eCommerce Operations Team Leader

Spotlight; City of Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Profit Share

Team Member Discounts

Hybrid working

Gym Membership Discounts

Employee Assistance Program (EAP)

Job summary

Spotlight Group Holdings is seeking an eCommerce Operations Team Leader to connect our online promise with real-world delivery in a fast-paced, hybrid role from our South Melbourne office.

You will lead a small team of Ecommerce Operations Administrators, own the end-to-end fulfillment journey, engage with senior stakeholders, and drive process improvements to scale our digital business for millions of customers.

Qualifications

• 2+ years hands-on experience in eCommerce Operations, Online Fulfillment, or similar logistics-focused role.
• Experience leading and mentoring a small team in a fast-paced retail or logistics environment.
• Strong understanding of order fulfillment, inventory management, and customer service processes.

Responsibilities

• Lead a high-performing team of Ecommerce Operations Administrators, fostering excellence and continuous improvement.
• Oversee and optimize every step of the order fulfillment journey from picking to shipping.
• Own complex online order inquiries and escalations to deliver delightful customer service experiences.
• Proactively identify bottlenecks and drive continuous process improvements to scale the digital business.
• Collaborate with store teams, shared services, and senior stakeholders to ensure seamless end-to-end operations.
• Prepare, monitor, and present KPI reports to senior leaders to inform strategy.

Skills

Team Leadership

Data Analysis

Process Improvement

Stakeholder Management

Customer Experience

Job description

• Iconic Australian owned global retail business
• Salary + Profit Share, South Melbourne location, Member Discounts & more!
• Hybrid role in a vibrant team where we embrace pace, encourage new ideas & leadership

Spotlight Group Holdings (SGH) is more than just a retail giant—we're a dynamic, family-owned Australian success story comprising iconic brands like Spotlight, Anaconda and Harris Scarfe. As market leaders in the Australian retail space, we're growing our highly entrepreneurial team, and we need a hands‑on, inspiring leader to optimize our digital customer journey.

This is a high-impact, hybrid role where you'll embrace a fast-paced environment, drive process improvements, and truly own the digital fulfillment experience for millions of customers. If you thrive on pace, embrace new ideas, and are ready to step up, this is your chance to make a real mark on one of Australia's largest retailers.

What You'll Be Doing

As the eCommerce Operations Team Leader, you will be the linchpin connecting our online promise to real-world delivery. Your day-to-day will be dynamic, challenging, and rewarding:

• Lead a High-Performing Team: Inspire, coach, and mentor your team of Ecommerce Operations Administrators, fostering a culture of excellence, ownership, and continuous improvement.
• Master the Fulfillment Journey: Oversee and optimize every step of the order fulfillment process—from picking and packing to timely shipping—ensuring exceptional speed and accuracy.
• Champion the Customer: Take ownership of complex online order inquiries and escalations, turning potential pain points into delightful customer service experiences.
• Drive Efficiency: Proactively identify bottlenecks and lead continuous process improvement initiatives to boost operational efficiency and scale our digital business.
• Strategic Collaboration: Build strong working relationships with store teams, shared services, and key senior stakeholders to ensure seamless end-to-end operations.
• Data-Driven Decisions: Prepare, monitor, and present KPI reports to senior leaders, using data to inform strategy and identify critical areas for optimization.

What You'll Bring

You're a proactive, solution-oriented leader with a genuine passion for retail operations and the digital customer experience.

• Proven Experience: At least 2+ years of hands‑on experience in eCommerce Operations, Online Fulfillment, or a similar logistics-focused role.
• Leadership Credibility: Prior, demonstrable experience managing and mentoring a small team, ideally within a fast‑paced retail or logistics environment.
• Operational Know-How: Strong practical understanding of order fulfillment, inventory management, and best-practice customer service processes.
• Problem‑Solver: Excellent analytical skills, with a proven ability to solve complex operational challenges efficiently and effectively.
• Communication Power: Exceptional interpersonal skills and the ability to manage diverse stakeholders, drive outcomes, and clearly present data.

Why Spotlight Retail Group?

We pride ourselves on offering more than just a job; we offer a career growth platform within a supportive, innovation-focused culture.

• Financial Rewards: Enjoy a competitive salary combined with a significant Profit Share component.
• Work-Life Balance: Generous hybrid working model from our centrally located South Melbourne office, close to the market.
• Unbeatable Discounts: Access incredible Team Member Discounts across all our iconic brands (Spotlight, Anaconda, Harris Scarfe).
• Impact & Exposure: Direct exposure to key senior stakeholders in one of Australia's largest retailers, allowing you to influence high-level strategy.
• Growth Culture: A dynamic environment that rewards initiative, creativity, and career development opportunities.
• Extra Benefits: Access to an Employee Assistance Program (EAP) and Gym Membership Discounts.

Ready to lead the future of digital operations for Australia's favourite retailers?