OMNICHANNEL MANAGER | SYDNEY - LUXURY RETAIL
We are partnering with a globally recognised luxury brand renowned for its iconic collections, exceptional craftsmanship, and enduring influence on fashion worldwide. With a strong heritage, a loyal international customer base, and a commitment to innovation, this brand continues to set the benchmark for excellence across retail, digital, and client experience.
An exciting opportunity has arisen for an experienced Omnichannel Manager to lead the integration and optimisation of customer experiences across retail stores, eCommerce, client services, and digital touchpoints throughout the Australian market.
Based in Sydney, this role will play a critical part in delivering a seamless luxury customer journey while driving commercial performance, operational excellence, and omnichannel growth.
The Opportunity
Reporting to senior leadership, you will be responsible for developing and executing omnichannel strategies that connect physical and digital retail environments, ensuring every client interaction reflects the brand's premium positioning and service standards.
You will collaborate closely with Retail, Digital, CRM, Marketing, Operations, Client Services, and regional stakeholders to elevate customer engagement and maximise revenue opportunities across all channels.
What's on Offer
Join one of the world's most admired luxury brands.
Influence the future of customer experience across a prestigious global business.
Collaborative, high-performing culture with international exposure.
Attractive salary package and employee benefits.
Sydney CBD location with a flexible and dynamic working environment.
If you are passionate about luxury retail, customer excellence, and creating seamless experiences across every touchpoint, we would love to hear from you.
Apply now or email greta@whointhezoo.com.au to be part of a globally recognised brand where heritage, innovation, and exceptional client experience come together.
Hiring Consultant: Greta Rutherford
Job Code: 1677029
Please note that only those applicants who fit the brief will be contacted in relation to their application.
RESPONSIBILITIES +
- Lead the execution of the omnichannel strategy across retail and digital channels.
- Drive initiatives that enhance the customer journey, improve conversion, and increase customer lifetime value.
- Analyse customer, sales, and channel performance data to identify opportunities for growth and improvement.
- Partner with retail teams to ensure stores effectively support omnichannel objectives.
- Collaborate with Marketing and CRM teams to deliver personalised customer experiences.
- Develop reporting frameworks and KPIs to measure omnichannel performance and customer engagement.
- Identify emerging trends, technologies, and best practices within luxury retail.
- Lead cross-functional projects that improve operational efficiency and customer satisfaction.
- Provide training, guidance, and change management support to internal stakeholders.
REQUIREMENTS +
- Proven experience in an Omnichannel, eCommerce, Digital Retail, Customer Experience, or Commercial role.
- Experience within luxury, premium retail, fashion, beauty, lifestyle, or high-end consumer brands is highly regarded.
- Demonstrated ability to work cross-functionally and influence stakeholders at all levels.
- Highly analytical with strong commercial acumen and data-driven decision-making capabilities.
- Experience working with CRM, clienteling, customer analytics, and retail technology platforms.
- Exceptional communication, project management, and stakeholder engagement skills.
- Passion for delivering elevated customer experiences aligned to a luxury brand environment.