General Manager - Customer & Digital

Austin Group; City of Melbourne; Hybrid; AUD 180,000 - 280,000; Full time

Benefits offered by this job

Direct partnership with CEO

Product allowance

50% discount across GAZMAN, Cable andP

Free onsite parking

Work from home Fridays

Collaborative and rewarding team

Job summary

Austin Group is seeking an exceptional General Manager – Customer & Digital to lead our customer growth, eCommerce performance and digital commerce agenda across our brands. Reporting to the CEO and joining the Executive Team, you will unite CRM, loyalty, lifecycle marketing and performance media into one high‑performing function.

You will drive acquisition, retention and lifetime value, partnering with the CTO to deploy AI-enabled personalization and agentic experiences, while building a

Qualifications

• Senior experience across eCommerce, CRM, digital marketing or customer growth within retail or consumer-focused business.
• Track record of growing online sales, profitability, customer acquisition and loyalty.
• Experience leading significant transformations in eCommerce, CRM or data.
• Deep expertise in performance marketing, lifecycle marketing and marketing effectiveness.
• Knowledge of AI, personalisation and AI-enabled customer service.

Responsibilities

• Own the Group’s customer strategy including acquisition, retention, lifetime value and Customer 360.
• Lead CRM, loyalty and lifecycle marketing across GAZMAN, Cable and Perri Cutten.
• Drive eCommerce performance including sales, conversion, CX and profitability.
• Own performance marketing strategy across paid search, paid social, SEO, affiliates and retail media.
• Partner with the CTO to identify and deliver AI-enabled customer, commerce and personalisation opportunities.
• Lead the Group’s approach to agentic commerce and AI-enabled customer experiences.
• Strengthen customer engagement across digital and store channels.
• Lead customer service strategy and omnichannel capabilities.
• Build a high-performing Customer and Digital team with culture of accountability, experimentation and continuous improvement.

Skills

Senior leadership

eCommerce

CRM

Digital marketing

Data-driven decision making

Stakeholder management

Job description

Exciting things are happening at Austin Group. We are entering a significant period of growth and transformation and are seeking an exceptional General Manager – Customer & Digital to lead our customer growth and digital commerce agenda.

Reporting directly to the CEO and joining the Executive Team, you will bring together eCommerce, CRM and Loyalty, Performance Marketing, Customer Insights and Customer Service into one high-performing function.

This is a unique opportunity to lead one of the Group’s most important growth pillars—accelerating digital performance, strengthening customer loyalty and positioning Austin Group as one of Australia’s most customer-focused and digitally progressive retailers.

Key Responsibilities:

• Own the Group’s customer strategy, including acquisition, retention, lifetime value and Customer 360.
• Lead CRM, loyalty and lifecycle marketing across GAZMAN, Cable and Perri Cutten.
• Drive the commercial performance of our eCommerce channels, including sales, conversion, customer experience and profitability.
• Own performance marketing strategy across paid search, paid social, SEO, affiliates and retail media.
• Partner with the CTO to identify and deliver AI-enabled customer, commerce and personalisation opportunities.
• Lead the Group’s approach to agentic commerce and AI-enabled customer experiences.
• Strengthen customer engagement across digital and store channels while attracting the next generation of customers.
• Lead customer service strategy and the development of our omnichannel capabilities.
• Build a high-performing Customer and Digital team with a culture of accountability, experimentation and continuous improvement.

About You

You will bring:

• Senior experience across eCommerce, CRM, digital marketing or customer growth within retail or a consumer-focused business.
• A proven record of growing online sales, profitability, customer acquisition and loyalty.
• Experience leading significant eCommerce, CRM, customer or data transformation initiatives.
• Deep expertise in performance marketing, lifecycle marketing and marketing effectiveness.
• Strong knowledge of AI, personalisation, AI-enabled customer service, answer engine optimisation and agentic commerce.
• Exceptional commercial, analytical and data-driven decision-making capabilities.
• Proven success leading multidisciplinary teams, agencies and external partners.
• Outstanding communication, stakeholder-management and influencing skills.
• A customer-obsessed, commercially minded and results-focused leadership style.

Why Join Austin Group?

You will join Austin Group at a pivotal stage of its evolution, with the opportunity to shape how we attract, understand, engage and serve our customers across three iconic Australian brands.

We offer:

• Direct partnership with the CEO and Executive Team.
• Genuine ownership of the Group’s customer and digital growth agenda.
• A generous product allowance and 50% discount across GAZMAN, Cable and Perri Cutten.
• Free onsite parking at our Malvern Support Office.
• The flexibility to work from home each Friday.
• A collaborative and rewarding team environment.

Who We Are

Austin Group is one of Australia’s leading fashion groups—proudly family-owned and home to GAZMAN, Cable and Perri Cutten.

With more than 140 stores and over 150 wholesale partners across Australia and New Zealand, we are proud of our heritage and firmly focused on the future. We are investing in our people, technology and capabilities to build a more connected, innovative and customer-led business.

Ready to Shape What Comes Next?

If you are passionate about customers, digital innovation and using technology to deliver commercial growth, we would love to hear from you.