About The Role
We're seeking a commercially minded and execution-focused Head of Customer Operations to lead end-to-end retail and customer operations across our beauty portfolio - MCoBeauty, Nude by Nature, Esmi Skincare & Poni Cosmetics.
This is a senior leadership role responsible for driving best-in-class in-store execution, leading high-performing teams across Visual Merchandising, Field Operations and Category, and delivering strong commercial outcomes through pricing, promotions, and operational excellence.
You'll play a critical role in connecting Sales, Marketing, and Supply Chain to ensure seamless execution across key retail partners, while elevating the customer experience and strengthening brand presence in-store.
Role & Responsibilities
* Lead customer and retail operations strategy across key retail partners, ensuring strong in-store execution and commercial performance
* Oversee Visual Merchandising to deliver compelling, on-brand retail presentation, planograms, and promotional displays
* Drive Field Operations performance through clear KPIs, coaching frameworks, and effective territory management
* Lead Category Management across Cosmetics, Skincare, Fragrance & Haircare to optimise range, innovation, and growth
* Own promotional planning and pricing execution, ensuring alignment to brand strategy and profitability targets
* Partner cross-functionally with Sales, Marketing, and Supply Chain to deliver seamless execution and continuous improvement
Skills & Experience
* Proven leadership experience in customer operations, retail execution, or commercial operations within Beauty or FMCG
* Track record managing multi-functional teams across field, VM, and category functions
* Strong commercial acumen with experience in pricing, promotions, and driving sales performance
* Deep understanding of beauty categories including cosmetics, skincare, and fragrance
* Experience working with major retail partners in complex, fast-paced environments
* Highly analytical with the ability to translate insights into actionable outcomes and operational improvements
Benefits
* Exclusive employee discounts via the DBG Health Employee Shop, including MCoBeauty, Esmi Skin Minerals, Nude by Nature, e.l.f. Cosmetics, Chemist's Own and more.
* Acacia EAP Wellbeing Support, providing confidential 24/7 counselling, mental health support, financial coaching, and manager assistance.
* Join a values-driven, supportive, and friendly culture within a dynamic, fast-growing business that actively promotes professional development and internal mobility.
* Enjoy the ability to work autonomously in an empowering environment that supports ownership, accountability and personal success.
* Access to the Bastas Academy for Health Leadership (via Melbourne Business School), supporting emerging and senior leaders with industry-leading programs, coaching, and development.
* DBG Health Leadership Academy, offering structured leadership development, mentoring, and clear career progression pathways.
DBG Health is committed to fostering a workplace culture that is safe and accessible for all. We are an equal- opportunity employer and encourage applications regardless of cultural background, gender identity, sexual orientation, disability or neurodiversity. We strive to build a collaborative, inclusive workplace that is representative of the communities we work and live in.
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