Store Operations Manager

3 weeks ago

Sydney, New South Wales, Australia Baby Village Full time
Job Title: Store Operations Manager

Locations: Split between Baby Village Alexandria (store and head office) and Baby Village Miranda

Employment Type: Permanent Full-Time or Part-Time

Compensation: Salary package + performance bonus dependent on hours, to be discussed at interview stage

Reports To: CEO

About Baby Village

Baby Village is one of Australia's most trusted destinations for baby products and expert advice. With stores in Miranda and Alexandria, we're known for our warm service, curated range, and commitment to supporting families through every stage of parenthood.

The Store Operations Manager is a critical role in our growth plans—supporting our unified retail model, driving operational excellence, and empowering our team to deliver exceptional customer experiences. Success in this role is about ensuring that the floor manager structure in each store is strong, consistent, and able to operate independently.

This is a hands-on administrative and leadership role, with minimum two in-store weekend days per month to stay closely connected to team dynamics, customer experience, and weekend trade tempo. This is a family friendly role with the option to work part-time during school hours.

Key Responsibilities

Store Operations & Process Improvement
  • Maintain and improve store procedures to ensure consistency, efficiency, and compliance
  • Assist with new store rollouts, including setup, training, and operational readiness
  • Manage in-store staff incentive programs to drive performance and engagement
  • Represent both stores in the weekly trade meeting with the Baby Village Head Office team, sharing insights and feedback
  • Monitor foot traffic counters and collect commentary from store staff to report back to management

Staff Training & Development
  • Ensure floor managers an in-store teams are aligned and working towards sales and margin targets
  • Deliver training on customer-led sales techniques and product knowledge
  • Provide Baby Village Gift Registry training to ensure consistent service and expertise
  • Mentor floor managers (no formal store managers) and support team development
  • Work in-store two weekend days per month to stay connected with team dynamics and weekend trade tempo
  • Provide lunch break coverage and hands-on support during busy periods to both front-end retail and online customer service teams

Online Fulfilment & Customer Support
  • Supervise in-store fulfilment of online orders, ensuring speed, accuracy, and customer satisfaction
  • Support the online customer service team with product queries, returns, and escalations
  • Strengthen Baby Village's unified retail model by fostering close collaboration between the online customer service team and in-store front-end staff
  • Create shared processes and communication flows that enhance customer experience across both channels

Staff Rostering & Scheduling
  • Build and manage weekly rosters across both stores, with labour ratios aligned to trade patterns and budget targets
  • Adjust staffing plans for school holidays, peak periods, and team availability

Inventory Control
  • Monitor and manage inventory levels across both locations
  • Coordinate stock transfers, deliveries, and stock counts to maintain accuracy and availability

Visual Merchandising
  • Oversee visual merchandising standards across both stores, ensuring alignment with brand guidelines
  • Plan and execute seasonal displays and promotional setups to enhance customer engagement

What You'll Bring
  • Proven retail management and retail sales experience is essential.
  • Experience in multi-site retail operations, rostering, and/or inventory control would be an advantage.
  • Strong leadership and communication skills with a collaborative, hands-on approach.
  • Passion for training and empowering teams to deliver exceptional customer service.
  • Basic MS Office skills – Word, excel, powerpoint.

Why Join Baby Village?
  • Flexible work options: full-time or part-time considered
  • Supportive, family-friendly culture
  • Opportunity to shape store operations and grow with the business
  • A meaningful role in a brand that supports families every day

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