Fish Lane - Store Leader

About the job

Purpose:

The Store Manager role owns the day-to-day operational and commercial performance of their Brooki store, leading the team to deliver the joyful customer experience, beautiful product and high standards our customers know and love, every day.

Working closely with the Area Leader, the Store Manager brings Brooki’s retail standards to life on the floor — creating a store that is commercially strong, beautifully presented, safe and compliant, with a team who feel valued, supported and clear on what great looks like.

As Brooki continues to grow, our Store Managers play a critical role in protecting what makes Brooki special: exceptional products, remarkable customer service and a warm, high-performing store culture.

Key Responsibilities:

Commercial Performance

● Own the commercial performance of your store — including sales revenue, average transaction value, conversion, labour cost and other key retail KPIs — working toward targets set with the Area Leader;

● Review daily and weekly store performance, understand what is driving results and take action when opportunities or risks arise;

● Set clear daily and weekly goals for the team and keep everyone focused on delivering them;

● Manage controllable store costs, particularly labour, within approved budgets while ensuring the store is appropriately resourced;

● Keep the Area Leader informed of store performance, risks, opportunities and actions being taken.

Customer Experience & Brand Standards

● Lead from the floor and make sure every customer receives the warm, joyful and remarkable experience Brooki is known for;

● Role model exceptional customer service and coach the team in the moment to continuously lift the customer experience;

● Resolve customer concerns quickly, thoughtfully and kindly, escalating to the Area Leader where appropriate;

● Monitor customer feedback across Google, social and in-store channels and use insights to improve the store experience;

● Maintain exceptional standards across store presentation, cleanliness, uniforms, personal presentation and visual merchandising;

● Deliver campaigns, promotions and activations accurately and on time as briefed by Marketing and the Area Leader.

People Leadership & Rostering

● Lead, coach and develop your store team through regular feedback, structured one-on-ones and performance conversations;

● Create a positive, accountable and high-performing culture where every team member feels valued, supported and clear on what great looks like;

● Partner with the Area Leader and People, Culture & Training team on recruitment, onboarding, training, capability development and performance support;

● Build and manage store rosters that support customer demand, team wellbeing and commercial performance, while remaining compliant with the applicable Award and approved labour budgets;

● Ensure team members complete required onboarding, training and compliance activities;

● Address day-to-day performance and conduct matters promptly and fairly, escalating employment or compliance concerns to the Area Leader and People, Culture & Training team as appropriate;

● Build team capability through cross-training and create opportunities for high-performing team members to grow within Brooki.

Product Quality & Food Safety

● Protect Brooki’s non-negotiable standards for product quality, freshness, presentation and availability — every shift, every day;

● Ensure product displays are full, beautiful and maintained to Brooki standards throughout the day;

● Monitor product labelling, storage, handling, rotation and freshness, taking immediate action where standards are not met;

● Work closely with the Area Leader, Product and Bake Leader and Production Kitchen to match supply with demand, minimise waste and maintain strong product availability;

● Monitor waste and identify opportunities to improve ordering and product management without compromising the customer experience;

● Ensure all food safety requirements and procedures are followed by every team member, every shift;

● Complete required food safety checks, records and corrective actions accurately and on time.

Store Operations & Compliance

● Own the smooth day-to-day operation of your store, ensuring every shift is set up for success;

● Ensure the store operates in line with applicable legislation, food safety, Work Health & Safety and Fair Work obligations, as well as Brooki policies and SOPs;

● Ensure opening, closing, cash handling, banking, security and stock procedures are completed accurately and consistently;

● Use Brooki’s operational systems, including Connecteam, Deputy and Square, accurately and consistently;

● Maintain accurate store records and complete required reporting, checklists and operational tasks on time;

● Identify maintenance, operational and WHS issues early and escalate them promptly;

● Ensure incidents, hazards, near misses and injuries are reported and managed in line with Brooki policy;

● Support new store openings, training and other retail network initiatives when required.

Attributes:

● Live and breathe the Brooki Values of: Exceptional Products, Remarkable Customer Service, Unwavering Integrity and Collaborative Team Spirit;

● A hands-on leader who loves being on the floor with their team and customers;

● Commercially minded with a strong understanding of retail KPIs and what drives store performance;

● Inspiring, approachable and confident in leading and developing a high-performing team;

● Passionate about creating remarkable customer experiences;

● Highly organised with exceptional attention to detail;

● Calm and solutions-focused in a fast-paced environment;

● High level of integrity, accountability and professionalism;

● Excellent verbal and written communication skills.

Qualifications and Contemporary Knowledge:

● Demonstrated experience in a Store Manager, Assistant Store Manager or similar leadership role within retail, hospitality or quick service restaurant (QSR) operations;

● Demonstrated experience leading, coaching and developing frontline teams;

● Experience managing rosters, labour budgets and store performance against retail KPIs;

● Strong understanding of customer service, operational standards and compliance in a fast-paced retail or hospitality environment;

● Food Safety Supervisor certification, or ability to obtain;

● First Aid and CPR certification, or willingness to obtain;

● Qualification in Business, Commerce, Hospitality Management or a related discipline is desirable;

● Guests and colleagues must always be treated inclusively, with respect and warmth. The Privacy Act 1988 must be followed at all times;

● The safety and wellbeing of our community is of paramount importance. You must take reasonable care for the safety of yourself and others and immediately report hazardous conditions, near misses and injuries correctly. You will participate in Return to Work Programs, as required, across Brooki;

● Multi-skilling is an essential part of working at Brooki. A willingness and ability to learn and perform tasks across all areas of store operations is required.