About Us

Optometrist Warehouse is a rapidly growing Australian optometry business, combining a national network of optometry practices with an expanding eCommerce operation.

As part of the broader Chemist Warehouse Group, we are looking for an eCommerce Operations & Customer Experience Coordinator to join our growing eCommerce, Digital & Customer Experience team.

About the Role

This is a newly created, full-time permanent role with broad exposure across customer experience, eCommerce operations, CRM, digital marketing coordination, and process improvement.

The role will initially focus on supporting day-to-day customer service and eCommerce operations, while also assisting with CRM activity, supplier and agency coordination, documentation, and digital projects.

This role is suited to someone who enjoys taking ownership, improving processes, and working across a broad range of responsibilities. As the business continues to grow, priorities may evolve, creating opportunities to take greater ownership across customer experience, CRM, digital operations, vendor coordination and process improvement.

Responsibilities

· Manage customer enquiries, order issues, deliveries, backorders, returns, refunds and cancellations.

· Liaise with suppliers, logistics providers and internal stakeholders to resolve customer and order issues.

· Support CRM, email and SMS campaign coordination, including briefing, proofing and QA.

· Coordinate routine follow-ups with suppliers, agencies, vendors and internal stakeholders.

· Create and maintain SOPs, process guides, templates and operational documentation.

· Support digital, CRM and customer experience projects, including testing,



task tracking and implementation.

· Identify opportunities to improve processes, workflows and the overall customer experience.

Qualifications

Experience in one or more of the following areas would be advantageous:

· Customer service or customer support.

· eCommerce or online retail.

· CRM, email marketing, SMS marketing or marketing operations.

· Digital marketing coordination.

· Operations, administration or project support.

Experience across every area is not required. We are more interested in finding someone with the right mindset, attention to detail, initiative and willingness to learn.

Required Skills

· Exceptional attention to detail and a high level of accuracy.

· Strong written English communication skills.

· Excellent organisation and task management.

· Strong initiative, ownership and follow-through.

· Comfortable learning new systems, tools and processes.

· Able to work independently while knowing when to ask questions or escalate.

· Process-oriented and interested in improving how things are done.

· Adaptable and comfortable working across different areas in a growing business.

Key Details

· Employment: Full-time, permanent

· Salary: $65,000–$75,000 per annum + superannuation

· Work arrangement: Hybrid, with 3 office days per week

· Location: Melbourne, Victoria, Australia

· Preferred start date: Early October 2026

This is a outstanding opportunity for someone looking to build broad experience across eCommerce, customer experience, CRM and digital operations while growing with the business.

Applications close: Monday, 14 September 2026 at 9:00am AEST.

📌 eCommerce Operations & Customer Experience Coordinator (Melbourne)
🏢 Chemist Warehouse Optometry
📍 Melbourne