Retail Leader | Customer Service & Store Operations

Mitre 10; Auckland; Remote; NZD 70,000 - 100,000; Full time

Benefits offered by this job

Staff purchase scheme

Columbus Coffee discounts

Perks app

Job summary

Mitre 10 is seeking a Retail Leader in Auckland to oversee store operations across customer service, merchandising, stock management and daily processes. This hands-on leadership role develops team members, supports customers, manages priorities, and sustains high standards.

You will work with the Store Manager and leadership team to drive store performance, deliver great service, maintain presentation, and ensure safety and policy compliance.

Qualifications

• Experience leading or supervising a team in retail, customer service or similar environment.
• Customer-first mindset with strong communication and relationship-building skills.
• Ability to prioritise tasks, coach others and maintain store standards.

Responsibilities

• Support the day-to-day leadership of the store team.
• Coach and develop team members to deliver great customer experiences.
• Drive store performance with the Store Manager and leadership group.
• Ensure high standards of merchandising, presentation and readiness.
• Assist with stock management, promotions and operational activities.
• Handle customer inquiries and escalations professionally.
• Allocate resources and support workflow during busy periods.
• Maintain compliance with policies and health and safety requirements.
• Lead by example and contribute to a positive team culture.

Skills

Leadership

Customer service

Merchandising

Stock management

People development

Job description

Retail Leader | Customer Service & Store Operations

About the Role

As a smaller-format store, our leaders play a broader role than in many other retail leadership positions. Rather than being responsible for a single department, you'll gain exposure across the entire store, building experience in customer service, merchandising, stock management, team leadership and daily operations. It's an opportunity to develop as a well-rounded retail leader, contribute across all areas of the business, and make a genuine impact on store performance.

You'll work alongside the Store Managerand fellow leaders to support customers, develop team members, maintainoperational standards and help drive overall store performance.

This is a hands-onleadership role suited to someone who enjoys working with people, solvingproblems, and being involved wherever support is needed. You'll spend your timecoaching team members, assisting customers, managing competing priorities, andhelping create a positive and productive store environment.

What You'll Be Doing

• Supporting theday-to-day leadership of the store team
• Coaching anddeveloping team members to deliver great customer experiences
• Working alongside theStore Manager and wider leadership team to drive store performance
• Ensuring highstandards of merchandising, presentation, and store readiness
• Assisting with stockmanagement, promotional execution, and operational activities
• Managing customerenquiries, issues, and escalations professionally
• Allocating resourcesand supporting workflow during busy trading periods
• Maintainingcompliance with company policies, processes, and health and safety requirements
• Leading by exampleand contributing to a positive team culture

What You'll Bring

• Previous experienceleading or supervising a team in retail, customer service, hospitality, or asimilar environment
• A positive andapproachable leadership style
• Strong communicationand relationship-building skills
• Confidence makingdecisions and prioritising tasks in a fast-paced environment
• A customer-firstmindset and a passion for delivering great service
• Strong organisationalskills and attention to detail
• A hands-on approachand willingness to support the team wherever needed
• The ability tomotivate others and build team capability
• This role is rostered to work one weekend day every weekend, Sunday preferred.

What's In It For You?

• Generous staffpurchase scheme at selected Mitre 10 stores (eligibility applies)
• Discounted food anddrinks at participating Columbus Coffee cafés
• Everyday savings onshopping, travel, dining and more through our perks app
  

Growth &Development

• An opportunity tobuild broad retail leadership experience across an entire store
• Exposure to allaspects of retail operations, customer experience, and team leadership
• Internal careeropportunities across New Zealand's largest Mitre 10 group

Recognition &Team

• Monthly recognitionaligned to company values with rewards
• Long servicerecognition and rewards across our Riviera brands
• Annual awardscelebrating outstanding performance

Who We Are

Riviera Hardware Holdings Ltd is the largest group within the Mitre 10 network, proudly Kiwi-owned and operated. From our beginnings with a single store in Warkworth in 2009, we've grown to include Mitre 10 MEGA Albany, New Lynn, Silverdale, Warkworth and Mitre 10 Whangaparaoa, alongside Columbus Coffee cafés, a Distribution Centre, and a Frame & Truss Manufacturing Plant.

Mitre 10 has been helping Kiwis improve their homes since 1974. We combine the strength of a national brand with the culture and agility of a locally owned business, creating genuine career opportunities across retail, trade, manufacturing and distribution.

About Mitre 10 Whangaparaoa

Located in the heart of the Whangaparaoa Peninsula, Mitre 10 Whangaparaoa is a community-focused store serving customers across the Hibiscus Coast. Following its move from Karepiro Drive to Wade River Road in 2022, the store continues to play an important role in supporting local homeowners, DIYers and tradespeople.