Location Manager

MAYDAY Recruitment is partnering with a highly regarded and prestigious organisation within the funeral services sector to recruit a Location Manager for its Heidelberg location.

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

About You

• 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

Essential:

• 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

Desirable:

• 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

Why Apply?

• 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

If you are an experienced people leader with a polished, professional approach and a strong service mindset, and are looking for an opportunity where you can combine leadership, commercial performance and genuine community impact, we would love to hear from you.

Apply now or contact the MAYDAY Recruitment team for a confidential discussion.