all jobsretailersplatformsagenciesremotelocationsrolescompanies

> remote only jobs/chemist warehouse optometry eCommerce Operations &

• Customer Experience Coordinator company Chemist Warehouse Optometry location Melbourne, Victoria, Australia work mode hybrid posted 8 Sept

- 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 great 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.

Compensation &

• Perks

A$65,000–A$75,000 apply on career site →

opens the brand's careers page in a new tab.

see more ecommerce jobs in australia →

📌 eCommerce Operations & Customer Experience Coordinator (Melbourne)
🏢 Ecommerce Guide
📍 Melbourne