Chief Technology Officer

Role Overview

As Chief Technology Officer, you will lead the technology strategy of a growing Australian e-commerce business.

You will oversee the platforms, systems, integrations, data, infrastructure and technology team that support the end-to-end customer and operational journey — from online storefront, payments and inventory through fulfilment, customer service, finance and reporting.

This role requires more than strong technical capability. We are looking for a commercially minded technology leader with strong Emotional Quotient (EQ) and Social Quotient (SQ) who can build trust, influence stakeholders, manage change and lead both technical and non-technical teams effectively.

The ideal candidate will combine: Technical expertise + Commercial judgement + Leadership + EQ + SQ

Objectives of the Role

• Develop and execute a technology strategy aligned with business growth and commercial objectives.

• Build a secure, scalable and reliable e-commerce technology ecosystem.

• Improve the customer journey across website, checkout, payments, fulfilment and post-purchase experience.

• Integrate key business systems to reduce manual work and operational inefficiencies.

• Use data, automation and AI to improve business performance.

• Strengthen cybersecurity, data governance and business continuity.

• Develop and lead a high-performing technology team.

• Build strong relationships across leadership, operations, marketing, finance, vendors and external partners.

Key Responsibilities:

1. Technology Strategy & Commercial Leadership

• Develop and maintain the company's technology roadmap.

• Translate business objectives into practical technology initiatives.

• Advise executive leadership on technology investment, risk and opportunities.

• Evaluate technology based on customer impact, scalability, cost, efficiency and return on investment.

• Manage technology budgets and major technology projects.

• Determine when to build, buy, integrate or replace technology solutions.

1. E-Commerce & Digital Platforms

Oversee the technology supporting the company's online customer journey, including:

• e-commerce platforms;

• website performance;

• product discovery;

• checkout;

• payments;

• customer accounts;

• order tracking;

• customer service;

• returns; and

• post-purchase communications.

Work closely with commercial, marketing and operations teams to improve customer experience, conversion and operational efficiency.

1. Australian Technology Ecosystem

Maintain strong understanding of technology used within the Australian e-commerce and retail market.

Experience with Australian-based or Australia-focused providers is highly regarded, including platforms across:

• e-commerce;

• payments;

• logistics;

• fulfilment;

• ERP;

• CRM;

• inventory;

• order management; and

• customer service.

Examples may include:

• Commerce Vision;

• Tyro;

• eWAY;

• Airwallex;

• Afterpay;

• Shippit;

• Australia Post;

• StarTrack; and

• Australian 3PL and logistics providers.

Global platforms may also be used where commercially appropriate, provided they integrate effectively with the Australian business environment.

1. Systems, Integrations & Operations

• Oversee integrations between e-commerce, ERP, CRM, inventory, OMS, WMS, payments, finance, logistics and customer-service systems.

• Ensure systems exchange information reliably through APIs and appropriate integration architecture.

• Reduce duplicated systems, manual processes and disconnected workflows.

• Maintain documentation of systems, integrations, ownership and critical dependencies.

• Manage technical debt and legacy systems.

• Ensure technology platforms can scale during peak trading periods.

1. Data, AI & Automation

• Establish reliable data and reporting across sales, customers, marketing, inventory, fulfilment, operations and finance.

• Develop clear sources of truth for key business metrics.

• Identify opportunities to automate repetitive and manual processes.

• Evaluate practical uses of AI across areas such as:

• customer service;

• marketing;

• inventory;

• forecasting;

• reporting;

• finance;

• order management; and

• internal operations.

• Ensure AI and automation projects deliver measurable business value.

VI. Cybersecurity, Risk & Compliance

• Maintain appropriate cybersecurity standards across systems, users and vendors.

• Protect customer, payment, employee and commercial information.

• Maintain appropriate access controls, incident-response processes, backups and security monitoring.

• Develop and test disaster-recovery and business-continuity plans.

• Ensure technology practices support relevant Australian privacy and data requirements.

• Maintain appropriate payment-security controls, including PCI DSS where applicable.

VII.Vendor & Project Management

• Evaluate and manage technology vendors, developers, agencies and implementation partners.

• Assess vendors based on functionality, integration, security, scalability, support and commercial value.

• Lead major technology implementations and transformation projects.

• Establish clear project scope, timelines, responsibilities, risks and success measures.

• Ensure technology changes are properly communicated, tested and adopted across the business.

VIII. People Leadership, EQ & SQ

The CTO must demonstrate strong emotional intelligence and social intelligence, including the ability to:

• remain calm and constructive under pressure;

• demonstrate self-awareness and emotional regulation;

• listen actively before proposing solutions;

• understand different stakeholder perspectives;

• communicate complex technology topics in simple business language;

• adapt communication style to executives, technical teams, operational teams and vendors;

• build trust across departments;

• influence without relying solely on authority;

• navigate difficult conversations professionally;

• manage conflict constructively;

• provide clear and respectful feedback;

• coach and mentor team members;

• hold people accountable while maintaining positive working relationships;

• recognise team dynamics and interpersonal issues;

• lead people effectively through organisational and technology change; and

• create an environment where employees feel comfortable raising risks, mistakes and alternative views.

Required Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering or related field, or equivalent experience.

• 5+ years' experience in senior technology leadership such as CTO, Head of Technology, Technology Director or Head of Engineering.

• Experience within an e-commerce, retail, marketplace or digitally enabled business operating in Australia.

• Strong understanding of the Australian e-commerce technology environment.

• Experience with e-commerce platforms, ERP, CRM, inventory, OMS, WMS, payments, logistics or related business systems.

• Strong understanding of APIs, systems integration and cloud technology.

• Experience leading major systems implementations or technology transformation.

• Strong knowledge of cybersecurity, data protection and technology risk.

• Experience managing technology budgets, vendors and external partners.

• Strong commercial and strategic thinking.

• Strong project and stakeholder-management capability.

• Demonstrated ability to lead and develop technology teams.

• Excellent communication and interpersonal skills.

• Demonstrated EQ and SQ, including empathy, self-awareness, active listening, conflict management and stakeholder influence.

Preferred Experience

• Previous technology leadership within an Australian e-commerce or retail business.

• Experience with Australian payments, logistics, fulfilment or commerce platforms.

• Experience integrating ERP, CRM, OMS, WMS, inventory, finance and customer-service systems.

• Experience implementing AI and automation in a commercial environment.

• Experience developing data and business-intelligence capability.

• Understanding of Australian privacy and payment-security requirements.

• Experience with Agile, DevOps or similar technology-delivery practices.

• Relevant certifications in cloud, cybersecurity, IT service management or project management.

Leadership Profile

The successful candidate should be:

• Commercially minded. Understands how technology contributes to revenue, efficiency, customer experience and profitability.

• Emotionally intelligent. Self-aware, empathetic and composed under pressure.

• Socially intelligent. Reads stakeholder dynamics well and adapts communication accordingly.

• Strategic but practical/ Can develop long-term direction while solving immediate business problems.

• Collaborative. Works effectively with technical and non-technical teams.

• Influential. Can gain support without relying on hierarchy.

• Accountable. Takes ownership of problems and outcomes.

• Adaptable. Works effectively in changing and ambiguous environments.

• Customer focused. Considers customer impact when making technology decisions.

• Strong people leader. Can coach, challenge, develop and motivate a team.