eCommerce Operations Executive

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Twinings & Co has a proud history spanning over 300 years and operates on a global scale. With strong brand positioning we are viewed as a market leader in our field. The Australian operations continue to enjoy a positive growth trajectory. We are a high performing business that is focused on employing the best talent in the market to deliver on the business’ clear vision for success.

Job Purpose

The eCommerce Operations Executive looks after day-to-day activity across Amazon and eGrocery, keeping product listings up to date, coordinating retail media campaigns and reporting on results.

The role works with Sales, Supply Chain, Marketing, Finance, agencies and retailers to keep products available and easy to find online, fix listing and content issues, and improve the online shopping experience.

This is a hands-on role with responsibility for routine tasks and follow-up. More complex issues and decisions on budgets or strategy sit with the National Business Manager - eCommerce.

Key Responsibilities

Amazon Catalogue Operations

• Keep the Amazon catalogue accurate and up to date in Vendor Central
• Create and update ASINs, EAN/GTIN mappings, product details and variations
• Check listings and fix issues that prevent products from being found, ordered or purchased
• Raise and follow up cases with Amazon Vendor Central Support, escalating issues that need further help
• Gather product data, GS1 documents and information from internal teams to set up or correct listings
• Track open catalogue issues, who is responsible and what needs to happen next

eGrocery Digital Shelf & Product Content

• Keep product information accurate, complete and up to date across eGrocery sites
• Maintain the eCommerce product and content library, including images, descriptions, specifications and product details
• Update content for new products, range changes and packaging changes
• Use retailer and digital shelf tools to check product content, availability and search visibility
• Help coordinate ratings and reviews activity and track which products are covered
• Work with internal teams, agencies and retailers to gather content and images, get approvals and publish updates

Retail Media & CitrusAd Coordination

• Set up and manage CitrusAd and other retail media campaigns using approved briefs, budgets and plans
• Check campaign settings, products, dates and creative before launch
• Track click-through rate, cost per click, return on ad spend and conversion, and adjust campaigns within agreed limits
• Report on campaign results, what worked and what needs to change
• Align campaigns with promotions, new product launches and key trading periods
• Seek approval for budget changes or changes to campaign strategy, and flag significant performance issues

eCommerce Operations, Reporting & Analysis

• Help set up promotions, update pricing, check online availability and complete retailer portal tasks
• Investigate day-to-day issues affecting online sales or the shopping experience and work with the right teams to resolve them
• Prepare regular reports on Amazon, eGrocery, digital shelf and retail media activity
• Review sales, availability, traffic, conversion and campaign results to highlight risks, trends and opportunities
• Keep trackers, process guides and operational records up to date
• Provide data and updates to support forecasts, budgets and customer plans

Skills, Knowledge and Expertise

Essential

• Experience in eCommerce operations, digital merchandising, marketplace support, retail media, product content or a similar role
• Experience updating online product listings, SKU data or content through retailer portals, marketplaces or content systems
• An understanding of how product content, search visibility and availability affect online sales
• Intermediate Excel skills, including filters, lookups, pivot tables and basic data analysis
• Attention to detail and the ability to organise competing tasks, meet deadlines and keep track of open issues
• Clear written and verbal communication, with confidence following up with others and asking for help when needed
• A practical approach to solving problems and willingness to learn new systems and processes

Desirable

• Experience with Amazon Vendor Central, CitrusAd or another retail media platform
• Experience in FMCG, retail, consumer goods or an agency working with retail clients
• Some experience with ratings and reviews, digital shelf or product content platforms
• Experience with product information or digital asset systems, content management tools, Power BI, Profitero, NIQ or similar tools
• Familiarity with Amazon, Woolworths or Coles online platforms

Benefits

• Additional 1% Superannuation
• Flexible / Hybrid working options
• Birthday Day Leave
• Discounted Twinings Co products
• Access to LinkedIn Learning
• Access to ABF Networking, connect, collaborate, and grow across the ABF Group.