Retail and Service Manager

**Job Summary**:
We are seeking a dynamic and customer-centric Retail and Service Manager to lead and enhance our service operations. This role is key to ensuring our customers receive an exceptional experience while driving customer retention and loyalty. As the Retail and Service Manager, you will oversee daily service delivery, supervise staff, and implement policies that ensure compliance with service standards. Your focus will be on optimizing customer satisfaction, boosting business growth, and fostering a positive environment for both staff and clients.

The position covers retail, and service industry leadership, ensuring compliance with occupational health and safety regulations, customer engagement strategies, and staff training.

**Key Responsibilities**:
**Service Operations & Customer Experience Management**
- Plan and organize service delivery programs, including special functions, events, and promotional campaigns.
- Develop and review policies, programs, and procedures concerning customer relations, service offerings, and business performance.
- Monitor customer satisfaction metrics and ensure a high standard of service delivery across all interactions.
- Handle customer feedback, complaints, and dispute resolution, ensuring timely and professional responses.
- Supervise daily customer engagement activities, including retention initiatives and personalized service programs.

**Business Development & Compliance**
- Oversee marketing and promotional strategies to attract and retain customers.
- Ensure compliance with industry regulations, including occupational health and safety and consumer protection laws.
- Promote facilities, services, and membership benefits to potential customers and business partners.
- Assist in managing product selection, stock levels, and service standards, ensuring business efficiency.
- Develop and execute strategic initiatives to improve customer retention and loyalty.

**Staff Leadership & Training**
- Recruit, train, and supervise customer service staff to maintain high service standards.
- Implement training programs focused on customer service, retention strategies, and compliance procedures.
- Monitor staff performance, provide coaching, and lead team meetings to reinforce business goals.
- Develop employee engagement initiatives, fostering a positive and service-oriented workplace culture.

**Administrative & Reporting Responsibilities**
- Maintain accurate customer records, retention reports, and service performance metrics.
- Conduct market research and customer behaviour analysis to improve service offerings.
- Oversee billing, account management, and service-related administrative tasks.
- Prepare management reports and recommendations on customer engagement strategies and service improvements.

**Qualifications**:
**Key Skills & Qualifications**:

- **Diploma, Advanced Diploma, or Associate Degree** in **Business, Hospitality, Retail, or Service Management** (or equivalent experience).
- At least **three years of relevant experience** in customer service, hospitality, or retail service management.
- Strong **leadership, organizational, and customer relationship management skills**.
- Experience in **service operations, team supervision, and policy implementation**.
- Ability to **develop, review, and implement customer service procedures** aligned with **industry regulations**.
- Strong problem-solving and **conflict resolution skills** to manage **customer disputes effectively**.

**How to Apply**:
Pay: $73,150.00 - $79,500.00 per year

Work Authorisation:

- Australia (preferred)

Work Location: In person

Application Deadline: 03/04/2025