DTC Operations Manager - ANZ

ANZ DTC Retail Operation Leader

To lead and elevate the ANZ DTC retail operation by driving clear communication, operational excellence, cross-functional alignment, and strong people leadership - ensuring stores are informed, engaged, compliant, and equipped to deliver exceptional fan experiences. This role translates strategy into execution, oversees key operational processes including asset protection and systems optimization, and leads retail projects and real-estate initiatives to support sustainable commercial growth.

Responsibilities Include But Are Not Limited To:

COMMUNICATION

• Own communication to stores. Serve as the central communication point between support center and store teams, delivering clear, actionable, and timely updates.
• Drive strong team engagement through the communication platform by creating content with cross-functional partners to keep teams up to date and informed including task management/execution, strategy/business updates, and celebrations.
• Develop and execute meeting cadence, attendees, agendas, content, responsibility, and timelines for ANZ DTC business.
• Ensure strategic and operational decisions are translated into action and communicated clearly across the organization.
• All team members have the information they need to perform their role and understand how their day-to-day decisions align with organizational goals.

PEOPLE LEADERSHIP

• Clearly communicate the business vision and direction, including how it aligns to business goals and company values and ensure this is kept at the forefront of communication with all key stakeholders.
• Translate company strategy into store-level execution ensuring that brand standards, commercial priorities, and operational initiatives are implemented consistently.
• Continue to develop a culture of open communication and collaboration, building a framework for sharing ideas and opinions.
• Lead by example through demonstration of behaviors aligned with business values of empathy, integrity, performance, originality, and courage.
• Using accountability to promote quality improvement and achieve outcomes, as well as reduce risk.
• Lead change initiatives by managing the rollout of new processes, systems, or organizational changes in a way that minimizes disruption to fan experience.

CROSS FUNCTIONAL COLLABORATION

• Work with cross-functional teams (HR, MPIM, BX, Distribution, Marketing, IT) to plan and communicate the DTC retail calendar ensuring that tasks and focuses are planned to maximize commercial results, fan experience, team engagement, and operational effectiveness for store teams.
• Act as the operational voice in support center representing fan needs and store needs in meetings with all cross-functional teams.
• Act as the key liaison with global & regional retail teams, leading the localisation and rollout of projects, tools, and initiatives while ensuring all recurring global operational tasks, reporting requirements, and standards are completed accurately and on time.
• Lead the end-to-end planning and execution of store openings, refurbishments, and closures by coordinating cross-functional teams to ensure timelines, operational readiness, and brand standards are met to elevate the fan experience.

OPERATIONS

• Provide support and leadership to ensure highly productive, efficient stores with elevated standards, streamlined processes and technology, that are visually inspiring and easy to navigate to create a premium, customer focused experience.
• STORE PERFORMANCE AND SUPPORT
• Work with the DTC Analyst to monitor store KPIs and performance trends analyzing sales, labor, shrinkage, productivity, customer experience metrics, and operational compliance to identify opportunities.
• Support district managers, store managers, and store teams acting as a central point of contact for operational queries, escalations, and guidance.
• Drive operational excellence ensuring stores are equipped to deliver high standards in service, merchandising, and compliance.
• COMPLIANCE
• Ensure operational compliance overseeing adherence to policies, safety standards, and legal requirements.
• Review, develop, and implementation of current and future system capability ensuring commercial, health and safety, and legislative compliance is achieved.
• In conjunction with the DTC L&D Manager, HR, Finance, and other stakeholders, determine what the required needs are and develop Policy and Procedure to support including reporting and compliance.
• REPORTING
• Work with DTC Analyst to ensure accurate and relevant information is used to link business needs and objectives to actions.
• Evaluate overall performance by analyzing and interpreting data and metrics provided by DTC Analyst and other stakeholders. Review and report on progress metrics and timelines to ensure they are clearly communicated and adhered to.

EXPENSE MANAGEMENT

• Controllable expense management including wages, travel, ongoing service agreements, DTC consumables are managed in line with budget.

ASSET PROTECTION

• Leading the stocktake process end-to-end, ensuring accuracy, compliance, and follow-up on variances. Conducting and coordinating investigations into shrinkage (both technical and physical), identifying root causes, and driving corrective actions.
• Overseeing store audit programs, ensuring operational, safety, and compliance standards are consistently met.
• Managing in-store security systems and updating the store security matrix, ensuring appropriate access levels, permissions, and controls are in place.
• Ensuring robust cash-handling procedures, including reconciliation, safe practices, and adherence to policy to minimize risk.
• Partnering with stores and cross-functional teams to reduce shrink, improve controls, and strengthen overall asset protection culture.

SYSTEMS, TOOLS AND TECHNOLOGY

• Develop and refine operational processes creating efficient workflows, policies, and procedures that improve productivity and reduce friction for store teams.
• Assess, review, and manage ANZ DTC systems/processes/tools and their capability to achieve operational goals, legislative compliance, maximization of commercial success, and reporting.
• Identify areas of concern that are not met within current ecosystem. Determine need, risk, and engage global, regional, and local partners to find a solution along with investment required in line with ANZ DTC Director and ANZ Finance team.
• Project manage ANZ DTC needs and collaborate with key partners, stakeholders, internal or supplier to maximize and deliver capability.
• Identify and implement technology improvements working with IT to streamline store operations and enhance efficiency.

TRAINING

• Working closely with the DTC L&D Manager to develop training materials and operational guides that align with strategic initiatives, address operational opportunities, elevate the fan experience, and support the ongoing development of store teams.

PROJECTS

• Support real estate projects including new store openings, closures, and refurbishments coordinating DTC focus areas including operational readiness, systems, staffing, training, and launch execution.
• Lead ad-hoc cross-functional retail projects from planning through execution, ensuring initiatives are delivered on time, on budget, and successfully rolled out across all stores.

Any other ad-hoc reasonable requests from the DTC Director that supports the ANZ Direct To Consumer business.

Our policy is to provide equal opportunity to all persons without regard to race, color, creed, religion, national origin, citizenship, sex, age, sexual orientation, gender identity or gender expression, marital status, physical or mental disability, or other protected classes prohibited by applicable law. Company policy prohibits harassment of applicants or employees on the basis of any protected classes.

LOCATION

Level 7, 11 Eastern Road, South Melbourne, VIC, 3205

FULL TIME/PART TIME

Full time