Retail Manager

2 weeks ago

Gold Coast, Queensland, Australia Scentre Group Full time

Our Story
Scentre Group is the owner and operator of 42 Westfield living centres in Australia and New Zealand. Our purpose is to create extraordinary places, connecting and enriching communities.


A career with Scentre Group fosters the chance to be part of a company that is transforming the digital and physical retail space.

You will have the opportunity to work with great people and add value to a tangible product you can see.


Your opportunity


We have an amazing opportunity for a
Retail and Customer Experience Manager to join the Centre Management team at
Westfield Coomera.

Reporting to the Centre Manager, the Retail and Customer Experience Manager is the voice of the customer, partner of the retailer, and the eyes and ears of the Centre.

It is important to note that this exciting role can also be a pathway into Centre Manager roles.

Your key responsibilities will include:

  • Lead, Coach and develop the Services team which includes Concierge, Car Park and Westfield Direct
  • Champion and bring to life our Service Values. in the Services team and broader Customer Experience team to ensure that they can deliver extraordinary customer experiences every day
  • Manage Services team performance, succession planning, recruitment, induction, and development of talent as required
  • Providing strong leadership and direction to the Services Team
  • Contribute to customer and retailer focused activities that cover the daytoday management and operations of the Centre and excellent everyday presentation
  • Building strong relationships with Centre retail staff, customers, and community stakeholders
  • Identifying areas of strategic opportunity in relation to retailers and customers, creating short and longterm roadmaps that contribute to improved retailer and Centre performance
  • Acting as a change advocate, initiating, and supporting new programs that impact the retailer and customer experience and overall business performance
  • Resolving issues and influencing internal stakeholders to deliver the best business outcomes
  • Dealing with Centre incidents and emergencies in accordance with company procedures
  • Willingness to act as Duty Manager from time to time on a rotating roster with the rest of the Centre Management Leadership Team
  • To engage with multiple stakeholders and influence the Retail Delivery process
  • Review, analyse and report on all commercial and customer data to capture insights, realise opportunities, and optimise results
  • Budget Management

What will set you apart from the rest?

  • You are passionate about customers, the experiences they have and finding new ways to increase customer satisfaction.
  • You are an innovative, passionate, dynamic, and selfmotivated individual who enjoys working in a high performing culture
  • Strong leadership skills where you have demonstrated the ability to build a high performing customer facing team
  • Experience in rostering, budgeting, and reporting
  • A strong people leader with the right mindset who ensures the delivery of the ultimate customer experience every day for our shoppers
  • Solid in their commercial acumen, with high levels of curiosity, ability to influence and identify opportunities that will increase income streams
  • Entrepreneurial in spirit, a team player with passion and integrity
  • Experienced with a national retailer, wholesaler, hospitality or entertainment, leisure organisation

What sets us apart from the rest?

  • Competitive benefits including 18 weeks parental leave (no qualifying period), volunteer days to work with our charity partners, health, and wellbeing discounts
  • Life Leave additional five days paid leave to use however you like on top of your four weeks annual leave


 Diverse career paths
  • Opportunities to cross skill and develop working with over 70 different professions within the team.
Our diverse and inclusive workforce is not only something we're proud of, but something we're committed to.

We encourage and support our people to bring their 'whole selves' to work every day because we believe our differences contribute to our success and ensures a workforce that reflects the customers we serve, in the communities in which we operate.


This commitment is backed by executive and employee-led working groups including LGBTI, gender equity, mental health & wellbeing, working flexibility and disability alongside other initiatives.

Aboriginal and Torres Strait Islander peoples are encouraged to apply.

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