Location Manager

Mayday Recruitment; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Mayday Recruitment partners with a prestigious funeral services organisation to recruit a Location Manager for its Heidelberg location. You will lead a team, drive day-to-day operations, and oversee customer service excellence in a sensitive, service-driven environment.

Key responsibilities include coaching the location team, managing budgets and performance, and building relationships with local businesses and community stakeholders to grow market share and engagement.

Qualifications

• Proven management experience, ideally within a service-driven organisation
• Experience leading, coaching and developing employees
• Experience managing financial or commercial performance against targets
• Experience managing the performance and operations of a specific location, branch, site or team
• Strong customer service and relationship management skills
• Experience developing and maintaining local business or community relationships
• Current unrestricted driver’s licence
• Exceptional communication, interpersonal and organisational skills
• Polished, professional and highly presentable approach
• Strong commercial acumen and ability to balance business performance with customer service excellence
• Calm, mature and compassionate approach when dealing with families and sensitive situations
• Ability to work within established brand, quality, compliance and safety standards

Responsibilities

• Lead, coach and develop the location team, fostering a positive, accountable and high-performing culture
• Set clear standards of performance, conduct and customer service across the location
• Oversee the day-to-day operations of the Heidelberg location, ensuring services are delivered seamlessly and professionally
• Manage location budgets and financial performance
• Monitor case volumes and operational performance, identifying opportunities for improvement and growth
• Ensure all services and customer interactions are delivered in accordance with brand standards
• Personally manage key customer enquiries, feedback and complaints with empathy, professionalism and discretion
• Build and maintain strong relationships with local businesses, community groups, industry stakeholders and key influencers
• Identify opportunities to grow market share, pre-need sales and community engagement
• Support and oversee local marketing and promotional activities in line with brand guidelines
• Ensure the location, facilities, vehicles and equipment are maintained to a high standard
• Ensure compliance with company policies, procedures and Health, Safety & Environment requirements
• Remain hands-on when required, supporting the team with day-to-day funeral operations including arranging, conducting, transfers and viewings

Skills

People management

Customer service

Communication

Commercial mindset

Leadership

Education

Tertiary qualifications in Business or a relevant discipline

Justice of the Peace qualification (or willingness to obtain within six months)

Job description

MAYDAY Recruitment is partnering with a highly regarded and prestigious organisation within the funeral services sector to recruit a Location Manager for its Heidelberg location.

This is an exciting opportunity for an experienced people leader to take responsibility for the day-to-day management and performance of an established funeral services location, combining commercial acumen, operational leadership and exceptional customer service.

The ideal candidate will be polished, composed and commercially minded, with a genuine ability to lead a team, build strong community relationships and ensure every family receives an exceptional experience during what can be one of the most difficult times in their lives.

Key responsibilities include:

• Lead, coach and develop the location team, fostering a positive, accountable and high-performing culture
• Set clear standards of performance, conduct and customer service across the location
• Oversee the day-to-day operations of the Heidelberg location, ensuring services are delivered seamlessly and professionally
• Manage location budgets and financial performance
• Monitor case volumes and operational performance, identifying opportunities for improvement and growth
• Ensure all services and customer interactions are delivered in accordance with brand standards
• Personally manage key customer enquiries, feedback and complaints with empathy, professionalism and discretion
• Build and maintain strong relationships with local businesses, community groups, industry stakeholders and key influencers
• Identify opportunities to grow market share, pre-need sales and community engagement
• Support and oversee local marketing and promotional activities in line with brand guidelines
• Ensure the location, facilities, vehicles and equipment are maintained to a high standard
• Ensure compliance with company policies, procedures and Health, Safety & Environment requirements
• Remain hands‑on when required, supporting the team with day‑to‑day funeral operations including arranging, conducting, transfers and viewings

About You

• We are looking for an experienced people manager with a strong service background who is confident taking ownership of a location and leading a team.
• You will be polished, professional and highly emotionally intelligent, with the ability to build trust quickly with families, employees, community stakeholders and industry partners.
• You will bring a commercial mindset and understand how to balance financial performance with exceptional service delivery

Essential:

• Proven management experience, ideally managing a team within a service-driven organisation
• Demonstrated experience leading, coaching and developing employees
• Experience managing financial or commercial performance against targets
• Experience managing the performance and operations of a specific location, branch, site or team
• Strong customer service and relationship management skills
• Experience developing and maintaining local business or community relationships
• Current unrestricted driver's licence
• Exceptional communication, interpersonal and organisational skills
• A polished, professional and highly presentable approach
• Strong commercial acumen and the ability to balance business performance with customer service excellence
• A calm, mature and compassionate approach when dealing with families and sensitive situations
• Ability to work within established brand, quality, compliance and safety standards

Desirable:

• Previous experience within the funeral services industry
• Management experience within hospitality, retail, sales or another highly service-driven environment
• Experience managing a customer-facing location, branch or small business
• Understanding of funeral service operations, or the ability to quickly develop industry knowledge
• Tertiary qualifications in Business or a relevant discipline
• Justice of the Peace qualification, or willingness to obtain this within six months

Why Apply?

• Join a prestigious and highly respected organisation within the funeral services sector
• Lead an established Heidelberg location and make a genuine impact within the local community
• Take ownership of both people and commercial performance
• Build a meaningful career where the quality of your leadership directly impacts families and their experience
• Receive comprehensive training and ongoing professional development
• Work alongside an experienced and supportive team
• Be part of an organisation that values customer service, culture, leadership and community connection
• Develop your career within an essential and highly respected industry

If you are an experienced people leader with a polished, professional approach and a strong service mindset, and are looking for an opportunity where you can combine leadership, commercial performance and genuine community impact, we would love to hear from you.