Job Overview & Organization Mission

Modernize point-of-sale systems, self-checkout kiosks, and mobile retail technologies to create frictionless omnichannel customer journeys at Officeworks.

Officeworks is seeking an innovative Omnichannel Customer Experience & Retail Tech Manager to join our Retail Operations and Customer Experience team in Bentleigh East, Melbourne. You will lead the technology roadmap for in-store digital touchpoints, including next-generation POS, self-service print kiosks, store inventory locator mobile apps, and 2-hour Click & Collect services.

As a key member of the team at Officeworks in Melbourne, VIC, you will play a central role in driving excellence, upholding top-tier Australian industry standards, and contributing directly to the strategic milestones of one of the nation’s premier employers.

Key Duties & Core Responsibilities

In this critical role, your operational duties and key performance responsibilities will encompass:

• Define and: Define and execute the retail store technology roadmap connecting digital mobile platforms with physical stores.
• Oversee deployment: Oversee deployment and optimization of self-checkout kiosks, mobile POS devices, and automated order pickup lockers.
• Map end-to-end: Map end-to-end customer journeys to identify pain points, queue bottlenecks, and service improvement opportunities.
• Partner with: Partner with IT engineering and UX design squads to prototype and test new in-store digital concepts.
• Track customer: Track customer satisfaction metrics (NPS), queue wait times, and omnichannel repeat purchase rates.

Required Qualifications, Licenses & Experience

To be successful in this position at Officeworks, candidates are expected to satisfy the following essential selection criteria:

• Mandatory Qualification: Tertiary degree in Business, Information Technology, Design or Marketing.
• Relevant Experience: Minimum 5+ Years of verified industry experience in Australia or recognized overseas equivalence.
• 5+ years in retail operations, customer experience (CX), or retail technology product delivery.
• Demonstrated experience modernizing in-store retail systems (POS, digital signage, self-service kiosks).
• Strong understanding of modern omnichannel retail mechanics (Click & Collect, ship-from-store, endless aisle).
• Collaborative leadership style with the ability to influence cross-functional store and corporate stakeholders.

Core Competencies & Key Technical Proficiencies

The successful applicant will possess demonstrated capabilities across the following domain skill sets:

Salary, Compensation & Employee Benefits

At Officeworks, we understand that our people drive our achievements. An outstanding remuneration and wellbeing package is provided in line with Australian benchmarks:

• Competitive Remuneration: AU$125,000 – AU$150,000 per year + standard Australian Superannuation (11.5%).
• Remuneration $125,000 – $150,000 + performance bonus + superannuation.
• Modern Bentleigh East Support Centre with onsite gym, cafe, and flexible hybrid working.
• Officeworks and Wesfarmers group team member discounts (Bunnings, Kmart, Target).
• Leave Entitlements: 4 weeks annual leave (with 17.5% annual leave loading where applicable) plus 10 days paid personal/carer’s leave.
• Flexible Work: Progressive work-life balance options with supportive corporate culture and leadership development pathways.

About the Employer: Officeworks

Officeworks is Australia’s leading retailer of stationery, technology, furniture, and printing services, helping Australians make bigger things happen.

Officeworks is deeply committed to building diverse, equitable, and culturally inclusive work environments. We proudly celebrate diversity and welcome applications from all qualified individuals including First Nations Australians, people with disabilities, and candidates from culturally and linguistically diverse backgrounds.

Application Process & Next Steps

Applications for this position are currently open and being reviewed on a rolling basis. Suitable candidates are encouraged to apply as early as possible before the published closing date.

Please prepare an updated Curriculum Vitae (CV) and a tailored Cover Letter highlighting your relevant experience against the key selection criteria outlined above.

To proceed with your application, click the Apply on Employer Site button to access the official Officeworks careers gateway.