Senior Project Officer, Retail and Customer Service

Retail leadership meets purpose - help shape the future of retail and customer service across NSW National Parks.

Ongoing full-time opportunity.

Located in Parramatta (location flexible and hybrid working supported).

Salary relative to experience, ranging from $133,348 to $146,945 p.a. + employer's contribution to superannuation.

Do you want your work to make a difference for NSW?

Working to protect the state’s environment and heritage.

Bring your retail and project leadership experience to NSW National Parks and Wildlife Service (NPWS) and help take our statewide visitor centre network to the next level.

This is a unique opportunity to work collaboratively with teams across NSW, building on existing capability and bringing together retail expertise, technology, data, and great customer service to achieve outstanding outcomes for visitors and national parks.

As Senior Project Officer, Retail and Customer Service, you will work across the state to lead projects and initiatives that support our visitor centres to deliver great retail and customer experiences.

You will connect people and ideas across the network, identify opportunities to build on what's already working well, and develop practical approaches that can be shared and applied across NPWS.

Your work will include:

- Collaborating with visitor centre teams and operational stakeholders across NSW to deliver shared outcomes.
- Leading the visitor centre community of practice and creating opportunities to share expertise and successful approaches.




- Supporting the continued development of retail technology, including Salesforce and StoreConnect point-of-sale systems.
- Using sales, inventory, pricing, supplier, and visitation data to provide insights and identify current opportunities.
- Developing and refining retail practices, service standards, merchandising, and pricing approaches.
- Building capability through practical resources, training, and retail best-practice coaching.
- Working with suppliers and stakeholders to support effective purchasing and contract management.
- Leading complex projects and adapting priorities as the needs of NPWS evolve.

About You

We are looking for someone who combines extensive retail experience with strong project leadership and, importantly, enjoys bringing people together to achieve shared outcomes.

You may have built your career in multi-site retail, retail operations, customer experience, commercial management, or business transformation.

You will bring:

- Extensive retail operations experience, ideally across a multi-site network.
- Demonstrated experience leading complex projects and business improvement.
- Strong commercial judgement and confidence using data to inform decisions.




- Experience with retail systems, products, inventory, pricing, or merchandising.
- Excellent relationship-building and stakeholder engagement skills.
- The ability to collaborate with geographically dispersed teams and turn diverse perspectives into practical solutions.
- A genuine interest in supporting others to succeed and sharing best practice across a network.

The role requires appropriate tertiary qualifications or equivalent relevant professional experience, together with project management experience and an understanding of contemporary procurement and contract management practices.

NPWS manages more than 890 national parks and reserves covering more than 7.6 million hectares of NSW, delivering conservation, cultural heritage protection, and world-class visitor experiences.

Here, your retail and project expertise can contribute to something bigger. By supporting our statewide visitor centre network to achieve great outcomes for visitors and parks, you will be part of an organisation working to protect NSW's natural and cultural heritage for future generations.

- Accrued days off in addition to Annual Leave.
- Corporate wellbeing programs, including the Fitness Passport.
- Learning and development opportunities, including in-house training.

Eligibility: To be eligible for an ongoing role in the NSW Public Sector you need to be an Australian Citizen, New Zealand Citizen or Permanent Resident.

Applications close: Sunday 25 October 2026 at 11:55pm.

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