About Baby Village
Baby Village is a thriving omni-channel retailer of baby goods including prams, car seats, nursery furniture and everything for parents & baby.
We are committed to providing customers with exceptional service, a curated range and a great shopping experience across a wide range of industry-leading brands.
Role Overview
As a senior multi-site retail leader, you will be accountable for sales performance, operational excellence and end-to-end customer service delivery across a growing retail network.
This role combines Area Manager accountability with direct leadership of the Customer Service team, ensuring a seamless, high-quality customer experience across both in-store and centralised service channels.
You will develop Floor Managers and Customer Service team members, embed strong service and sales behaviours, and ensure customer insights directly inform commercial decisions and continuous improvement as the business scales nationally.
This is a strategic, commercial and people-centric leadership role, requiring strong cross-functional influence and hands-on coaching.
Key Responsibilities
Sales, Growth & Commercial Leadership
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o Lead Store Managers to achieve sales targets, conversion metrics and KPI outcomes
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o Embed a product centric sales culture that is customer-led, service-driven and results-focused
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o Implement and analyse sales and service data to identify growth opportunities and performance gaps
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o Partner with senior leadership on regional sales strategy, promotions and expansion initiatives
Customer Service Leadership (Direct Team Management)
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o Lead and manage the Customer Service team, including Team Leaders and/or Advisors
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o Set service strategy, standards and performance expectations across all customer touchpoints
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o Ensure alignment between in-store service and centralised customer support
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o Own customer feedback, complaints resolution and escalation processes
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o Drive service productivity, response times, quality assurance and customer satisfaction metrics
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o Use customer insights to influence product, process and experience improvements
Leadership & Capability Development
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o Lead, coach and develop a multi-site team of Store Managers and Customer Service Leaders
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o Establish consistent coaching rhythms, performance reviews and development plans
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o Build leadership capability in both sales performance and customer service excellence
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o Identify and develop future leaders through structured training and succession planning
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o Encourage collaboration and best-practice sharing across stores and service teams
Operational Excellence & Area Management
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o Ensure operational compliance, visual merchandising, loss prevention and safety standards
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o Drive consistency across inventory management, rostering and store execution
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o Improve operational and service processes that support scalability and efficiency
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o Partner with Marketing, Merchandise, Logistics, Digital, Finance, HR and Supplier teams to deliver aligned execution
Recruitment, Engagement & Retention
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o Lead recruitment, onboarding and retention for Store Managers and Customer Service Leaders
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o Build high-performing teams who model strong service and leadership behaviours
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o Foster a culture of accountability, development and customer-first thinking
About You
You are an experienced Area or Multi-Site Retail Manager with proven success leading both store networks and customer service teams. You are passionate about delivering exceptional customer experiences and understand how service quality directly drives sales performance, loyalty and brand reputation.
You are comfortable leading diverse teams across physical stores and service channels, using data, coaching and presence to drive results.
Essential Experience
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o 2+ years' experience in an Area, Regional or Multi-Site Retail Management role
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o Demonstrated experience leading a customer service or contact centre team
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o Proven success driving sales growth through service excellence and people leadership
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o Strong capability in coaching leaders, managing performance and resolving escalations
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o Experience using customer feedback, service metrics and sales data to drive improvement
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o Valid driver's licence and/or ability to travel between locations
Desirable Experience
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o Experience managing omni-channel or centralised customer service functions
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o Exposure to CRM, NPS, CSAT or customer insight platforms
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o Background in premium, service-led or performance-driven retail environments
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o Experience supporting retail expansion or new store openings
What We Offer
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o Opportunity to shape the customer experience function as the business grows
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o Career progression within a scaling national retail brand
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o Supportive, collaborative leadership culture