Senior Project Officer, Retail and Customer Service

NSW Department of Climate Change, Energy, the Environment and Water; Sydney; Hybrid; AUD 133,000 - 147,000; Full time

Benefits offered by this job

Accrued days off

Fitness Passport

Learning and development opportunities

Job summary

NSW Department of Climate Change, Energy, the Environment and Water (DCCEEW) through NSW National Parks and Wildlife Service seeks a Senior Project Officer, Retail and Customer Service to lead statewide visitor centre retail initiatives and enhance customer experience.

Based in Parramatta with hybrid work, the role focuses on multi-site retail leadership, data-driven improvements, and collaboration with teams and suppliers to deliver outstanding park visitor experiences.

Qualifications

• Extensive retail operations experience across a multi-site network.
• Proven track record leading complex projects and business improvement.
• Strong commercial judgement and ability to use data to inform decisions.
• Experience with retail systems, inventory, pricing or merchandising.
• Excellent relationship-building and stakeholder engagement skills.

Responsibilities

• Collaborating with visitor centre teams and stakeholders to deliver shared outcomes.
• Leading the visitor centre community of practice and sharing best practices.
• Developing retail technology capabilities, including Salesforce and StoreConnect.
• Using sales, inventory, pricing and visitation data to generate insights and opportunities.
• Refining retail practices, service standards, merchandising and pricing.
• Providing training and coaching to build network capability.
• Managing supplier relationships and contract management.

Skills

Retail leadership

Project management

Data driven decision making

Retail systems

Education

Tertiary qualifications or equivalent

Tools

Salesforce

StoreConnect POS

Job description

• Retail leadership meets purpose - help shape the future of retail and customer service across NSW National Parks!
• Senior Project Officer, Retail and Customer Service
• Ongoing full-time opportunity
• Located in Parramatta (location flexible and hybrid working supported)
• Salary relative to experience, and ranges from $133,348 to $146,945 p.a. + employer's contribution to superannuation
  

Do you want your work to make a difference for NSW?

Working to protect the state’s environment and heritage.

Bring your retail and project leadership experience to NSW National Parks and Wildlife Service (NPWS) and help take our statewide visitor centre network to the next level.

This is a unique opportunity to work collaboratively with teams across NSW, building on existing capability and bringing together retail expertise, technology, data, and great customer service to achieve outstanding outcomes for visitors and national parks.

About the role

As Senior Project Officer, Retail and Customer Service, you will work across the state to lead projects and initiatives that support our visitor centres to deliver great retail and customer experiences.

You will connect people and ideas across the network, identify opportunities to build on what's already working well, and develop practical approaches that can be shared and applied across NPWS.

Your work will include:

• collaborating with visitor centre teams and operational stakeholders across NSW to deliver shared outcomes
• leading the visitor centre community of practice and creating opportunities to share expertise and successful approaches
• supporting the continued development of retail technology, including Salesforce and StoreConnect point-of-sale systems
• using sales, inventory, pricing, supplier, and visitation data to provide insights and identify new opportunities
• developing and refining retail practices, service standards, merchandising, and pricing approaches
• building capability through practical resources, training, and retail best-practice coaching
• working with suppliers and stakeholders to support effective purchasing and contract management
• leading complex projects and adapting priorities as the needs of NPWS evolve.
  

About You

We are looking for someone who combines extensive retail experience with strong project leadership and, importantly, enjoys bringing people together to achieve shared outcomes.

You may have built your career in multi-site retail, retail operations, customer experience, commercial management, or business transformation.

You will bring:

• extensive retail operations experience, ideally across a multi-site network
• demonstrated experience leading complex projects and business improvement
• strong commercial judgement and confidence using data to inform decisions
• experience with retail systems, products, inventory, pricing, or merchandising
• excellent relationship‐building and stakeholder engagement skills
• the ability to collaborate with geographically dispersed teams and turn diverse perspectives into practical solutions
• a genuine interest in supporting others to succeed and sharing best practice across a network.
  

The role requires appropriate tertiary qualifications or equivalent relevant professional experience, together with project management experience and an understanding of contemporary procurement and contract management practices.

NPWS manages more than 890 national parks and reserves covering more than 7.6 million hectares of NSW, delivering conservation, cultural heritage protection, and world‑class visitor experiences.

Here, your retail and project expertise can contribute to something bigger. By supporting our statewide visitor centre network to achieve great outcomes for visitors and parks, you will be part of an organisation working to protect NSW's natural and cultural heritage for future generations.

• Appropriate tertiary qualifications or demonstrated equivalent, relevant professional experience.
• Project management skills and experience with an understanding of contemporary best practice in procurement, tendering and contract preparation, in managing project teams, consultants and contractors, and in applying environmental safety and risk management policies and systems.
• Demonstrated experience in developing, implementing and reviewing strategic plans, policies and programs, and in providing strategic and operational advice and recommendations to senior management.
  

For more information read the full Role Description: Senior Project Officer, Retail and Customer Service and Statement of Works

Who we are

The Department of Climate Change, Energy, the Environment and Water (DCCEEW) works to protect the state’s environment and heritage. It leads the way on climate change, driving the sustainable transition to a net zero economy, powered by affordable, reliable, and clean energy.

DCCEEW conserves and protects the state’s natural environment. It manages the NSW national park estate, including its rich and diverse biodiversity and Aboriginal cultural heritage for future generations.

DCCEEW also ensures sustainable management of water resources across the state, to support the environment, communities and industry.

We acknowledge the ongoing custodial responsibilities of the Aboriginal peoples of NSW to care for Country and water and are committed to establishing meaningful partnerships with Aboriginal peoples in the management of the environment.

What we can offer you

NSW National Parks and Wildlife Service is a great place to expand your career and grow your skills and knowledge.

• Accrued days off in addition to Annual Leave
• Corporate wellbeing programs, including the Fitness Passport
• Learning and development opportunities, including in‑house training.
  

What we do

About NSW National Parks & Wildlife Service

Visit a park

Looking for more information or assistance in applying?

• Our commitment to a diverse and inclusive workplace.
• How we encourage and support people with disability
• Information and adjustments for individual needs for the recruitment process and the workplace.
  

If you require an adjustment for your application process, please contact our Talent Acquisition Team by emailing [e-mail] or contacting Tori Basnet on [phone] (please mention reference number 553542).

If you are an Aboriginal or Torres Strait Islander, use our Aboriginal applicants guide to assist with applying for roles or our Aboriginal Career pathways team at [e-mail] for a yarn.

Find us on Facebook, Instagram, X (Twitter), YouTube and LinkedIn.

A recruitment pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months.

Our goal is to build a workforce that not only represents but also understands and serves the diverse communities of New South Wales. We are committed to making our state a vibrant and inclusive place to live, work, and thrive for everyone. Our workforce represents people of all ages and genders, Aboriginal and Torres Strait Islander people, people with disabilities, the LGBTQI+ community, and people from diverse ethnic and cultural backgrounds.

Please also note, to be eligible for an ongoing role in the NSW Public Sector you need to be an Australian Citizen, New Zealand Citizen or Permanent Resident.

Applications close: Sunday 25 October 2026 at 11:55pm

Should you require further information about the role please contact Christian Lackner via [e-mail] or on 0420 488 962.