Retail Operations Manager

About Heinemann

For us, passion for trading is simply in the genes. The small family business established by the brothers Carl and Heinrich Heinemann in 1879 has developed into a major distributor and retailer for the international travel retail market.

Today we supply an ever-expanding Duty-Free range of global branded goods to international airports, airlines, cruise liners and border shops in 100-plus countries. Our retail operation now serves more than 30 million customers annually offering perfumes and cosmetics, wines and spirits, confectionary, delicacies and much more. Despite our international profile, we remain a family business, and we place great value on people.

For our Heinemann Travel Retail stores located at Gold Coast Airport, we are excited to share an incredible job opportunity for Retail Operations Manager to join the Heinemann family

Your new job includes:

The Retail Operations Manager drive business development by using specialist Retail and Sales knowledge to drive the business and deliver results, whilst controlling costs and embedding a high performance culture in the business. You will be accountable for store performance against financial and Key Performance Indicator targets. In addition, the Retail Operations Manager is responsible for managing all aspects of the store in line with the broader commercial strategy. Your role ensures that the Heinemann Duty Free standard of customer satisfaction is delivered, through leading and developing successful sales teams and the effective management of the day to day operations. Reporting directly to the Head of Sales, the Retail Operations Manager must have the ability to successfully meet the demands in an International Retail business.

• Delivers a high level of customer service both personally and within the team that meets both the company's expectations and brand guidelines
• Ensures consistent high standards of customer service through ongoing effective team training and coaching
• Develops and drives initiatives to ensure a high level of customer service by regularly reviewing customer service results/feedback
• Maintains a profound relationship with vendors and suppliers. In addition, collaboration with Category Team and where required.
• Effective management and resolution of escalated complaints to ensure customer satisfaction and mutually beneficial outcomes
• Maintains physical security of stock, assets, and team.
• Control expenses and minimizes stock loss shortage
• Manage store security, theft prevention, and report any security breaches and concerns.
• Accurate and timely execution of monthly/sporadic promotions.
• Ensures staffing schedule delivers an optimal balance between service and cost efficiency
• Coaching, counselling and developing team members, ensuring correct company policies and procedures are followed
• Ensures compliance and the Competition and Consumer Act and demonstrates an understanding of WHS regulations to ensure a safe work environment for all team members.

What you should bring along

• Previous experience in a similar role or capacity, ideally within the premium Retail / Travel, FCMG or Hospitality Industry.
• Proven leader that is capable of developing a high performing culture in a fast paced, dynamic environment.
• Proven ability to influence at all levels in the business.
• Demonstrates a thorough knowledge of managing a profit and loss with a keen understanding of the requirements associated with strategic planning, forecasting and financial analysis.
• Well-developed communication and coaching skills and the ability to multi task and make things happen.
• Commercially astute and customer centric
• Proficient in MS Office applications, time and attendance software and SAP/R3 (Retail) or similar ERP system.
• Retail Management qualifications are essential.
• Bachelor's degree in Business, Commerce or a related discipline (or equivalent relevant work experience)

What you will get:

• Exclusive Staff Discounts
• Enjoy up to 20% off in-store and a massive 70% off during our legendary Family & Friends Sales.
• Extra Paid Leave
• Celebrate your milestones with an extra day of Annual Leave every anniversary, plus Marriage Leave, Purchased Leave, Paid Parental Leave, and Bereavement Leave.
• Rewards That Reflect Your Value
• We offer competitive pay, annual salary reviews, and a performance-based bonus scheme to recognize your impact.
• Work-Life Balance
• Enjoy free on-site parking, fixed rosters for Retail positions, and depending on the position, 1 work from home day per week for your flexibility.
• Grow With Us
• Fuel your career with learning and development opportunities from hands-on training with our Retail Training Team to e- platforms like LinkedIn Learning and Bridge.
• Make a Difference
• Be part of something bigger through our Diversity, Equity, Inclusion & Belonging Program, and our commitment to Reconciliation.
• Wellbeing First
• Access six free sessions with our Employee Assistance Program as an addition to your personal support system for navigating life's ups and downs, both at work and at home.
• Celebrate You
  – We shine a light on our team through Monthly Heinemann Hero Awards, a $25 Birthday Voucher, and fun social events all year round. We love to celebrate our people