Retail Service Manager - Lead Customer Experience

Baby Bunting Pty; Sydney; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Training pathways to growth

Amazing team discounts

Paid parental leave

Employee Assistance Program

Competitive salary

Supportive team culture

Job summary

Baby Bunting is Australia’s leading nursery retailer and a community for families. We are seeking a Service Manager to lead a high-performing team, deliver exceptional customer experiences, and drive store performance.

You will work with store management to develop leadership skills, run daily operations, and grow your career in retail leadership with unlimited growth potential. Roster is Tuesday to Saturday, full-time permanent position.

Qualifications

• Background in customer service, ideally in retail or hospitality.
• Proven track record of meeting/exceeding sales targets and KPIs.
• Natural leadership qualities that motivate and inspire others.
• Clear, effective communication and ability to engage with customers and team.

Responsibilities

• Guide and support the team to connect with customers, educate them on products, and build lasting relationships.
• Maintain store visuals and promotional displays to reflect brand standards.
• Promote safety by upholding OH&S standards at all times.
• Manage KPIs including Safety, Sales, Loyalty, and NPS.

Skills

Customer service

Sales targets

People leadership

Communication

Job description

Baby Bunting is Australia's largest nursery specialty retailer, but we're much more than that. We're a growing community dedicated to supporting parents through every step of their journey. Our purpose? To share in the joy and provide support through the challenges of raising little ones by empowering parents to make the best choices for their families.

🚀 Step Into Leadership: Become a Service Manager at Baby Bunting! 🍼

Are you passionate about creating exceptional customer experiences and inspiring a high-performing team? We’re looking for a Customer Service Manager to help deliver personalised, impactful service and drive a positive team culture.

📍Join the Baby Bunting Casula team! Help families find the right products, deliver great service, and grow your career with Australia’s leading baby retailer.

📅 Employment Type: Fulltime Permanent

🕒 Roster: Tuesday - Saturday

💼 About The Role

As a Service Manager you'll work closely with our store management team to develop your leadership skills while helping to run the day-to-day operations of our dynamic store environment. This role is your stepping stone into a rewarding career in retail leadership, with unlimited growth potential!

Learn more about being a Service Manager at Baby Bunting: Careers profile Service Manager

Here’s What You’ll Be Doing

• 🛍 Guiding and supporting our team to connect with customers, educate them on our products, and build genuine, lasting relationships.
• ✨ Keeping the store looking its best by ensuring visual merchandising and promotional displays are on point.
• ✅ Promoting a culture of safety by upholding OH&S standards at all times.
• 📊 Managing key performance indicators including Safety, Sales, Loyalty, and Net Promoter Score (NPS).
  
  

👀 We’re Looking For Someone Who

• A strong background in customer service, ideally in a retail or hospitality environment.
• A proven track record of meeting and exceeding sales targets and KPIs.
• Natural leadership qualities – you motivate and inspire others with ease.
• Confidence in fast-paced environments and the ability to juggle multiple priorities.
• Clear, effective communication and a flair for engaging with both customers and team members.
  
  

🎁 The Perks & Benefits

• 🌱 Training pathways to support your growth and career development.
• 🛍 Amazing team discounts
• 👶 Paid parental leave to support you and your family.
• 💬 Employee Assistance Program for your wellbeing.
• 💸 Competitive salary.
• 🎯 A supportive, friendly team culture that celebrates wins and supports your goals.
  
  

Our Hiring Process

✔ Apply online – Submit your application.

✔ Complete a quick Sapia interview – A text-based chat, with one video question you can do in your own time.

✔ Get assessed fairly – Your responses are evaluated without bias.

✔ Move to MS Teams interview with our Recruitment team– If successful, you'll be invited to meet with the hiring manager in-person.

✔ Move to face-to-face interview(s) – If successful, you'll be invited to complete pre-employment checks.

✔ That’s it! – A simple, fast, and fair process designed for you. 🚀

🚀 Tips For Success

✅ Use your own words – The best responses are personal and honest.

✅ Think about your experiences – Provide real examples to support your answers.

✅ Don’t overthink it! – We want to know what makes you, you. Answer freely and naturally.

Please Note

• Every employer in Australia has the obligation to ensure that employees have the relevant working rights. All successful applicants will need to undergo a Right to Work check.
• Due to the intimate and personal nature of our work, successful applicants will also need to undergo a National Police Criminal History check.
  
  

We use Sapia.ai to help with the first step of screening with our wonderful Talent team reviewing every response and makes all hiring decisions. Any personality insights you receive are just for you and aren’t shared with Baby Bunting or used to decide your suitability.