Senior Project Officer, Retail and Customer Service Job Description

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

Senior Project Officer, Retail and Customer Service

Ongoing full-time opportunity

Located in Parramatta (location flexible and hybrid working supported)

Salary relative to experience, and ranges 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.

About the role

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 new 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 robust 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.

Appropriate tertiary qualifications or demonstrated equivalent, relevant professional experience.

Project management skills and experience with an understanding of contemporary best practice in procurement, tendering and contract preparation, in managing project teams, consultants and contractors, and in applying environmental safety and risk management policies and systems.

Demonstrated experience in developing, implementing and reviewing strategic plans, policies and programs, and in providing strategic and operational advice and recommendations to senior management.

DCCEEW conserves and protects the state’s natural environment. It manages the NSW national park estate, including its rich and diverse biodiversity and Aboriginal cultural

📌 Retail Team Member (Sydney)
🏢 JB Hi-Fi
📍 Sydney