Retail Manager

About the role

Brooklyn Donuts Hornsby is looking for an experienced and motivated Retail Manager to lead our busy café and retail store in Hornsby. This is a hands-on leadership role where you'll work alongside your team to deliver exceptional customer service while overseeing all aspects of daily store operations. You'll be responsible for driving sales, leading and developing the team, managing inventory, maintaining operational standards, and ensuring the business consistently delivers an outstanding customer experience.

Key responsibilities

• Oversee the day-to-day operation of the Hornsby store, ensuring the store is properly staffed, stocked and ready for trade throughout the day.

• Lead and supervise the store team across daily shifts, allocating responsibilities and providing hands-on support during busy trading periods.

• Prepare staff rosters based on expected customer traffic, trading hours and operational requirements, while monitoring labour costs and arranging shift coverage when required.

• Recruit and onboard new team members and provide ongoing training in customer service, product knowledge, POS procedures, food handling and store operating standards.

• Monitor the quality and presentation of donuts, coffee, frappes and other products to ensure customers receive consistent products that meet Brooklyn Donuts' standards.

• Manage stock levels for donuts, ingredients, beverages, milk, coffee supplies, packaging and other store consumables, including placing orders and coordinating deliveries.

• Conduct regular stocktakes and monitor product usage, spoilage and wastage, adjusting ordering levels based on sales patterns and customer demand.

• Monitor daily and weekly sales performance, customer traffic and product demand and identify opportunities to improve store sales and overall performance.

• Ensure the team delivers fast, friendly and consistent customer service, particularly during peak shopping centre trading periods.

• Handle customer enquiries, feedback and complaints and resolve service or product issues in a professional and timely manner.

About you

• At least two years' experience in a Retail Manager or similar leadership role.

• At least a relevant Diploma-level qualification or higher.

• Demonstrated experience leading and developing a team in a fast-paced retail or hospitality environment.

• Strong understanding of rostering, labour management, inventory control and budgeting.

• Excellent communication, leadership and organisational skills.

• Ability to analyse business performance and implement strategies to improve sales and customer satisfaction.

• Experience using POS systems and Microsoft Office applications.

• Food Safety Supervisor Certificate (or willingness to obtain) is desirable.

About us

Brooklyn Donut & Coffee Co is one of Australia's leading premium donut and specialty coffee brands, known for delivering handcrafted donuts, exceptional coffee and outstanding customer service. We are passionate about developing great leaders and providing career growth opportunities within our expanding business.

Benefits

• Competitive salary package.

• Career progression opportunities within a growing national brand.

• Ongoing leadership training and development.

• Supportive and collaborative management team.

• Staff discounts.

• Work in a fun, energetic and customer-focused environment.