This is an exciting opportunity for an experienced people leader to take responsibility for the day-to-day management and performance of an established funeral services location, combining commercial acumen, operational leadership and exceptional customer service.
The ideal candidate will be polished, composed and commercially minded, with a genuine ability to lead a team, build strong community relationships and ensure every family receives an exceptional experience during what can be one of the most difficult times in their lives.
Key responsibilities include:
- Lead, coach and develop the location team, fostering a positive, accountable and high-performing culture
- Set clear standards of performance, conduct and customer service across the location
- Oversee the day-to-day operations of the Heidelberg location, ensuring services are delivered seamlessly and professionally
- Manage location budgets and financial performance
- Monitor case volumes and operational performance, identifying opportunities for improvement and growth
- Ensure all services and customer interactions are delivered in accordance with brand standards
- Personally manage key customer enquiries, feedback and complaints with empathy, professionalism and discretion
- Build and maintain strong relationships with local businesses, community groups, industry stakeholders and key influencers
- Identify opportunities to grow market share, pre-need sales and community engagement
- Support and oversee local marketing and promotional activities in line with brand guidelines
- Ensure the location, facilities, vehicles and equipment are maintained to a high standard
- Ensure compliance with company policies, procedures and Health, Safety & Environment requirements
- Remain hands-on when required, supporting the team with day-to-day funeral operations including arranging, conducting, transfers and viewings
- We are looking for an experienced people manager with a strong service background who is confident taking ownership of a location and leading a team.
- You will be polished, professional and highly emotionally intelligent, with the ability to build trust quickly with families, employees, community stakeholders and industry partners.
- You will bring a commercial mindset and understand how to balance financial performance with exceptional service delivery
- Proven management experience, ideally managing a team within a service-driven organisation
- Demonstrated experience leading, coaching and developing employees
- Experience managing financial or commercial performance against targets
- Experience managing the performance and operations of a specific location, branch, site or team
- Strong customer service and relationship management skills
- Experience developing and maintaining local business or community relationships
- Current unrestricted driver's licence
- Exceptional communication, interpersonal and organisational skills
- A polished, professional and highly presentable approach
- Strong commercial acumen and the ability to balance business performance with customer service excellence
- A calm, mature and compassionate approach when dealing with families and sensitive situations
- Ability to work within established brand, quality, compliance and safety standards
- Previous experience within the funeral services industry
- Management experience within hospitality, retail, sales or another highly service-driven environment
- Experience managing a customer-facing location, branch or small business
- Understanding of funeral service operations, or the ability to quickly develop industry knowledge
- Tertiary qualifications in Business or a relevant discipline
- Justice of the Peace qualification, or willingness to obtain this within six months
- Join a prestigious and highly respected organisation within the funeral services sector
- Lead an established Heidelberg location and make a genuine impact within the local community
- Take ownership of both people and commercial performance
- Build a meaningful career where the quality of your leadership directly impacts families and their experience
- Receive comprehensive training and ongoing professional development
- Work alongside an experienced and supportive team
- Be part of an organisation that values customer service, culture, leadership and community connection
- Develop your career within an essential and highly respected industry
Apply now or contact the MAYDAY Recruitment team for a confidential discussion.
