General Manager, Digital Customer Growth

Full job description
Hybrid working environment.
Opportunities to shape the strategy we use to engage & grow connected customers in the digital space.
Grow and develop a high-performing team.

We are Woolworths Group

We are Woolworths Group. 200,000+ bright minds, passionate hearts, and unique perspectives across Australia and New Zealand. Connected by a shared Purpose - 'to create better experiences together for a better tomorrow'. That Purpose fuels our ambition 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.

If you're excited to turn today's blue-sky thinking into a better tomorrow for future generations, you'll find yourself supported and enriched in a dynamic, inclusive, and empowering workplace. With a culture of genuine care, a flexible approach to work, and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

What you’ll do

The Woolworths Food eCom business unit is at the forefront of digital retail, driving customer and commercial success within Australia's largest retailer. The General Manager for Customer Growth spearheads a team dedicated to acquiring, engaging, and expanding the base of connected customers through targeted omni-channel marketing. This team's efforts will boost customer spending, enhance loyalty, and increase the overall share of wallet for the Woolworths Group. They will also focus on growing the Delivery Unlimited subscription service and amplifying the 2P and 3P product ranges to increase revenue and customer satisfaction.

In addition to the above, you will

You'll be the go-to expert for Food eCommerce marketing, leading the development of annual marketing strategies and calendars. This involves bringing together various marketing disciplines like acquisition, digital marketing, and ATL/BTL media to create seamless customer experiences and messages.
You'll focus on growing the customer base, including the Delivery Unlimited Subscription, by applying cost-effective and customer-focused acquisition approaches. This also means constantly analysing customer behavior to deliver personalised content and enhance engagement through various communication channels.
You will create and develop marketing strategies and tactics to increase digital engagement of our customers which will strengthen relationship with our customers and your team will consider broad customer digital engagement beyond just an ecom transaction.
A key part of your role will be partnering with and managing stakeholders across the broader Woolworths Group. You'll leverage these relationships to deliver Food eCom objectives and develop new customer propositions. You will be able to collaborate and influence to Director & MD-level across the AUFood leadership team and partner closely with CustomerX in particular to deliver shared objectives and represent the ecomX business in cross-platform forums & discussions. You will be able to articulate and represent key ecom objectives and perspectives in an engaging and understandable way that supports decision-making and reinforces the role of eComX in having “one customer plan” across the AUFood business.
You'll be expected to continuously seek new areas of customer-led growth, ensuring high ROI on all investments. This includes working closely with data and insights teams to develop personalisation tools and continually optimise plans based on customer understanding.
You'll lead a diverse team of over 30 eCom marketing leaders, setting a clear vision and plan for them to achieve business goals. This involves fostering an engaged culture, developing team capabilities, and ensuring a balanced approach to specific e-commerce skills and shared generic capabilities.
You will be a skilled people leader with a passion for personal development and growth of a diverse team. You will be passionate about setting the conditions for success for the team and playing a role to remove barriers and simplify business execution while creating career pathways to develop, grow and retain the best talent in the industry.

What you’ll bring
The right candidate for this role will be a seasoned leader with previous experience building and directing large, high-performing marketing teams, ideally within the e-commerce and digital customer lifecycle space. You'll need a strong commercial mindset, exceptional data literacy, and the ability to influence stakeholders across a complex organization to drive customer-centric growth and achieve substantial business goals.

In addition to the above, you will bring:

You'll demonstrate a highly commercial decision-making framework, confidently interpreting complex data to identify opportunities and risks. While not a data scientist, you'll possess strong data literacy and the ability to maximize the impact of data in a large organizational setting to accelerate commercial goals.

You'll have deep experience in coordinating cross-functional teams to achieve substantial business objectives. This includes exceptional leadership skills to operate successfully in a large, multi-faceted organization and deliver both business and customer outcomes.
You'll exhibit strong stakeholder management, negotiation, and influencing skills to build consensus and drive action across large groups. Your ability to navigate complex organizational structures will be key to leveraging resources and achieving objectives.
You'll bring a deep passion for understanding and delighting customers, embodying a culture of customer-led decision-making. Beyond strategy, you'll have a significant track record of building team capability, fostering a culture of excellence and enjoyment, and delivering material business results at scale.


What you’ll experience

Our Team Members are at the heart of everything we do and we’re always looking for ways to support your career journey and reward great work:

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 range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app

Everyone belongs at Woolworths Group

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, customers, and 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 selves, and reach their full potential.
We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.

 

Australia
New South Wales
Surry Hills Show on map Get directions