Position Overview
As a Retail Service Station Manager, you would be accountable for organising and controlling the operations of the convenience retail component of the service station (fuel + store), ensuring a customer‑focussed retail environment, managing product and service mix, stock levels, financial performance, staff performance and safety / compliance.
Key Tasks
The Retail (Fast Food) Manager will be responsible for :
Operational & Financial Management
* Manage day-to-day store operations, ensuring the store is open, staffed, maintained and presenting well.
* Monitor sales performance, profitability (gross margin, shrinkage, labour cost, overheads), and implement action plans to meet or exceed budget / targets.
* Prepare, manage and adhere to store budget and forecasts (sales, cost of goods sold, labour, expense lines).
* Maintain and review financial records, reports and transactions (POS data, cash reconciliations, stock records) in line with company policy.
* Set pricing, discount and promotional strategies in conjunction with the Area Manager and head office to drive turnover and margin.
Merchandising, Stock & Product Mix
* Determine and maintain the optimal product mix and stock levels for the convenience store, including general merchandise, FMCG, food‑to‑go, drinks, automotive / fuel adjuncts.
* Oversee ordering, receiving, storage, replenishment, and rotation of stock to minimise waste, damage and shrinkage.
* Ensure promotional items, branded offers (e.g., fuel‑plus‑store deals) are correctly displayed and executed.
* Maintain high standards of visual merchandising, store layout, point-of-sale presentation and signage to optimise customer experience and impulse purchase.
Customer Service & Sales
* Drive a culture of excellent customer service, ensuring frontline staff deliver friendly, efficient and accurate service (fuel forecourt + convenience store).
* Handle customer enquiries, complaints and service recovery in accordance with policy, turning service issues into positive outcomes.
* Analyse customer traffic, sales data and service patterns to identify opportunities for upselling, cross‑selling and improving store / service performance.
Staff Management & Leadership
* Recruit, train, develop, coach and motivate store staff (retail assistants, shift supervisors) to deliver high performance and excellent service.
* Create rosters in alignment with labour budget, store opening hours, peak traffic periods and ensure compliance with employment legislation.
* Conduct regular performance reviews, set individual / team targets, identify training needs and implement development plans.
* Foster teamwork, engagement, and a safe and inclusive work environment.
Compliance & Safety
* Ensure the store and forecourt environment comply with legislative, regulatory and company policy requirements (for example, WHS / OH&S regulations, fuel regulations, hazardous goods handling).
* Manage operational risk in relation to fuel sales, convenience retail, point-of-sale systems, cash handling and security (including theft prevention, CCTV, alarms).
* Ensure all staff are trained and briefed on safety procedures, emergency responses, environmental protection, manual handling, and hazardous substances.
Marketing & Business Growth
* Assist in executing local store marketing campaigns, promotions and community engagement initiatives to increase foot traffic, customer retention and brand loyalty.
* Monitor local market trends, competitor activity and store performance to recommend improvements in product range, service offering and store positioning.
Key Selection Criteria & Skills & Experience
* Demonstrated experience managing a retail store (preferably within fuel / convenience or high‑volume environment) at a management level.
* Strong commercial acumen : budget management, P&L responsibility, cost control, margin improvement.
* Proven leadership skills : staff recruitment, training, development, performance management.
* Excellent customer service orientation, with capability to drive a customer‑first culture.
* Skilled in inventory control, stock ordering, merchandising, and managing shrinkage in a retail environment.
* Ability to analyse sales and operational data, identify trends and take proactive action for improvement.
* Understanding of WHS / OH&S obligations, fuel site compliance, hazardous goods handling, security and safety protocols.
* Effective interpersonal and communication skills, able to engage with staff, suppliers, customers and management.
* Flexibility to work varied hours including weekends and public holidays (typical in service station retail).
Technical Qualifications & Competencies
* Diploma / Advanced Diploma in Retail Management, Business Management, or equivalent; or significant proven management experience.
* Valid driver's licence and willingness to operate in a service station environment (fuel forecourt, convenience store).
* Experience with retail point-of-sale systems, inventory management systems and standard office applications.
* Ability to pass required security and background checks for cash handling and forecourt operations.
* Demonstrated commitment to compliance, safety, and high standards.
Ideal Attributes & Competencies
Leadership & Team Management : Demonstrated ability to lead and motivate a diverse team in a service station environment.
Customer Service Orientation : Passionate about delivering high-quality service and building customer loyalty.
Problem‑Solving & Decision‑Making : Ability to manage operational issues under pressure with sound judgment.
Communication Skills : Strong interpersonal and communication skills for staff management, supplier negotiations, and customer engagement.
Organisational Skills : Capable of multitasking and prioritising in a high-volume, time‑sensitive environment.
Adaptability : Resilient, flexible, and able to respond effectively to changing business demands.
Working Conditions & Environment
* The role is based at a retail service station environment (fuel forecourt + convenience store), with exposure to retail traffic, driving loops, shift work, potentially early mornings / late nights / weekends.
* The manager will work in a high‑pace, customer‑facing environment with responsibility for both fuel / forecourt operations and the attached convenience store retail operations.
* The role reports directly to the Owner and may liaise regularly with head office functions (marketing, merchandising, HR, compliance).
* The manager is expected to set a strong example for staff, maintain store cleanliness, presentation, and ensure compliance with fuel site regulations and retail standards.
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