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Head of Customer Insights and Advocacy

Apply now Job no: 501602
Work type: Permanent Full-time
Location: VIC Metro
Categories: Marketing

At Kmart, we are where families come first for the lowest prices on everyday items and our vision is to make everyday living brighter for all of our customers, every time and every where they shop with us.  

As Australia’s brightest retail star, we have experienced great success in recent times but for Kmart this is just the beginning of our exciting journey ahead! We have big plans in place to ensure we deliver our vision and significantly expand our business. With another 50 new stores opening across Australia and New Zealand, the growth of our online business and expansion into new markets, we are on a mission to improve the Kmart shopping experience for all our customers, who are at the heart of everything we do.

There has never been a more irresistible time to join Kmart!  

With our customers being at the forefront of all that we do, we want to know a lot more about them, and that is where the senior role, Head of Customer Insights & Advocacy has the opportunity to make a huge contribution to our business. This role leads two areas of the Marketing team, the Customer Service Centre and the Insights team, and reports to the General Manager Marketing.

What are we trying to achieve?

We want all of our decisions to be the product of a customer-centric culture that prioritises the customer experience. To support this ambition, your role will be to develop an insights framework and deliver data analytics that solve business problems. You will work closely across the organisation but specifically within New Product Development, Merchandise and Store Operations to act as the voice of the customer and translate qualitative and quantitative data into commercial opportunities. You will have a firm grasp of Global macro trends and be comfortable in translating for the local audience. Most importantly you will be able to use insights to drive strategy and highlight opportunities for financial growth.

Importantly you will also be a key stakeholder in developing the future data vision for Kmart, collaborating to design a data ecosystem that will set us up for future growth.

In addition, you will manage the shift of our Customer Service Centre from primarily complaint resolution to be a proactive conduit for improvement within Quality, Design and Production. This role will make a significant contribution to the way Kmart works and will require a transformation of IT systems, processes and service culture.

About you

You are a senior leader in a Head of or Director level role currently and preferably from an organisation that has multiple customer touch points, (Retail would be ideal but we would welcome applicants from backgrounds such as Banking, Telecommunication and Airlines to name a few). You have a significant background in insights and have steered your current employer to a position of customer advocacy. Your understanding of data and how to harness its power is second nature. You influence, inspire, collaborate and build strong relationships with your team and stakeholders.  Importantly you are not afraid to challenge the status quo to deliver customer excellence.  You have a well-defined commercial skill set which enables you to articulate commercial opportunities from the insights you share.

Why Kmart?

You will benefit from joining an amazing business and a dynamic team who are all committed to the success of Kmart and providing our customers with a great shopping experience. Our values – Think Customer, Take Care, Live Integrity, Grow Together and Reach Higher will resonate with you deeply and you’ll enjoy being part of a growing, iconic Australian business that has a fantastic culture that is non-hierarchical, diverse and inclusive. Your work environment will be highly collaborative, fast-paced and progressive, with no two days the same!

You will be afforded autonomy and accountability in your role and have great development opportunities across both Kmart and the Wesfarmers Group, excellent remuneration, an uncapped bonus scheme, free parking, benefits program and access to Wesfarmers share plan.

So if this sounds like the perfect role for you – apply now!

The recruitment process for selected candidates will include the following pre-employment checks: Australian right to work verification, reference checks and a criminal record check.

At Kmart we aim to ensure our teams reflect the diversity of the communities in which we operate.

Candidates interested in this position should apply directly to this advertisement as we are not accepting applications from recruitment agencies.


Advertised: AUS Eastern Standard Time
Applications close:

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