Senior Transformation Manager - Hawthorn East

Ranchero; Melbourne; Hybrid; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Flexible working

Gym facilities

Free parking

Discounts on products

Share plan

Learning & development

Job summary

Coles Group in Melbourne is seeking a Senior Manager, Customer Transformation to own the integrated management of the CX transformation portfolio, aligning priorities with investment, capacity and value across multiple functions.

You'll lead a CX Transformation analytics team, set high analysis standards and deliver executive-ready recommendations, while partnering with Finance, Technology, Operations, Product and Strategy to secure outcomes.

Qualifications

• Extensive experience in transformation, portfolio management, strategy, consulting, program management or a related discipline.
• Proven experience leading an integrated portfolio or transformation office across complex, cross-functional change.
• Strong capability across prioritisation, integrated roadmaps, dependency management, capacity planning and delivery governance.
• Commercial and financial acumen with experience assessing investment, capacity, benefits and realised value.
• The ability to interpret complex portfolio information into clear executive recommendations and decision materials.
• Strong influencing skills with the confidence to challenge senior stakeholders and propose trade-offs.
• Proven people leadership experience with coaching, quality standards and capability building.
• Experience in customer, digital, retail or enterprise transformation is highly regarded.

Responsibilities

• Own the integrated CX transformation portfolio planning and governance across products, programs and initiatives.
• Collaborate with Finance, Technology, Operations, Product, Commercial and Strategy to prioritise and sequence work.
• Lead and develop a pooled team of CX Transformation analysts and set high analytical standards.
• Provide executive-ready recommendations and intervention when outcomes risk materialising.
• Drive capability building and consistent delivery governance across the portfolio.

Skills

Portfolio management

Strategy and transformation

Stakeholder management

Leadership

Job description

We’ve been proudly serving Australian communities since 1914 and have grown to become a top 30-listed company on the ASX with a portfolio of iconic homegrown brands. At the heart of our continued success is over 115,000 team members working across the country, all contributing to bringing our customers smiles. You’ll not only get to see your work make a difference, you’ll be part of a team working together to help Australians eat and live better every day.

About the team

As one of the biggest brands in Australia, we connect with millions of Australians each week. Whether it’s connecting our customers with relevant content through digital innovation, omni-channel storytelling or impactful advertising that reaches 98% of Australians, our Marketing team play an important role in driving our brand forward, helping Australians eat and live better every day.

About the role

As Senior Manager, CustomerTransformation, you’ll own the integrated management of Coles’ Customer Experience transformation portfolio, connecting strategic priorities with investment, capacity, dependencies, performance and realised value across Product and Project-funded initiatives. You’ll turn that portfolio view into clear recommendations on prioritisation, sequencing, trade-offs and intervention when outcomes are at risk.

Working closely with Finance, Technology, Operations, Product, Commercial and Group Strategy, you’ll run effective portfolio planning and governance rhythms, challenge delivery confidence and surface material constraints early. You’ll also lead and develop a pooled team of CX Transformation analysts, deploying capability to the highest-priority work and setting strong standards for analysis, problem-solving and decision support.

About you and your skills

• Extensive experience in transformation, portfolio management, strategy, consulting, program management or a related discipline
• Proven experience leading an integrated portfolio or transformation office across complex, cross-functional change
• Strong capability across prioritisation, integrated roadmaps, dependency management, capacity planning and delivery governance
• Commercial and financial acumen, including experience assessing investment, capacity, benefits and realised value
• The ability to interpret complex portfolio information and translate it into clear executive recommendations and decision materials
• Strong influencing skills, with the confidence to constructively challenge senior stakeholders and recommend material trade-offs without direct authority
• Proven people leadership experience, with the ability to coach teams, set quality standards and deploy capability against changing priorities
• Experience in customer, digital, retail or enterprise transformation will be highly regarded

Please note applications close on Sunday 15th, November 2026.

What’s in it for you?

• Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.
• Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
• Discounts: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.
• Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform 'mythanks'. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
• Opportunities for learning and development: No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
• Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
• Investment in your future: Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.

About the recruitment process

We’re continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

We’re happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the 'Our Recruitment Process' section of our careers site or email [e-mail]