COV Retail Support Manager

Position Overview

Civeo is seeking a dynamic and experienced National Retail Operations Manager to lead and support retail operations across our village locations in Queensland’s Bowen Basin and in NSW. This role is pivotal in ensuring consistent retail standards, driving revenue, and enhancing customer satisfaction across the villages. You will manage the day-to-day operations of Civeo’s retail operation, whilst providing support to village management teams, developing high performing retail staff, and will collaborate closely with Civeo’s internal departments including IT, Finance, and Village Operations.

The successful candidate will possess deep expertise in retail systems, POS technologies, store merchandising, inventory and stock management. 

This is a FIFO role and operates on a 5-2 roster or as otherwise agreed. It would suit those based in Brisbane or alternatively Mackay and Townsville regions.

 Key Responsibilities

• Provide retail and merchandising support across multi-site retail and tavern/bar departments.
• Lead retail initiatives and project planning.
• Develop and train staff in retail operations, POS systems, and stock ordering.
• Promote and maintain a strong safety culture.
• Participate in performance appraisals and feedback processes.
• Align retail offerings with client expectations and contractual obligations.
• Implement and monitor retail standards, pricing strategies, and merchandising requirements.
• Analyse staffing efficiencies and optimise resource allocation.
• Conduct regular village visits and support refurbishments and new installations.
• Maintain required licences and support mobilisation efforts.
• Oversee monthly POS reporting and data integrity.
• Support invoicing processes and financial reporting.
• Collaborate with Finance to improve operational processes.

Qualifications

• Certificate II (or higher) in Retail Services/Management.
• Certificate-level qualification in Hospitality or Business (desirable).

Experience

• Relevant retail operations / management experience within large grocery sector, petrol and convenience multi-site operations, or franchise environments.
• High-volume hospitality or accommodation operations experience also highly regarded.
• Proficiency in retail stock inventory systems, POS.
• Strong understanding of retail systems and change management.
• Experience in training and leadership

Skills

• Positive, solutions-focused mindset.
• Strong analytical skills for trend and data analysis.
• Excellent communication and collaboration abilities.
• Effective organisational and project management skills.
• Proficiency in Microsoft Office and retail POS systems.
• Strong problem-solving, decision-making, and troubleshooting capabilities.
• Results-driven with high resilience.

  About Us  

Civeo Australia, a division of Civeo Corporation, provides workforce accommodation services globally. In Australia, Civeo has a national footprint of approximately 10,000 rooms across twelve villages in Queensland, New South Wales, and Western Australia. In addition, Civeo also operates approximately 16,500 rooms in client-owned properties in remote regions of Western Australia, South Australia and Queensland. With more than 40 years of experience, Civeo supports individuals who live and work away from home.   

We're committed to fostering sustainable partnerships and inclusive opportunities in all the communities we operate in. By actively engaging with Traditional Owners and First Nations Businesses, we're not just operating accommodation villages, we're nurturing relationships that honour the rich cultural heritage of the land.    

We're safe, welcoming, and proud to encourage Aboriginal & Torres Strait Islander people to join us. 

• To be the ‘go to’ person for all things retail
• To communicate effectively with Civeo’s Operations team, making them aware of all changes occurring within retail such as; new product updates; deleted lines; promotional activities; changes in suppliers; and process.
• To provide retail support to village management, assist Village Management teams in managing their retail operations more effectively. 
• Provide retail staff training in the following areas; ordering; receiving (invoicing); coffee making; bar beverage service; quality control; safety; stock control; cash handling; customer service; systems; TAB operations, cellar operations and selling techniques. 
• Implement a training program covering all aspects of Civeo’s retail operation and ensure all staff training is kept up to date
• Work in shop and/or bar as required; bar, shop or cafe.   
• To effectively communicate any changes or updates to work instructions, rosters or policies.
• Train all new starters working in retail roles  
• To always apply safe work practices to contribute to the safety culture at Civeo.  

• To assist with any new system, processes or initiative being implemented in to the business.
• Ensure retail outlets are clean and tidy at all times, shelves full, price tickets visible and relevant promotional material is displayed.
• Ensure all customer feedback is reported to Village Manager and GM Operations Support immediately 

• Ensure Civeo complies with all legal compliances including but not limited to:
• Australian Health department 
• Tobacco (Retailers) 
• WA and QLD Liquor Licensing requirements (Liquor Act).
• To provide support in Civeo maintaining existing quality standards (currently AS/NZS 4801, OHSAS 18001, ISO 9001, ISO 22000 and HACCP).
• Conduct Store and Hub Bar audits reporting all findings to Village Management and GM Operations Support.
• Ensuring all retail outlets have their monthly promotional material on display and in line with Civeo’s Retail monthly promotional schedule.
• Retail supplier issues – Note: all supplier issues are to be loaded into Myosh 
• Ensure all supplier related C.A.R.s are actioned  
• Ensure product stock rotation is being adhered to within all retail outlets 
• Undergo bi-annual product review, make recommendations of new lines or services 
• Assist staff and management with merchandising
• Ensure all retail equipment is maintained, work with AFM to implement a preventative maintenance schedule  
• To adapt to change and work on principal of continuous improvement in all operational processes.
• To provide administrative support for the implementation, and provide ongoing support of, all operational systems, in particular kitchen and retail systems and SharePoint. 
• Provide support where needed assisting with the implementation new procedures, work instructions, retail initiatives and new supplier contract changes.
• Chair weekly retail operations meetings
• Review and distribute weekly Retail results report to Village Management teams. 
• To provide hands on support to retail outlets  
• To ensure all health, safety, quality and environmental standards and legislation are strictly met, ensuring a safe environment for employees, customers, contractors and visitors, and promptly reporting any issues, potential issues or near miss events.
• To follow Standard Operating Procedures in all relevant areas of Operations and to contribute ideas for improving processes and procedures.

• Provide a weekly report on each outlet’s performance, 
• Conduct full stock-take of all Bowen Basin retail outlets every three months, and all NSW and WA outlets every 6 months.
• Thoroughly investigate all variances and report on findings to Village Manager and GM Operations Support
• At month end, review each outlets’ EOD banking report and compare to Simphony and Materials Control report, report on variances.   
• To assist with the compiling of monthly retail operation reports.
• To follow all financial policies, procedures and processes ensuring the highest standards of ethics are followed.
• To monitor and maintain stock control and POS systems, ensuring each villages’ Materials Control system is kept up to date. 
• Communicate all product price changes to villages.  
• Undertake a bi-annual price comparison of top selling product lines against retailers within regions where our villages are located. Report findings to GM Operations Support  
• Work with AP to match retail invoices between JDE and Micros at month end  

• Must be self- starter who can work unsupervised 
• Must have an eye for detail 
• Must have staff develop/training experience 

• Diploma in Business Management related subject (or at least 5 years’ experience in a retail management role).
• Hold current:
• Qld Driver’s Licence 
• Forklift Licence (Preferable) 
• RMLV certificate 
• RSG certificate
• RSA certificate

• Excellent knowledge of Microsoft software packages including Word, Excel and PowerPoint is necessary. 
• Experience in retail stock-control and POS (preferably Micros Materials Control) 
• Experience with financial reporting  

• Strong interpersonal and verbal communication skills along with a high standard of personal discretion and confidentiality
• Forklift Licence (Preferable) 
• Operate POS/till (Micros Simphony)
• Stock control – troubleshooting 
• Operate Eftpos 
• Mathematically minded
• Staff development experience 

Competency

Behaviours

Working with People

• Meets all team deadlines and responsibilities
• Listens to others and values opinions
• Helps team leader to meet goals
• Welcomes newcomers and promotes a team atmosphere.
• Seeks win-win relationships

Delivering Results and Meeting Customer Expectations

• Builds customer confidence
• Is committed to increasing customer satisfaction
• Sets achievable customer expectations, assumes responsibility for solving customer problems, and ensures commitments to customers are met
• Solicits opinions and ideas from customers
• Responds to internal customers

Following Instructions and Procedures

• Sets specific requirements for all requests
• Meets commitments and delivers solid results against expectations
• Looks for ways to improve

Coping with Pressures and Setbacks

• Meets commitments, works independently, and accepts accountability. 
• Handles change, sets personal standards, and stays focused under pressure.
• Meets attendance and punctuality requirements
• Steps up when asked

Planning and Organising

• Plans workload to ensure timely completion of tasks.
• Assists staff with time management when appropriate
• Good attendance/starts work on time
• Can recognize priorities and reorganize work tasks accordingly
• Uses available organizing tools to plan work
• Anticipates possible slow points in planning timelines
• Maintains an organized work space that permits rearranging of work files.
• Proposes timeline and benchmarks for new work assignments and modifies as needed