Job Description

Exciting things are happening at Austin Group. We are entering a significant period of growth and transformation and are seeking an exceptional General Manager – Customer & Digital to lead our customer growth and digital commerce agenda.

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Reporting directly to the CEO and joining the Executive Team, you will bring together eCommerce, CRM and Loyalty, Performance Marketing, Customer Insights and Customer Service into one high-performing function.

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This is a unique opportunity to lead one of the Group's most important growth pillars—accelerating digital performance, strengthening customer loyalty and positioning Austin Group as one of Australia's most customer-focused and digitally progressive retailers.

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Key Responsibilities:

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- Own the Group's customer strategy, including acquisition, retention, lifetime value and Customer 360.
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- Lead CRM, loyalty and lifecycle marketing across GAZMAN, Cable and Perri Cutten.
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- Drive the commercial performance of our eCommerce channels, including sales, conversion, customer experience and profitability.
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- Own performance marketing strategy across paid search, paid social, SEO, affiliates and retail media.
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- Partner with the CTO to identify and deliver AI-enabled customer, commerce and personalisation opportunities.
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- Lead the Group's approach to agentic commerce and AI-enabled customer experiences.
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- Strengthen customer engagement across digital and store channels while attracting the next generation of customers.
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- Lead customer service strategy and the development of our omnichannel capabilities.
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- Build a high-performing Customer and Digital team with a culture of accountability, experimentation and continuous improvement.
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About You

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You will bring:

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- Senior experience across eCommerce, CRM, digital marketing or customer growth within retail or a consumer-focused business.
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- A proven record of growing online sales, profitability, customer acquisition and loyalty.
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- Experience leading significant eCommerce, CRM, customer or data transformation initiatives.
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- Deep expertise in performance marketing, lifecycle marketing and marketing effectiveness.
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- Robust knowledge of AI, personalisation, AI-enabled customer service, answer engine optimisation and agentic commerce.
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- Exceptional commercial, analytical and data-driven decision-making capabilities.
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- Proven success leading multidisciplinary teams, agencies and external partners.
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- Outstanding communication, stakeholder-management and influencing skills.
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- A customer-obsessed, commercially minded and results-focused leadership style.
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Why Join Austin Group?

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You will join Austin Group at a pivotal stage of its evolution, with the opportunity to shape how we attract, understand, engage and serve our customers across three iconic Australian brands.

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We offer:

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- Direct partnership with the CEO and Executive Team.
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- Genuine ownership of the Group's customer and digital growth agenda.
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- A generous product allowance and 50% discount across GAZMAN, Cable and Perri Cutten.
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- Free onsite parking at our Malvern Support Office.
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- The flexibility to work from home each Friday.
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- A collaborative and rewarding team environment.
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📌 General Manager - Customer & Digital (Victoria)
🏢 GAZMAN
📍 Victoria