Digital and Service Leader

Big W; Gladstone Regional; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Team discounts across Woolworths Group

Career development opportunities

Flexible work arrangements

Job summary

Big W in Queensland seeks a Digital and Service Leader to oversee digital experience in fulfilment and provide a seamless checkout experience both online and in-store.

You will drive online order fulfilment, ensure outstanding customer service, and manage returns and budgets while leading a team through change with clear communication.

Qualifications

• Uses data and insights to drive decisions rather than intuition.
• Strong planning capability with structured processes and routines.
• Willingness to work a flexible roster including evenings and late nights.

Responsibilities

• Plan and implement online order fulfilment across Direct to boot, Layby and E-layby.
• Deliver great customer service and quick checkouts at the Service Desk and Front End (including Customer Greeter).
• Handle in-store and online returns in line with the returns policy.
• Oversee sales and budgets with an always-on approach to improvement.
• Engage and communicate with your team through change, explaining the why, not just the what.
• Influence peers to ensure structured processes and routines.

Skills

Data-driven decision making

Planning & processes

Flexible roster

Job description

• Attractive team benefits, stability and career pathways
• Work with a team that supports growth and career development
• Full time permanent opportunity available

What we’re like

At BIG W everyday’s a big day. For you, this could be the start of something big.There are over 15,000 of us, in the biggest cities and the tiniest towns. And each of us has an important role to play to help make a real difference for families by providing real value, real solutions and real care.

If you have a passion for designing and delivering great customer and team experiences, a desire to join a business that is rapidly evolving into a purpose led digital retailer enabled by a great store network, and you’re looking for a place that cares about your development and growth, you could be who we’re looking for.

About the role

The Digital and Service Leader supports the delivery of digital experience through fulfilment and a quick, easy and seamless checkout experience digitally and instore.

What you’ll do

• Plan and implement online order fulfilment across: Direct to boot, Layby and E-layby
• The delivery of great customer service and quick and easy checkouts at the Service Desk and Front End (including Customer Greeter)
• Instore and online returns - in line with the returns policy
• Sales and Budgets - always on approach to reviewing and planning ways to improve
• Engage and communicate with your team through change, explaining the why, not just the what
• Influence horizontally across peers in order to ensure structured processes and routines

What you’ll bring

We are looking for a purpose led leader that ensures care and belonging are at the forefront of every decision you make for the team, customer and community. You work with agility and are adaptable to change as we continue on our rapid transformational journey.

• You use data & insights to drive decision making not intuition or gut feel on Team, Customer and Performance metrics
• You have strong planning capability and the ability to embed structured processes and routine
• Availability to work a flexible roster which may include evenings and late nights across the 7 days of the week

What you’ll experience

We embrace diversity of thought and love to take on challenges with a pragmatic and innovative approach. Our culture thrives on mutual respect, care, curiosity, openness, and a proactive attitude. We continually seek ways to pair, collaborate, support, and learn from each other as a team!

• Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work
• A global business with endless career possibilities around every corner and across every discipline - with valuable exposure to a vast and exciting business network
• Parental Leave provisions and various leave types, including but not limited to Study Leave and Sports Representation Leave
• We value flexibility and will consider part time, job share or other flexible options to enable these roles to meet your work/life commitments

Endless possibilities with Woolworths Group

We’re a proud part of the Woolworths Group – 200,000+ bright minds, passionate hearts and unique perspectives working together connected by a shared Purpose – ‘to create better experiences together for a better tomorrow.

Here you’ll be supported and empowered to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week. Backed by a culture of genuine care, a flexible approach to work and the support to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

Everyone belongs Woolworths Group

We believe that diversity, equity, inclusion and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, our customers and our communities, and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best self and reach their full potential.