Online Manager

                                                                        Online Manager – New World Mt Roskill

Are you an experienced people leader who takes full ownership of results, leads from the front, and thrives in a fast-paced, customer-focused environment?

We are looking for a capable and driven Online Manager to join our leadership team at New World Mt Roskill, leading a growing and high-impact department.

About the Role

As Online Manager, you will have end-to-end accountability for the performance of our Online department. This includes leading your team, owning key customer and operational metrics, and ensuring a consistently high standard of service across picking, packing, delivery, and click & collect.

This is a hands-on leadership role in a department experiencing strong growth. Success in this role requires proactive planning, clear communication, and the ability to lead beyond your rostered shifts to ensure standards are met every day.

Key Responsibilities

• Take full ownership of Online department performance, customer outcomes, and key KPIs.
• Lead, coach, and develop the Online team, setting clear expectations and holding standards consistently.
• Proactively plan and manage the full online order cycle to ensure on-time, accurate delivery.
• Manage rosters, wage budgets, and labour deployment effectively, adjusting plans as demand changes.
• Identify risks early and take action before they impact customers or results.
• Resolve customer enquiries and complaints professionally and promptly.
• Maintain inventory, equipment, and workspaces to required standards.
• Ensure compliance with health & safety, food safety, and store policies.
• Build strong working relationships across the store to deliver seamless outcomes.
• Step in to assist with picking or deliveries when required — this is a role where leaders are visible and involved.

What We’re Looking For

• Proven experience leading a team in a busy operational environment.
• Strong ownership mindset — you take responsibility for outcomes, not just tasks.
• Ability to plan ahead, prioritize effectively, and adapt under pressure.
• Clear communicator who can engage, direct, and motivate a team.
• Comfortable managing performance and having constructive, sometimes difficult conversations.
• Physically fit and able to meet the role’s operational requirements.
• Full clean driver’s license.

Desirable Experience

• Food retail, online fulfilment, or service-led operations experience.
• Confidence using systems and reporting tools.
• Sound numeracy and written communication skills.

Why Join Us?

At New World Mt Roskill, we set high standards and support our leaders to meet them. Online is a critical and growing part of our business, and this role offers the opportunity to shape a department, develop people, and deliver real results for our customers and community.

Roster: Sunday to Thursday