Fleet Merchandising Operations Manager

01 Role PurposeThe Fleet Merchandising Operations Manager owns end-to-end execution of in-store merchandising across the retail fleet. The role translates account plans, refit & launch calendars and trading priorities into a disciplined servicing program that delivers on-shelf standards, protects availability, and converts merchandising investment into measurable sales and margin growth.Success is judged equally on the quality of in-store execution and the financial return it generates.
02 Key Responsibilities
• Fleet strategy. Own the national operating model — store tiering, call frequency, territory design, resource allocation and the rolling 12-month service calendar aligned to the retailer's trading rhythm.• Team leadership. Lead the field support team and wider merchandiser fleet. Set expectations, manage capacity, and build a culture of standards, safety and commercial accountability.• Stakeholder management. Partner with internal operations, finance & business teams, retailer state operations and store managers. Represent field ops in S&OP, range review and launch readiness forums.• Third-party services. Manage 3rd Party merchandising services under defined SLAs. • Safety & compliance. Own WHS and Chain of Responsibility across field travel and store activity. Lead incident reporting, investigation and corrective action.• Reporting & insight. Own the merchandising performance reporting suite. Use sales, SOH and Open PO data to direct field activity to the highest-return opportunities.• Cross-functional. Align with Supply Chain on stock flow, Marketing and Category on launches and promotions, and Finance on budget and ROI.
03 In-Store Servicing
Servicing schedules. Design and run a tiered call cycle (A/B/C/D stores) with frequency calibrated to turnover, complexity and priority. Maintain a master schedule covering cycle calls, new-line cut-ins, planogram resets, promotional builds, seasonal changeovers, recovery visits and ad-hoc retailer callouts. Sequence launches so priority stores are serviced first, and speed-to-shelf targets are met.
Execution standards. Planogram and ranging compliance; full, faced and fronted product with back stock worked to shelf; strip and secondary placement to plan; POS, ticketing and price integrity; fixture condition; photo evidence against a defined shot list; Company & retailer protocols upheld on every call.
Operational outcomes. Lifted on-shelf availability and reduced out-of-stocks; faster speed to shelf on new lines; higher planogram compliance scores; improved call completion against schedule; reduction in repeat issues and aged defects; stronger sell-through on strips and secondary locations post-visit.
04 Financial Performance KPIs Return on investmentCost per call vs sales response per callMerchandising ROI — incremental $ per $ spentNo Shows - Lost SalesBudget performance vs plan Availability & stockOpen PO conversion to shelf within lead timeSOH accuracy post-call Sales & sell-throughSales uplift attributable to servicing (pre/post call) Margin & lossField spend as a % of w/s sales
05 Experience & Capability
ESSENTIAL• 5+ years in retail field, merchandising or account operations, with 3+ years leading a multi-state or national team• Demonstrated experience servicing a major grocery, DDS or specialty retailer fleet• Strong command of merchandising KPIs and confidence reading sales and SOH data to direct field activity• Proven budget ownership and a track record of delivering measurable ROI on field investment• Working knowledge of WHS and Chain of Responsibility as it applies to field workforces• Full Australian working rights and a current driver's license
HIGHLY REGARDED• Experience with Big W, Woolworths or Coles store operations and trading rhythms• Hands-on use of field execution platforms (Scheduling and Monitoring Platforms [Connecteam, or other])• Strong Excel and Reporting skills• Experience managing third-party merchandising services under SLA
BEHAVIOURSOperationally disciplined, commercially literate, direct communicator, hands-on — comfortable in store, in the data and in front of stakeholders in the same day.
06 What's on OfferCompetitive base, tools of trade (vehicle or allowance, laptop, phone), and a direct, fast-moving team that backs operational discipline and commercial outcomes.