* Located at Sydney's Iconic Taronga Zoo – Cammeraigal Country
* Ongoing, Full time position
* TCSA Salaried Employees Award, Clerk Grade 4, annual package from $101,932 (includes base salary from $89,934 + 12% superannuation & leave loading)
Based at the zoo, in the Zoo grounds, Taronga Zoo Sydney is looking for an experienced and customer service driven Retail Operations Manager to join our Retail team!
About the Role...
The Retail Operations Manager will lead our retail sales team to maximise retail sales and enhance the visitor experience through high level customer service.
Key Accountabilities...
* Lead, mentor and coach a team of Retail Sales Assistants to deliver high-quality customer service and create memorable guest experiences that encourage repeat visitation.
* Act as a role model for Taronga's customer service standards, promoting a culture of enthusiasm, professionalism, and guest-first thinking.
* Drive retail sales by motivating the team to meet daily and weekly sales targets, monitoring performance, and implementing strategies to improve conversion and average transaction value.
* Deliver on visual merchandising standards, ensuring that all displays are engaging, well-stocked, and aligned with seasonal promotions and conservation messaging.
* Ensure accurate and timely opening and closing procedures, reconciliation, and daily reporting in line with policy.
* Maintain strong product knowledge across the team, ensuring all staff can confidently engage with guests and promote Taronga-branded merchandise and conservation initiatives.
* Support the planning and execution of in-store promotions, product launches, and special events to enhance the retail experience and increase sales.
* Monitor and report on stock levels, identify bestsellers and slow movers, and assist with stock ordering and inventory processes to ensure efficient product flow.
* Foster a safe, inclusive, and supportive workplace by promoting wellbeing, inclusion, and sustainability initiatives in line with Taronga's values.
* Collaborate effectively with internal teams such as Visitor Experience, Finance, and Marketing to ensure a cohesive and aligned approach to operations and guest engagement.
* Assist in the onboarding and training of new team members, ensuring they understand Taronga's values, processes, and expectations.
About You...
We are looking for candidates that have:
* Experience managing a retail team; including interviewing, onboarding and training of new team members
* Experience in managing a membership program in a frontline capacity preferably in a tourism environment. Extensive knowledge and experience in POS systems, desirable in centaman and SVI retail.
* NSW Paid Employee NSW Working with Children Check (WWCC)
Benefits...
Our employees enjoy generous employment conditions including some of the following:
* Complimentary family and friends passes across both Taronga's Sydney & Dubbo Zoo's
* Free onsite car parking, outside of peak periods
* A wide range of discounts on our award winning accommodation across both sites
* Discounted food and beverage purchases across the sites
* Fitness Passport
* We're a social team - there's always lots going on around the zoo that we get involved with!
* + more!
We Value Diversity...
Taronga is an equal opportunity employer, where we recognise the diversity of our workforce and community – be it on the basis of gender, age, culture, religion, language or personal circumstances.
Taronga is also committed to building on the perspectives, experience, knowledge and skills that this diversity brings to our organisation.
About Applying...
Please submit your resume and a cover letter of one page. You are also required to complete the two target questions as part of your application.
* Describe your experience working in retail or tourism environments. Explain how your sales, and customer experience skills would contribute to driving commercial performance in a zoo‐based operation which includes retailing, animal encounters and Zoo memberships.
* Explain a time when you led, mentored, or coached a frontline retail and membership team to deliver exceptional customer service? How did your leadership contribute to creating memorable guest experiences and drive revenue.
Applications Close: 11:59pm Wednesday 11 March 2026