Retail Manager
Business: FLIP OUT Gladesville
Address: Gladesville NSW 2111
Employment Type: Full-time, Ongoing
Salary: AUD $75,000 – $85,000 per annum plus superannuation
About the Business
FLIP OUT Gladesville operates as a leading indoor family entertainment and recreation centre within Australia's FLIP OUT network, providing customers with a safe, engaging, and high-quality leisure experience. The business offers a wide range of attractions and services, including trampoline activities, children's birthday parties, group bookings, school holiday programs, corporate events, café services, and general recreational activities for individuals and families.
Committed to exceptional customer experiences, safety, and operational excellence, FLIP OUT Gladesville maintains high standards across customer service delivery, workforce management, venue operations, and regulatory compliance. The business serves a diverse customer base comprising families, schools, community groups, and corporate clients, operating within a fast-paced and customer-focused environment that requires effective operational leadership and efficient coordination of multiple service offerings.
Position Overview
The Retail Manager is responsible for the end-to-end management of FLIP OUT Gladesville's daily operations, ensuring efficient venue performance, exceptional customer service, strong financial outcomes, and effective workforce leadership. The role requires hands-on operational involvement within a dynamic entertainment and hospitality environment and accountability for workforce management, customer experience, venue operations, inventory control, and compliance with all applicable workplace health and safety requirements.
This is a senior operational role suited to an experienced retail, hospitality, or leisure operations professional who thrives in a structured, customer-focused, and performance-driven environment and possesses strong leadership, organisational, and problem-solving capabilities.
Key Responsibilities
Venue Operations & Performance
- Plan, coordinate, and manage the daily operations of the venue to achieve customer service, productivity, and business performance targets.
- Ensure compliance with all workplace health and safety obligations, operational procedures, and venue safety standards.
- Monitor key operational performance indicators including labour costs, revenue performance, customer satisfaction outcomes, and operational efficiency.
- Coordinate venue workflows during peak trading periods, school holidays, party bookings, and special events to maintain service excellence.
- Identify opportunities to improve operational processes, customer experiences, and service delivery standards.
- Oversee opening and closing procedures and ensure the venue is maintained to the highest operational standards.
People Leadership & Team Management
- Recruit, train, roster, supervise, and motivate venue employees including customer service staff, party hosts, café attendants, supervisors, and operational team members.
- Provide ongoing coaching, performance management, and staff development consistent with business objectives and operational expectations.
- Foster a positive and collaborative workplace culture that promotes teamwork, accountability, customer service excellence, and operational efficiency.
- Monitor employee performance and ensure adequate staffing levels are maintained throughout trading hours and special events.
- Promote compliance with workplace policies and ensure adherence to employment obligations and organisational standards.
Customer Experience & Service Delivery
- Oversee customer service delivery across general admissions, birthday parties, group bookings, school programs, and café operations.
- Resolve customer complaints and service issues promptly and professionally to maintain customer satisfaction and business reputation.
- Maintain high standards of venue presentation, cleanliness, safety, and customer engagement at all times.
- Coordinate customer bookings and ensure scheduled activities are delivered efficiently and in accordance with operational requirements.
- Support customer service initiatives aimed at enhancing the overall visitor experience and encouraging repeat patronage.
Inventory Management & Cost Control
- Manage inventory levels relating to café supplies, merchandise, operational consumables, and venue requirements.
- Conduct regular stocktakes and monitor inventory usage, wastage levels, and operational expenditure.
- Implement effective cost control measures to support profitability objectives and operational efficiency.
- Ensure venue equipment, POS systems, and operational assets are maintained and functioning efficiently.
- Coordinate with suppliers, contractors, and support service providers regarding operational requirements when necessary.
Compliance & Administration
- Ensure compliance with workplace health and safety legislation, food safety requirements applicable to café operations, and internal operational policies and procedures.
- Prepare operational reports, sales summaries, labour reports, booking reports, and performance documentation as required.
- Maintain accurate records relating to staffing, inventory management, customer bookings, and operational performance.
- Implement and monitor company policies, procedures, and operational guidelines across all aspects of venue management.
- Support ongoing compliance audits, venue inspections, and operational assessments where required.
Skills & Experience
Essential Requirements
- Proven experience in retail, hospitality, entertainment, or leisure operations management within a fast-paced operational environment.
- Demonstrated leadership capability with experience managing teams, employee rostering, and operational workflows.
- Strong understanding of inventory management, cost control principles, and customer service management.
- Excellent organisational, communication, and problem-solving skills.
- Ability to work effectively under pressure while maintaining high service and safety standards.
- Flexibility to work evenings, weekends, school holidays, and public holidays as required by operational needs.
- Preference will be given to suitably qualified Australian Citizens and Permanent Residents.
Preferred Qualifications
- AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2); or
- At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances, relevant experience and/or on-the-job training may be required in addition to formal qualifications.
- Previous experience within family entertainment, hospitality, retail, or customer-focused service industries will be highly regarded.
- Current Food Safety Certification and First Aid qualifications or willingness to obtain are desirable.
- Experience using point-of-sale systems, workforce management tools, and booking management systems will be highly regarded.
Work Environment
The Retail Manager role is highly operational and requires active participation on the venue floor alongside employees throughout daily operations. The position demands excellent time management skills, resilience under pressure, strong leadership capabilities, and the ability to manage multiple operational priorities simultaneously within a high-volume customer service environment. The successful candidate will be expected to lead by example, maintain operational excellence, uphold customer safety standards, and contribute positively to the ongoing success and growth of FLIP OUT Gladesville.
Pay: $75,000.00 – $85,000.00 per year
Work Location: In person
