Position Retail Area Manager – Opportunity Stores Team Social Enterprise Role Classification Total Reumeration Package Employment Type/Hours Permanent, Full-Time, include one Saturday per month Location Bayside and Mornington Peninsula Reports To Head of Retail Effective Date February 2026 Overview of Program Family Life operates a number of opportunity shops and a warehouse, with the purpose of raising funds for the organisation, to enable Family Life to provide quality services to children, young people and families within the community. The opportunity shops and warehouse are supported by a team of dedicated volunteers and the social enterprise program is a key element of Family Life’s approach to building capable and supportive communities. Position Objective The Retail Area Manager plays a critical leadership role in ensuring operational excellence, strong community engagement, and consistent delivery of Family Life’s values across the bayside Op Shop stores. Working closely with the Head of Retail, the Retail Area Manager is responsible for managing Store Managers, improving store performance, maintaining high standards of customer and donor experience, and embedding consistency across operational practices. This role is central to empowering store teams, driving retail excellence, and ensuring the Op Shop network continues to generate strong social and financial outcomes that support Family Life’s Vision. Key Responsibilities The key responsibilities include but are not limited to: People Leadership, Culture & Volunteer Engagement Work collaboratively to develop fortnightly rosters to ensure all stores are appropriately staffed, approve timesheets for allocated stores and act as the first point of contact for all issues arising from the store, including some afterhours support. Lead recruitment, onboarding, and capability-building activities for new and existing employees. Provide direct, hands‑on support to Store Managers to help them meet operational, financial, and community engagement goals. Conduct regular store visits to coach, mentor, and guide Store Managers and their teams, support Store Managers in volunteer engagement, and capability development. Provide coaching and feedback to enable Store Managers to grow their leadership capability. Build strong, trusting relationships with staff and volunteers, reinforcing Family Life’s inclusive, community centred culture. Support Store Managers in creating positive, safe, supportive working environments for staff and volunteers. Contribute to developing a strong volunteer culture that reflects Family Life’s values and enhances community connection. Leadership of culture and line management of the Store Managers Team, including (but not limited to) managing team-based and individual performance and development planning. Financial & Operational Excellence & Consistency Ensure all stores operate in line with Family Life’s policies, retail standards, safety requirements, and child safe practices. Identify operational issues early and collaborate with Store Managers to resolve them promptly. Lead local implementation of retail initiatives, systems, and process improvements. Monitor store KPIs including sales, margins, stock levels, average transaction value, and conversion. Partner with Store Managers to interpret performance data and develop action plans for improvement. Assist in forecasting and budgeting processes and contribute to business improvement opportunities. Oversee visual merchandising standards and ensure consistent brand presentation across the store group. Support effective stock management, including rotation, replenishment, pricing, and quality control. Reporting & Communication Escalate issues early and contribute to solution planning. Support two-way communication between the Retail Manager, Assistant Store Managers and casual employees to ensure clarity and alignment. Provide regular, clear, evidence based updates to the Head of Retail on performance, risks, opportunities, and needs within the store group. Community & Donor Engagement Ensure stores provide an outstanding donor experience, including friendly interactions, smooth donation processes, and gratitude. Encourage Store Managers and teams to build positive local community relationships that increase engagement and foot traffic. Represent Family Life professionally in the community when required. Key Selection Criteria Essential Proven experience overseeing or supporting multiple retail sites, with charity or donated goods retail experience highly regarded. Current driver’s licence and the capacity to travel regularly between stores, including availability for one Saturday per month. Strong operational expertise, including stock flow management, merchandising standards, retail KPI analysis, and effective cost control. Demonstrated ability to lead, coach, and develop Store Managers and retail teams, building capability and improving performance. Exceptional communication, relationship building, and problem-solving skills, with the ability to influence and collaborate across diverse teams. Highly organised and adaptable, able to operate effectively in a fast paced environment while managing competing priorities. Understanding of, or genuine willingness to work within, volunteer supported retail models, valuing the contribution of volunteers. Commitment to Family Life’s values, community driven purpose, and maintaining the highest standards of child safety. Desirable Experience using Salesforce CRM and Definitiv (rostering and workforce management). Background in donated goods, sustainability, or second-hand retail environments. Experience supporting teams through organisational or operational change initiatives
