As the Marketing Automation Specialist, you will be responsible for the end-to-end execution of automated customer lifecycles and personalised marketing campaigns. You will bridge the gap between creative strategy and technical execution, using data to deliver the right message to the right customer at the right time. Your work will directly impact customer retention, frequency, and the success of BIG W’s digital transformation.
Key Responsibilities: A. Technical Execution & Architecture Journey Mapping: Design and deploy complex, multi-touchpoint journeys in Journey Builder, covering lifecycle stages from onboarding to win-backs and macro events (Toy Sale, Black Friday, Christmas). Dynamic Personalisation: Scaled 1:1 and 1:many customer journeys, product recommendations, and in-app banners to significantly boost trade and customer engagement. Data Integrity & Flow : Monitor end-to-end data flows to ensure accurate, real-time customer data extensions; partnered with Product teams to troubleshoot and resolve technical bottlenecks.B. Campaign Optimisation & Strategy A/B/n Testing: Lead a rigorous "test and learn" culture, experimenting with send times, channel mix (Email vs. SMS vs. Push), and subject line variations to maximise ROI. Audience Segmentation: Maintain and performance optimisation of CDP segments for automated trigger journeys and personalised on-site experiences to maximise conversion and relevance Omnichannel Integration: Integrated digital triggers and loyalty data to ensure a consistent customer journey across our App, website, and stores. C. Governance & Compliance Compliance: Maintain 100% adherence to the Australian Spam Act 2003 and Woolworths Group’s strict data privacy and "Customer 1st" policies. Deliverability: Monitor IP reputation and inbox placement, troubleshooting any technical blocks with ISPs or platform providers.
Skill Requirements: Multi-Channel Orchestration: Advanced expertise in managing automated customer journeys and cross-channel campaigns across email, mobile, and web touchpoints. Advanced Marketing Analytics: Skilled in using GA4 and advanced reporting tools to measure "beyond-the-click" performance, specifically tracking incremental revenue and churn reduction.Loyalty & Reward Integration: Good understanding of loyalty ecosystems, with experience to integrate loyalty to trigger journeys. Strategic Optimisation: Ongoing management and refinement of CDP-driven segments to optimise trigger journeys and enhance the on-site customer experience. Quality Assurance & Risk Mitigation: Exceptional attention to detail with a proven track record of managing high-volume deployments; ensuring zero-defect execution across large-scale campaigns reaching millions of customers. Cross-Functional Collaboration: Skilled at navigating complex organisational structures to align technical MarTech capabilities with creative brand objectives. Technical Data Autonomy: Proficiency in SQL to query and join complex datasets independently, ensuring high-quality data architecture for targeting without reliance on IT. ( good to have) Front-End Development: Ability to code responsive, mobile-first templates using HTML and CSS to ensure seamless rendering across all devices and platforms. ( good to have)
As an Email Marketing Coordinator, you will be a vital driver in the execution of our CRM and digital marketing strategies. Supporting the Marketing Manager and Email Specialists, you will assist in the creation and deployment of high-impact campaigns across email and push notifications, with a primary focus on maintaining the highest standards of campaign integrity. This role demands a unique blend of technical execution and creative messaging, but relies most heavily on your rigorous approach to Quality Assurance (QA) and detailed performance reporting. You will be the final gatekeeper, ensuring every communication is 100% error-free, aligns with our broader business objectives, and provides the actionable data insights needed to drive meaningful customer engagement and revenue growth.
Key ResponsibilitiesCampaign Execution & CoordinationMultichannel Delivery: Support the day-to-day execution of content strategies across eDM, SMS, and Push channels to drive revenue growth.Stakeholder Collaboration: Work closely with the Marketing teams to ensure campaign assets and messaging align with commercial priorities.Workflow Management: Manage and prioritise tasks within established channel processes to ensure all campaigns are delivered on time and flawlessly.Rigorous Quality Assurance (QA)Zero-Error Execution: Act as the final line of defense by performing meticulous QA on all campaign elements, including links, tracking codes, segmentation logic, and rendering across different devices.Flawless Set-up: Ensure that every campaign is technically sound and aligns with our high standards for brand consistency and "error-free" delivery.Compliance: Double-check all content for legal compliance, including privacy laws and opt-out functionality.Data Tracking & ReportingPerformance Analysis: Consistently track and report on the performance of all marketing streams (eDM, SMS, and Push), providing visibility into open rates, click-through rates, and conversions to stakeholders
What You’ll Need to SucceedTo excel in this role, you must be able to balance creative campaign crafting with the disciplined, repetitive nature of tracking and reporting. You are someone who finds satisfaction in the details, possessing QA skills that catch the smallest errors before they reach the customer. With exceptional time management skills and a proactive communication style, you can manage multiple workflows simultaneously while ensuring every campaign is high-performing and 100% accurate.
Woolworths Group (Australia and New Zealand’s largest retailer) launched Woolworths Market Plus (WMP) in October 2023.
WMP is a platform for businesses to both sell and manage products across the Woolworths Group Marketplaces. A curated customer destination, bringing together a trusted ecosystem comprising three core banners: Everyday Market, BIG W Market and Everyday Rewards Shop. We operate primarily across three hub locations: Manila, Melbourne & Sydney.
We are seeking an experienced and dynamic Team Lead to manage, mentor, and drive the performance of our Seller Support team. This role is crucial in ensuring the team delivers exceptional support to our seller base, fostering strong business relationships, and enabling their growth on our marketplace platform.
Key ResponsibilitiesTeam Leadership and Mentorship: Lead, coach, and motivate a team of Seller Support Specialists, overseeing their daily performance and professional development.Operational Oversight: Manage team workflows and ticket queues to ensure timely and high-quality resolution of seller queries (administrative, technical, and operational).Collaboration with Manager: Work closely with the Seller Support Manager (based in Melbourne) to align team strategies, report performance, and execute initiatives.Escalation Management: Serve as the primary point of escalation for complex or critical seller issues, ensuring swift and effective resolution.Cross-Functional Collaboration: Act as a liaison between the Seller Support team and cross-functional partners, including Technical, Customer Service, Seller Growth and Marketplace Integrity teams, to troubleshoot and resolve systemic issues.Quality & Compliance: Monitor team performance to ensure all seller listings and practices are compliant with an array of platform policies, and ensure sellers’ performance health is upheld. Maintain a high standard of quality in support interactions.Performance Analysis: Utilise data and analytic tools to track team metrics, identify areas for operational improvement, and implement strategies to boost team and seller performance.Training & Development: Develop and deliver ongoing training and coaching to the team, focusing on best practices for communication, problem-solving, and technical issue diagnosis.Process Improvement: Proactively identify, document, and implement improvements to seller support processes and resources.Reporting & Documentation: Create reports on team and seller performance, key issues, and operational trends for management review. Ensure all critical support interactions and resolutions are accurately documented.
RequirementsProven experience in a team leadership, supervisory, or management role, ideally within a seller support or e-commerce marketplace environment.Exceptional people management, mentoring, and coaching skills with a focus on developing team members.Strong initiative, high attention to detail, and fastidious organisation and time management skills.Advanced ability to diagnose, solve, and manage client problems and complex escalations.Excellent written and verbal communication skills, with the ability to articulate complex information clearly.Proficiency in data analysis and reporting using tools such as Microsoft Excel, Google Sheets and reporting dashboards to drive team and seller performance.In-depth understanding of technical and operational requirements surrounding e-commerce and marketplace dynamics.Ability to operate with a high degree of autonomy and drive team results.Should be amenable to work onsite (with optional hybrid arrangement).
MILKRUN is flipping the grocery game on its head with groceries and more delivered in minutes. We’re on a mission to make convenience more convenient and help people get more time to do the things they love. What makes us unique is our innovative, start-up mentality backed by the full support of Woolworths' network and resources.So, what’s the team like? Great question. We’re a diverse bunch of go-getters who see ourselves as owners, not employees. We love what we do and have fun while we're at it. Be nothing but yourself in a culture that is inclusive, innovative, and embraces thinking differently. Sound like something you want to join? Great! Read on. Then hit ‘apply’ when you’re done.
About the roleWorking alongside the Live Operations team out of our contact centre based in Surry Hills, with the option to work from home. This role is responsible for providing awesome service to our customers and partner stores over the phone, chat and email. Reporting to the Customer Experience Manager, you will be critical in offering excellent service (MILKRUN magic) through passion for customers and helping shape new ways to enhance both the Live Operations Team and of course, the customer experience!
Is this for you?We are looking for someone who's got experience, innovation, works independently and will stop at nothing to help us succeed. We value honesty, hard work and team culture.
What we are looking for:Experience in a customer service environment in a contact centreExcellent problem solving abilitiesA positive and resilient outlook - can keep cool under pressureThe ability to adapt to change and innovate new ideasStrong written and verbal communication skillsThrives in a fast paced, customer focused environment
What you'll do:Service incoming customer and store queries, provide exceptional customer service whilst being an ambassador for the MILKRUN BrandUse your strong communication skills to effectively communicate with customers, stores, delivery partners and other internal teams via chat, email and phoneProactively oversee and enhance logistical support to facilitate seamless order fulfillment.Strive to respond to customers in a timely manner and a first call resolutionAchieve or exceed individual and team Key Performance IndicatorsContinuously build rapport to develop customer loyaltyContinuously growing your product knowledgeEmpower and support our teamIdentify innovation opportunities and communicate them to your ManagerSupport with onboarding and training of new teammates
