• Provide effective leadership and management to Retail Service Merchandiser/Lead Merchandiser team in assigned geographic area by interviewing and hiring candidates, onboarding, and training new associates, managing performance and career development, managing conflict and personnel issues, and providing coaching and support. • Develop a strong understanding of the company’s business model, Client and Customer details and expectations, and the specific details of the project work processes. Work in the field periodically to better understand project requirements. Provide backup support for project work as needed. • Manage assigned project work to completion, on time, and with high quality results. Review project details to verify schedule is accurate and achievable, and supporting documentation is current and correct. Assign project work to Retail Service Merchandisers/Lead Merchandisers and ensure that all jobs have the appropriate level of support. Monitor progress and audit project work. Answer questions, solve problems, resolve personnel issues, and adjust resources as needed. Ensure the delivery of all materials, supplies and equipment necessary for assigned project work. • Partner with store personnel and team to achieve and maintain merchandising excellence, discuss schedules and changes, meet goals and expectations, and build an effective working relationship. Be proactive in alerting management to any unsafe act or condition to prevent injuries. • Report and discuss observations, issues, and business solutions with Market Manager. • Effectively and accurately work with web-based applications to receive notification of project work, receive and review work documentation and information, maintain Retail Service Merchandiser/Lead Merchandiser profiles and assign project work, monitor progress and status of project work, record and manage work mileage, work expenses, and work time and attendance, and complete and manage training activities. Utilize and fully understand the company’s retail reports and reporting systems. • Effectively and accurately prepare, process, submit, and manage documentation related to assigned project work and Retail Service Merchandiser/Lead Merchandiser team. • Other duties as assigned

• Manage customer-facing projects, ensuring timely delivery and high-quality outcomes • Collaborate with service and sales teams to align resources with customer requirements • Monitor SLAs and internal metrics; implement remediation plans when needed • Identify trends in customer or department activity and develop action plans • Draft and review project SOWs, develop project plans and schedules • Create documentation and provide training on processes and policies • Maintain an individual caseload while supporting the team and covering absences • Model behaviors aligned with Optus’ Core Values and Code of Ethics • Train, guide, and develop direct reports to meet organizational goals • Facilitate team meetings, hold one-on-ones, and address performance issues • Provide guidance on complex problems and customer interactions • Drive process improvements through suggestions, teams, and root cause analysis • Engage directly with customers to ensure satisfaction • Perform other duties as assigned

• Developing and managing detailed project plans, including timelines, budgets, and resource allocation to ensure successful project delivery. • Leading cross-functional project teams, coordinating efforts to meet project objectives, and facilitating effective communication and collaboration. • Monitoring project progress, identifying potential risks and issues, and implementing strategies to address challenges and keep projects on track. • Engaging with stakeholders to manage expectations, provide updates, and ensure alignment with project goals and organizational objectives. • Preparing and presenting project reports, status updates, and performance metrics to senior management and other stakeholders.

• Developing and managing detailed project plans, including timelines, budgets, and resource allocation to ensure successful project delivery. • Leading cross-functional project teams, coordinating efforts to meet project objectives, and facilitating effective communication and collaboration. • Monitoring project progress, identifying potential risks and issues, and implementing strategies to address challenges and keep projects on track. • Engaging with stakeholders to manage expectations, provide updates, and ensure alignment with project goals and organizational objectives. • Preparing and presenting project reports, status updates, and performance metrics to senior management and other stakeholders.