Assistant Store Manager: Lead, Coach & Elevate Customer Experience

Cari; Hornsby; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Employee discounts

Parental leave

Counselling services

Diversity networks

Wellbeing support

Job summary

Optus in Hornsby is seeking an enthusiastic Assistant Store Manager / 2IC to lead a high‑performing retail team and deliver outstanding customer experiences. You’ll support the Store Manager with coaching, daily operations and a culture that puts customers first.

You’ll empower teammates, handle escalations with calm professionalism and drive performance through engagement, training and collaboration. This is a hands‑on leadership role in a fast-paced retail environment.

Qualifications

• Leads by example to develop a high‑performing team.
• Coaches and mentors team members to deliver memorable customer experiences.
• Manages store operations with a focus on efficiency and customer satisfaction.

Responsibilities

• Lead by example, supporting your Store Manager to create a positive, high-performance culture where your team feels motivated, included and confident to shine.
• Support the store manager to coach, mentor and develop team members through guidance, feedback and day-to-day support, helping them deliver exceptional customer experiences.
• Help to maintain an energised, customer first environment that feels warm, welcoming and inspiring for both customers and your team.
• Support smooth daily operations, from team coordination to service delivery, while finding opportunities to uplift performance, efficiency and customer experience.
• Handle escalated customer enquiries with calm professionalism, modelling effective de-escalation techniques and guiding the team through various situations.
• Help to drive team engagement by celebrating wins, supporting goal setting, encouraging continuous learning and strengthening collaboration.

Skills

People leadership

Customer service coaching

Calm under pressure

Retail operations

Team engagement

Job description

Optus in Hornsby is seeking an enthusiastic Assistant Store Manager / 2IC to lead a high‑performing retail team and deliver outstanding customer experiences. You’ll support the Store Manager with coaching, daily operations and a culture that puts customers first.

You’ll empower teammates, handle escalations with calm professionalism and drive performance through engagement, training and collaboration. This is a hands‑on leadership role in a fast-paced retail environment.