Stakeholder engagement

Communication

Data analysis

People leadership

Retail/Omnichannel

Lean / Six Sigma

Tools

Salesforce

Job description

Join us and experience Bunnings from the other side of the counter! What’s in it for you when you’re part of our team:

• Team discount at Bunnings and other Wesfarmers brands including Kmart, Target and Officeworks to name a few
• Free standard OnePass membership
• Access to over 100+ exclusive team member benefits across health, shopping, travel and stay, wealth, work and leave
• 12 weeks paid parental leave, regardless of gender
• Fun stuff like annual festive gifts, discounted food and drinks at our Bunnings Cafe, and travelling store team member opportunities

We’re genuinely invested in your career and no matter where you start with us, that pathway is yours to build.

About the role

As our CX Operations Manager, you’ll join the CX Enablement team and take ownership of the operational performance, governance and continuous improvement of customer-facing capabilities.

Working across CX, Technology and operational teams, you’ll help ensure our platforms, processes and ways of working continue to meet the needs of our customers and team.

In this role you will have plenty of variety and influence. You’ll connect operational insights and performance data with real customer and team outcomes, turning what you learn into practical improvements.

You’ll bring together people, processes, technology and insights to keep our CX capabilities performing at their best.

What’s involved

• Shape practical governance and operating rhythms that create clarity and accountability
• Oversee the operational health and performance of customer-facing capabilities, including CRM
• Strengthen service management, support and escalation practices so issues are resolved effectively
• Use customer, adoption, utilisation and performance insights to identify opportunities for improvement
• Get to the root cause of recurring challenges and turn insights into sustainable solutions
• Build and prioritise a continuous improvement pipeline alongside Product, Design and Technology teams
• Track whether CX initiatives are delivering the customer, productivity and business outcomes expected
• Improve knowledge, support practices and capability maturity across the business
• Lead and develop a small team while building strong partnerships across Customer, Commercial, Technology and Operations

Who we’re looking for:

• You’re someone who enjoys connecting the dots between customer experiences, technology and operational performance.
• You’re curious about why things happen, comfortable getting into the data, and focused on finding practical solutions that make things simpler and better.
• You can navigate competing priorities, influence decisions with evidence and keep things moving even when there isn’t an obvious answer.
• As a people leader, you create an environment where team members can contribute, learn and take ownership.
• You’ll need Demonstrated experience across areas such as CX operations, operational leadership, CRM, service management, process improvement or business transformation.
• Experience developing governance and effective operating models.
• Strong continuous improvement and structured problem-solving capability.
• Experience working with CRM platforms, Salesforce is desirable.
• Experience using performance, adoption, utilisation and customer measures to guide decisions.
• Demonstrated people leadership and team development experience.
• Strong stakeholder engagement, communication and influencing skills.
• A sound understanding of customer-facing processes and how operational performance affects the customer experience.
• Experience in retail, omnichannel or contact centre environments would be valuable.
• Lean, Six Sigma, continuous improvement, benefits realisation or service management experience would also be advantageous.

You’ll be part of a workplace where you’ll feel like you belong.

We love the diversity across our teams, brought together in an inclusive culture guided by our values.

We welcome applications from individuals of all ages, cultural backgrounds, abilities, sexual orientations, and gender identities.

We strongly encourage Aboriginal and Torres Strait Islander peoples to apply and join us in shaping a workplace that celebrates First Nations voices, perspectives, and contributions.

Please note, you must be age 15 or over to apply for a role at Bunnings.

We’re all about fairness at Bunnings, and our team’s here to support you every step of the way.

If you need any adjustments, just let us know - we’re here to help.

If you’ve got the experience, skills, and drive to grow - but don’t quite nail every part of the job description - we still want to hear from you.

For support, contact us at [e-mail].

Bunnings reserves the right to close job advertisements at any time.

We do not accept unsolicited resumes from recruitment agencies, as we have a dedicated internal Talent Acquisition team managing all hiring processes.

About Us

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand.

We’re proud to support project builders, commercial tradespeople and the housing industry through our network of stores, trade centres, frame and truss sites and online.

At Bunnings, our purpose is simple: we’re here to inspire people to have a red hot go! Whether that’s backing our team to grow, supporting customers to take on new projects, or helping communities make a real difference.

By joining our passionate and diverse team, you will be part of a culture that encourages you to roll up your sleeves and build something great together.

Please note if you are offered a role with us, background checks may be required. This can include police, employment, medical and qualification checks. If a police check search returns a criminal record, Bunnings will assess whether the record impacts your ability to perform the key requirements of the role.

We are the leading retailer of home improvement and outdoor living products in Australia and New Zealand, and a major supplier to project builders, commercial tradespeople and the housing industry.

Our ambition is to provide our customers with the widest range of home improvement products in accordance with our lowest prices policy, backed with the best service.

Our Team Members are the soul of our business, and bring this vision to life everyday in our stores throughout Australia and New Zealand.

We’re building the best ... our team makes it happen.

At Bunnings, we believe a diverse team creates the best mix of perspectives which helps us innovate and make better decisions.

We want our team to have diverse thinking, perspectives, backgrounds and education, which supports us in representing the local communities we serve and so our team can bring their whole self to work.

A diverse and inclusive team makes everyone feel valued, respected and connected at work.

We’re committed to creating a safe and supportive work environment for all team members regardless of age, disability, gender identity, sexual orientation, race, ethnicity or background.