The Retail and Online Sales section is responsible for managing the commercial aspects of the Memorial: the Memorial Shop onsite and online, the eBusiness unit (Memorial Collection sales), café's and events catering, publications and brand licensing through commercial suppliers. The Retail Operations Coordinator plays a key role in the day-to-day management of the Memorial's flagship store and kiosk outlets. The role oversees retail operations, supervises staff, coordinates rosters, maintains operational efficiency, and ensures a consistently high standard of customer service across all retail locations. Working under the general direction of the Retail Manager, the position also supports administrative and event-related retail functions, including pop-up shop operations. This role operates in a high-volume environment and requires sound judgment, attention to detail, and strong coordination skills. This position suits a reliable and organised retail professional who can manage competing operational priorities, support frontline staff, and maintain consistent service delivery across multiple sites. Additional note: Occasional rostered weekend work may be a requirement of this position. Out of hours work will occur occasionally when required and with due notice. Long periods of standing and serving and manual handling in the retail store are a requirement of the position. The key duties of the position include Under general direction, work with minimal supervision to: Coordinate the daily operations of the Memorial's flagship and kiosk stores to ensure consistent presentation, customer service, and operational efficiency. Take responsibility for the delivery of exemplary customer service to Memorial guests and visitors by the retail team. Actively embed the Memorial's Values and Behaviours within the retail team. Supervise retail staff at multiple locations, providing direction, allocating tasks, monitoring performance, and maintaining effective communication within the team. Deliver on-the-job training and coaching to retail staff to maintain service standards, product knowledge, and adherence to internal policies and procedures. Prepare and manage staff rosters across all retail sites, ensuring balanced coverage aligned with visitation, events, and business needs. Respond promptly and professionally to customer enquiries, complaints, and feedback received in person, by phone, or through email, escalating complex matters when required. Maintain oversight of the Shopify point-of-sale (POS) system across all retail locations, undertaking first-level troubleshooting and liaising with technical support when necessary. Work closely with the Inventory Controller to maintain appropriate stock levels, manage product transfers, and support accurate inventory recording using Inventory Management software (Cin7 and Shopify Plus). Assist with merchandising and implementation of new product ranges and displays, using sales and hot mapping data to inform layout and visual adjustments, and ensure staff compliance. Conduct regular reconciliations and reporting against Gift Cards in partnership with the Finance team. Support the Retail Manager with administration, event coordination, and operational planning, including temporary and pop-up retail activations. Participate in cyclical and planned stocktakes. Manual handling and movement of a wide range of objects as required, including but not limited to shop merchandise, boxes and packages. Actively adopt new procedures or strategies to maintain efficient operation of the team. Undertake special duties or projects as directed by Head, Retail and Online Sales or the Retail Manager.