Job Description

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

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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.

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About the Role

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

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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.

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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.

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Responsibilities

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- Manage customer enquiries, order issues, deliveries, backorders, returns, refunds and cancellations.
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- Liaise with suppliers, logistics providers and internal stakeholders to resolve customer and order issues.
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- Support CRM, email and SMS campaign coordination, including briefing, proofing and QA.
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- Coordinate routine follow-ups with suppliers, agencies, vendors and internal stakeholders.
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- Create and maintain SOPs, process guides, templates and operational documentation.
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- Support digital, CRM and customer experience projects, including testing, task tracking and implementation.
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- Identify opportunities to improve processes, workflows and the overall customer experience.
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Qualifications

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- Customer service or customer support.
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- eCommerce or online retail.
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- CRM, email marketing, SMS marketing or marketing operations.
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- Operations, administration or project support.
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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.

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Required Skills

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- Exceptional attention to detail and a high level of accuracy.
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- Robust written English communication skills.
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- Excellent organisation and task management.
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- Strong initiative, ownership and follow-through.
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- Comfortable learning new systems, tools and processes.
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- Able to work independently while knowing when to ask questions or escalated?
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- Process-oriented and interested in improving how things are done.
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- Adaptable and comfortable working across different areas in a growing business.
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- Salary: $65,000–$75,000 per annum + superannuation
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- Work arrangement: Hybrid, with 3 office days per week
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- Location: Melbourne, Victoria, Australia
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- Preferred start date: Early October 2026
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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.

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

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