Retail & Customer Experience Manager

About Us

Reflections Holidays is NSW’s largest holiday park group, with 40 unique destinations across some of the state's most extraordinary locations, all situated on iconic NSW Crown Land.

Our Newcastle-based support office works alongside teams spread across our parks and operations. We value people who get to know our business firsthand, build strong relationships and understand how our teams work to deliver great experiences for our guests.

Our values guide everything we do: Care Deeply. Say It, Do It. Make a Difference. Grow Together.

The Role

As our new Retail and Customer Experience Manager, you’ll play a pivotal role in shaping how retail and guest experience come to life across our network of holiday parks. You’ll turn strategic priorities into practical initiatives, strengthen commercial performance, and help create memorable experiences that add value to every stay.

Working closely with the Head of Commercial Operations and Customer Experience, park teams, Marketing, and support office functions, you’ll connect the needs of our guests with the commercial opportunities across our business. From retail offerings and seasonal campaigns to customer experience initiatives and new service ideas, you’ll help our teams deliver experiences that feel engaging, consistent, and distinctly Reflections.

What you’ll be getting into

With a diverse network of parks, different guest needs and changing seasonal demands, there are exciting opportunities to strengthen the connection between retail, customer experience and overall park performance.

Working collaboratively across the business, you will:

Shape and elevate the guest experience

• Identify opportunities to enhance the end-to-end guest journey, creating experiences that reflect our brand and enhance the guest experience
  
• Develop and implement customer experience initiatives, service pilots and practical improvements.
• Work with Marketing and park teams to deliver seasonal campaigns, promotions, activities, and experiences. 
  
• Use guest feedback, operational insights and data to identify opportunities, solve problems, and improve service delivery. 
  
• Help translate our purpose and values into practical actions. 
  

Drive retail performance and commercial outcomes

• Translate retail strategy into actionable plans and initiatives that improve performance across the network.
• Monitor revenue, margin, product, stock, and sales performance, using data to identify opportunities and drive targeted improvements.
• Support effective product ranging, visual merchandising, retail presentation, and stock management to ensure our retail offerings meet guest needs and commercial objectives.
• Coordinate seasonal product changes, promotions, and retail initiatives in partnership with stakeholders. 
• Identify opportunities to strengthen the role of retail in the guest experience. 
  

Turn strategy into consistent operational delivery

• Develop practical tools, resources and rollout plans that help park teams deliver customer experience and retail initiatives effectively.
• Work closely with leaders to understand local needs, resolve operational challenges, and support consistency across our parks. 
• Strengthen retail operating disciplines, including POS, inventory management, stock controls, and day-to-day processes.
• Coordinate with suppliers and external stakeholders on product ordering, quotations, pricing, stock reviews, and procurement activities.
• Maintain dashboards and reporting tools that provide clear visibility of performance, support informed decisions and drive accountability.
  

Innovate, collaborate, and drive continuous improvement

• Partner with other business units to deliver initiatives that improve both guest and business outcomes.
• Identify opportunities to simplify processes and improve service delivery across multiple parks.
• Test new ideas, learn from service pilots and use evidence to refine and scale successful initiatives.
• Balance the needs of guests, park teams, and the business to deliver practical and sustainable improvements. 
  

About You

You'll be a commercially minded, customer-focused retail leader who understands that great experiences and strong business performance go hand in hand.

This is a role for someone who sees the bigger picture but knows how to make things happen on the ground. You're analytical and commercially astute, but equally comfortable collaborating with teams, testing ideas and turning plans into action.

We're looking for someone with:

• Demonstrated experience in retail operations, customer experience, hospitality, tourism, accommodation, or a comparable customer-facing, multi-site environment.
• Experience designing or implementing customer experience initiatives, service improvements, campaigns, or operational projects.
• Strong commercial judgement and confidence interpreting revenue, margin, sales, product, stock, and performance data.
• Experience in retail presentation, visual merchandising, product ranging, inventory management, or related retail disciplines.
• The ability to translate strategic objectives into practical plans and deliver outcomes. 
• Strong analytical, problem-solving, and decision-making capabilities.
• Excellent communication and stakeholder management skills, with the ability to influence and build relationships across diverse teams.
• A proactive, improvement-focused mindset and the confidence to challenge existing approaches and explore new opportunities.
• A current driver's license and the ability to travel regularly across our network of parks.

Most importantly, you'll be passionate about understanding what makes an experience great and motivated to turn that understanding into meaningful improvements for our guests, our teams and our business.

You'll share our belief that Life's better outside and be excited by the opportunity to help make every Reflections stay more enjoyable, engaging, and memorable.

What's on offer?

Join a purpose-led organisation where you can shape the connection between retail, customer experience, and operational performance across an extraordinary network of NSW destinations.

In addition to a competitive salary, you'll enjoy:

• A Newcastle-based role with flexible working conditions.
• Additional leave benefits.
• Discounts on personal travel and access to friends and family discounts across our parks
• The opportunity to influence customer experience initiatives, unlock commercial opportunities and help shape how guests experience Reflections across our network.
  

Ready to make a difference?

Bring your commercial thinking. Bring your customer focus. Help us create experiences worth coming back for.

If you're ready to turn customer insights into action, strengthen retail performance and help create better experiences across our parks, we'd love to hear from you.

Apply now with a cover letter outlining how your experience, capabilities and approach align with the opportunity.

Reflections Holidays is an Equal Opportunity Employer. Aboriginal and/or Torres Strait Islander people are encouraged to apply.

We are proud to be the first holiday park group certified as a social enterprise. Our profits are aligned with our purpose across four key areas: Social, Culture, Environment and Economic.

Reflections Holidays — Life's better outside.

Position description Apply now

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