Retail Team Leader

Love offering great customer / guest experiences

Love coaching mentoring and leading a team

Want to be a part of something genuinely special

About Zig Zag Railway

Zig Zag Railway is a much-loved heritage tourist railway located near Lithgow approximately 90 minutes from western Sydney. Operated by a not-for-profit cooperative the railway is powered by a dedicated mix of volunteers and leaders who care deeply about history community and exceptional visitor experiences.

About the Role

Zig Zag Railway is looking for a Retail Crew Leader to guide our souvenir shop team and help create memorable moments for every visitor who steps through our doors. This role is about much more than retail its about culture teamwork and customer / guest excellence in a unique heritage tourism environment.

As Retail Crew Leader youll oversee the day-to-day operations of our retail / souvenir shop while leading a small team of retail crew members and volunteers. Youll create a welcoming supportive environment where people feel confident valued and proud of the experience they deliver. Youll work closely with other customer-facing leads across food & beverage group bookings customer engagement and the museum to help deliver seamless high-quality visitor experiences.

This role is ideal for someone who enjoys coaching others building positive team culture and delivering outstanding customer service while still having a sharp eye for merchandising stock and sales.

What Youll Be Doing

• Coach mentor and support retail crew members and volunteers and lead by example on service standards and engagement
• Foster a positive inclusive and team-focused culture that ensures every customer / guest feels welcomed and well looked after

• Provide on-the-job training in customer service and POS use
• Support rostering to ensure the right coverage at the right times

• Oversee daily retail operations and visual merchandising - manage inventory stock levels and supplier coordination and plan stock for seasonal demand special events and visitor trends

• Work closely with the marketing team to monitor sales trends and adjust displays and product mix accordingly

Youll need:

• Experience in retail leadership or a customer-facing retail role
• A strong customer-service mindset and people-focused leadership style
• Confidence training guiding and supporting staff or volunteers
• Organisational skills particularly around stock and inventory
• Experience using POS systems
• Clear and friendly communication skills
• A collaborative approach and willingness to work across teams

Experience in heritage tourism or community-based retail will be highly regarded.

Why Join us

• Be part of a passionate purpose-driven organisation
• Work in a truly unique heritage environment
• Make a real impact by mentoring and supporting volunteers
• Join a friendly collaborative team that values respect and teamwork
• Help create memorable experiences for thousands of visitors each year

If youre someone who believes that a great culture creates great customer experiences wed love to hear from you.