Retail Store Manager in Montecollum, New South Wales at Crystal Castle

Crystal Castle & Shambhala Gardens is the largest privately owned tourist attraction in the Byron Shire, drawing nearly 100,000 visitors to the Byron region annually. We are a high quality iconic attraction and Australia’s only dedicated visitor attraction where visitors can have a world-unique, immersive and ‘hands on’ experience of giant crystals in our 10 hectares of sub-tropical botanic gardens.

For nearly 40 years it’s been our mission to deliver exceptional guest experiences across every arena of our offerings. We craft moments of awe, wonder and beauty throughout every step of our guests' journey. It’s our intent to offer inspiration that transforms their experience into something unforgettable—so that they feel compelled to take a piece of that magic home with them.

This is where you come in. As the Retail Store Manager, you play a crucial role in leading our retail team to create incredible customer experiences and generate great sales.

The Role:

As the Retail Store Manager, you are responsible for leading a team with motivation and to uphold high standards of customer experiences and generate great sales. Your job is to ensure every visitor to the iconic Crystal Castle & Shambhala Gardens has an incredible experience and feels welcomed, supported, and relaxed from their interactions with the Retail, Welcome Hut, and Experiences teams.

We’re in search of a proactive and dedicated individual to take on the role of Retail Store Manager and become an integral part of our team here at Crystal Castle.

You will train, motivate, and manage the sales team with positive leadership and direct floor management to drive and increase product and ticket sales, consistently meeting or surpassing sales targets. You will act as a coach, motivator, and exemplary leader.

But it's not just about managing retail – it's about embodying the values that drive us forward.

• Unimpeachable Character

• Clear, Honest, Open Communication

• Delight the Guest

• Simplify

We’re seeking an individual who will share in our commitment to excellence. Your alignment with our values will be vital, as you and your team’s interactions with our guests are one of the most important aspects of the Crystal Castle experience.

Employment benefits

• Long term local employer

• Hard working and fun team culture

• Opportunity for professional growth

• Staff incentives including bonus payments

• Wonderful product discounts

• Incredible natural work environment

Location benefits:

• Unsurpassed natural work environment in a botanic garden setting

• Byron Bay’s iconic oceans and beaches just 20 minutes away

• The villages of Federal, Clunes, and Mullumbimby villages just 10 minutes away

Responsibilities:

Management and Sales Leadership:

• Directly manage and drive the retail process and sales strategies. Be actively involved on the sales floor, coaching the team, and leading by example to achieve sales targets.

• Continually monitor team performance across the entry booth, retail spaces, and daily experience venues. Recruit, train, and mentor new team members, focusing on high performance and product knowledge. Conduct quarterly and annual team conversations and manage performance issues with HR support.

• Analyse sales reports to identify opportunities for sales maximisation. Manage merchandising and pricing strategies to optimise sales. Ensure all tasks and projects are updated and managed through digital systems.

• Manage team rosters with Team Leader support according to guidelines, ensuring proper staff levels.

• Support and improve reward and recognition systems to acknowledge and incentivise exceptional performances within the sales team, enhancing motivation and team engagement.

At the Welcome Hut:

• Oversee our ticketed entry process. Create a positive first impression for guests, process guest payments and record guest details accurately.

• This is the first point of contact for all guest inquiries and transactions, ensuring an outstanding customer experience.

• If there are any guest complaints, respond to them professionally, resolve the issue effectively.

In our Retail Team:

• Provide professional sales service, present and describe products to guests in a friendly, informative manner.

• Greet and interact with guests, observe and respond to their needs using effective sales techniques and strategies.

• Accurately process sales transactions, using Roller and ensure correct end-of-day cash reconciliation.

• Maintain product displays, ensure cleanliness and stock replenishment, and manage price changes as required.

• Ensure jewellery cabinets are locked for safety and theft prevention.

At our Guest Experiences:

• Guide guests through daily experiences, providing exceptional service and support.

• Offer aura photo interpretations for the guest and actively promote aura photography to enhance their experience.

• Clean and maintain the aura camera area, ensuring cleanliness and adequate stock of film and paper.

• Set up and pack down sound and experience equipment and props.

Results

Performance will be gauged on metrics like sales per person, weekly and monthly sales targets, Roller GX score (guest feedback), and team engagement scores. Here are the results we expect out of this role:

• Sales processes and playbooks are updated and implemented to produce consistent results.

• Reporting and analytics on sales data are reviewed, and suggestions are made to improve or revamp these for better impact and motivation for the retail team.

• Compelling sales data insights that inform the leadership team of wins and opportunities are generated and shared.

• Sales training sessions are held every three months.

• Existing crystal educational video content is utilised in a standardised training system to upskill the team.

• Company values and culture are upheld in all interactions with guests and team.

Requirements:

• 5 years of experience in sales management

• 5 years of experience of team management & development

• Passionate about creating extraordinary customer experiences

• Confidence to lead, coach and mentor a sales team at a high level

• Excellent interpersonal skills with an open communication style

• Approachable and confident when interacting with customers

• Positive attitude with lots of initiative

• Strong time management skills

• Experience in sales tracking, targets and budgets

• Experience in managing rosters and wages

• Proven team performance management experience

• Excellent problem-solving skills and ability to thrive under pressure

• Exemplary role model for the sales team

Communication Expectations:

Daily:

• Available on WhatsApp every day in case of emergencies or roster issues.

• Available on Email, Slack and Asana every working day for communication, planning, and coordination.

Weekly:

• Attend weekly leadership meetings, collaborating with the leadership team on issue solving, planning, and interdepartmental coordination.

• Weekly one-on-one with manager.

• End of week email 4P’s progress report to General Manager (projects, people, performance, personal).

Quarterly:

• Quarterly conversations (one-on-ones) with each direct report.

• Attend quarterly strategy sessions with the leadership team.

What’s on offer:

A great company culture and beautiful working environment in the Byron Bay hinterland with opportunities to grow.

A full-time salaried position.

You must be available weekends and school holidays.

Applications close when the position is filled.