Omnichannel Manager – Luxury Fashion

About the role

We are seeking an energetic Omnichannel Manager to join our Sydney CBD head office. You will sit at the heart of our digital business, aligning e‑commerce, third‑party platform concessions, and in‑store retail to deliver a seamless customer experience.

Key responsibilities

• Develop and execute the omnichannel strategy across direct‑to‑consumer e‑commerce, digital concessions, and physical retail.
• Own the CRM strategy, customer contact plan and collaborate with the Global CRM team on campaign direction and segmentation.
• Manage relationships with third‑party platform partners, including performance reviews and commercial negotiations.
• Coordinate with merchandising to align product assortment with e‑commerce demand.
• Oversee fulfilment workflows, logistics partners and carrier contract negotiations.
• Lead campaign planning and new product launch coordination across all channels.
• Own sales targets and the digital P&L, monitoring revenue, delivery cost, returns and platform fees.
• Identify cost‑saving opportunities across fulfilment, logistics and platform operations.
• Manage the Customer Service team, NPS performance, special order process and care‑and‑repair function.
• Produce cross‑channel KPI reporting for senior leadership and resolve daily trading issues.

Required profile

• 5+ years of experience in e‑commerce, digital retail or omnichannel operations, preferably in luxury fashion or premium lifestyle.
• Proven track record managing third‑party platform relationships and commercial negotiations.
• Strong commercial acumen with experience owning a P&L.
• Demonstrated ability to lead and develop cross‑functional teams.

Required skills