Commercial Manager

**Position Overview**

The Commercial Manager is responsible for driving revenue growth and ensuring the financial sustainability of the heritage railway's commercial operations, with a primary focus on two cafés, on-board services, and the financial management around them. This role requires a strategic leader with strong commercial hospitality capabilities while delivering an exceptional customer experience.

The Commercial Manager role is shared, with two individuals working collaboratively to manage commercial functions. Each Commercial Manager works four days per week (option to work 5 in this position), with responsibilities divided based on expertise and workload demands. Both managers will cross-train and provide coverage for each other to ensure seamless operations during leave or peak periods. This structure requires strong teamwork, clear communication, and coordinated decision-making.

**Key Responsibilities & Essential Criteria**

**Commercial Leadership & Revenue Growth**
- Lead and implement a commercial strategy to maximise revenue across business units
- Identify new revenue opportunities
- Monitor market trends and competitor activities to inform business activity and performance
- Set and achieve financial targets for hospitality and on-board operations
- Manage monthly meetings for commercial operations

**Customer Experience & Service Delivery**
- Ensure high standards of customer service across all commercial touchpoints
- Work closely with F&B Manager, Sales and Marketing Manager, on-board stewards, and café teams to enhance the passenger experience
- Lead and collaborate with Customer Experience Supervisor
- Internal and external compliance and discipline delivery

**Cafés & On-Board Operations**
- Provide strategic leadership to enhance performance of both cafés and on-board services, ensuring profitability and quality
- Overall lead in developing menus, pricing strategies, and supplier relationships to optimise cost and experience
- Oversee the hiring, training, and scheduling of café, on-board supervisor, and stewards
- Work to continuously enhance the on-board experience for passengers

**Retail Operations**
- Oversee the small retail operation relating to alcohol and food products, ensuring a well-curated product range that aligns with customer demand
- Optimise inventory management and supplier relationships to improve margins
- Oversee all aspects of company stocktake procedures

**Financial Management & Reporting**
- Assist payroll processing and batch payment functions to ensure timely and accurate staff compensation in shared partnership with another commercial manager or other trained staff
- Prepare performance reports for commercial and management meetings
- Monitor financial performance against targets and implement corrective actions as needed

**Stakeholder & Team Leadership**
- Lead and support teams across commercial units, including café staff, retail employees, and on-board service personnel through a structure of managers and supervisors
- Work closely with Sales and Marketing Manager to align commercial strategies
- Oversee performance management and staff personal development
- Collaborate effectively with co-commercial Manager, ensuring smooth operations and effective task division

**Key Requirements**
- Proven experience in a commercial management role, preferably in tourism and hospitality
- Strong financial acumen and ability to manage budgets
- Excellent leadership and team management skills
- Strong customer experience
- Good understanding of customer experience principles
- Excellent communication and stakeholder engagement skills
- High level knowledge of food safety, managing busy BOH/FOH within a tourism industry setting a distinct advantage
- Able to work on call rostered weekend Saturday in season

**Desirable Requirements**
- Resides or prepared to relocate to the West Coast of Tasmania (this is not a DIDO employment opportunity)
- Has strong knowledge of the West Coast of Tasmania
- Capable of working and living in a remote location

**Key Performance Indicators (KPIs)**
- Revenue growth across a hospitality setting
- Customer satisfaction and service quality scores
- Operational efficiency and cost control.
- Employee engagement and performance metrics.
- Successful implementation of commercial initiatives and partnerships.

**Why Join WCWR?**

This role presents an exciting opportunity for a commercially driven professional to contribute to the success and sustainability of a unique heritage railway experience. Operating in the remote and rugged West Coast of Tasmania, WCWR is a key tourism drawcard, offering both challenges and opportunities for an innovative and strategic commercial leader.

Staff are required to undergo a National Police Check. WCWR has zero tolerance for drugs and alcohol in the workplace and conducts random drug and alcohol tests. WCWR is committed to high standards of Work Health and Safety among its workforce and expects