Retail Manager - Brookvale


Job Description
Retail Manager - Brookvale

Sales & Customer Experience
Reports to
Head of Sales & Customer Experience
Works with
All departments
Who we are
Created by surfboard shaping icon Bob McTavish in 1962, Mctavish is a surfing lifestyle brand born out of Byron Bay, Australia. Today, alongside son Ben, they draw on almost a century of shared design experience to handcraft a unique range of surfboards, and a premium gear range with the sole goal of motivating you to spend more time in the ocean - because we always bring the joy of a surf in with us onto land.

Who we are after

We are calling in a Retail Manager who has the creativity and energy to take the lead on our new ‘local’ at Brooky. This stoked individual will be naturally at home with people, surrounded by boards and surf history. A naturally hands-on person who wants to get in there and lead from the front line, but entrepreneurial enough to elevate out of the everyday to build a culture and lead a team of frothers.

The specifics

  • A passion for the surfing lifestyle because of what it brings to your life. 
  • A stoked individual who engages people and knows how to create a space and community. 
  • A product expert who lives and breathes our surfboards, apparel and hardware. 
  • Customer focussed. Always looking for ways to improve product and service, who can contribute to and roll-out processes that benefit peoples’ experience and builds business. 
  • An engaging and clear communicator, in writing and person. 
  • Commercially savvy with the ability to casually close a sale. 
  • Creative and conceptual with a proven track record of delivering and trying new things. 
  • An optimistic solutions-focussed attitude. 
  • Action orientated with a good grasp over time management. Will take the initiative and get into the weeds, but also know when to delegate. 
  • Combination of relevant education, experience and training. 
  • 8+ years of relevant experience in sales or a related field. 
  • Participation and passion for surf culture. Experience helpful.

What you’ll work on

Customer Experience
  • Customer service; commit to an elevated level of customer service, interacting with customers as ‘thoughtful experts’. 
  • Create the space: Use conversation, furniture, music etc to create a warm and inviting environment- with substance. 
  • Customs; Be the driving front-line force of Customs. 
  • Maintain a range of Demo boards related to stocked boards. 
  • Backup manage Retail 2IC Gorgias online customer service for all social media platforms, live chat including automation programming etc..(set service parameters here).

  • A product expert across Surfboards, Apparel and Gear. 
  • Manage and merchandise how we display product in-store across product categories with particular attention given to how we bring our board stories to life, and keep the environment/displays fresh and interesting.
  • Periodically facilitate training sessions to inject product knowledge, expertise and story. 
  • Assist in product testing to further your understanding of the things we make and the care that goes into them. 
  • Curate a compelling 3rd Party offering.

Manage the store as a ‘Local’
  • Develop the Brookvale store using Byron HQ as the muse.
  • Own the Event schedule and execution.
  • Assist with developing a F&B offering with a partner which complements our brand experience and culture.

Systems and Processes
  • Responsibility for Brookvale stock (store & storeroom) - maintaining stock levels, rolling stocktakes, curating and ordering 3rd party range etc. 
  • Liaise with Surfboard Factory co-ordinator/ops coordinator/craftsman to ensure custom orders are made to time request and to order specifications, whilst meeting McTavish quality standards. 
  • Oversee, manage and regularly report on all Brookvale retail operations, including sales and customer service, inventory management, merchandising, supplier relations. 
  • Compile, maintain, and enforce procedures for all retail functions via an Operations Manual and training sessions. 
  • Manage a roster for the store including casual members of retail staff in accordance with budgets and forecasts, including organising covers for annual leave and days off. 
  • Liaise with suppliers and sales representatives to ensure McTavish receives best possible supplier pricing, appropriate inventory levels are always maintained and keep abreast of all product updates, new developments & recalls. 
  • Work to continually review and improve processes and operating costs. 
  • Manage surfboard inventory upload to Cin7. 
  • Conduct Staff Performance Reviews.

Strategic Input
  • Contribute ideas for product, experience and store design. 
  • Communicate customer response of products/services to relevant team leaders – apparel, production, marketing.

  • Being part of a heritage surf brand, well known for quality and tasked with shaping its future. 
  • Taking part in employee-led groups such as regular ‘Surf Anything Staff Surf Sessions’, ocean clean-ups, events or pitch your own idea! 
  • Ongoing development opportunities in your area of interest as it relates to your position. 
  • Mctavish Apparel and Hardgoods annual credit. 
  • Access to Mctavish sample sales, discounts on partner brands and events. 
  • Access to the great Bob and Ben McTavish. 
  • Brookvale based.

Apply via email ONLY to Please include your resume and a cover letter.

Free Shipping on Domestic orders over $150 - excl. Surfboards & Travel Bags.

Free Intl. Shipping on orders over $300 - excl. Surfboards & Travel Bags.