Job Description
Business Operations Manager
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MAMAWEST ~ Footscray, Melbourne ~ Full Time
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The Opportunity
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We're looking for an exceptional Business Operations Manager to become the operational leader behind MAMAWEST.
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We're looking for someone who has led high-performing teams, understands commercial performance, loves creating exceptional customer experiences and knows how to turn vision into action! *Did someone say spreadsheet?*
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You may come from premium retail, luxury hospitality, wellness or another customer-first environment. You may have built your career with brands like MECCA, Aesop, Apple, Lululemon, Sephora or Country Road.
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Hairdressing experience is NOT required. Retail leadership experience is essential.
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As our Business Operations Manager, you'll work directly alongside our Founder & Education manager & Performance manager, taking ownership of the day-to-day operational health and performance of the business.
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The Founder sets the vision and direction. You'll create the structure, accountability and execution required to achieve it.
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About MAMAWEST
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MAMAWEST is a multi award-winning creative business based in Melbourne's inner west.
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We're known for creativity, education, inclusivity and delivering an exceptional client experience.
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But we're building much more than 'just' a business. We're in our legacy piece re writing how things are done in our industry.
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MAMAWEST continues to grow nationally across education, content, creative partnerships and industry opportunities, and we're looking for an experienced operator who can help build the business behind the brand.
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What You'll Own
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Your role sits across five key areas:
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1. Business Performance
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You'll understand the numbers behind the business and use them to drive better decisions.
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You'll:
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Own our daily, weekly and monthly business performance dashboard.
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Monitor revenue, profitability, wages, productivity, retail and cost of goods.
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Track performance against budgets and targets.
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Forecast sales and identify risks and opportunities early.
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Analyse performance and turn insights into clear actions.
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Identify opportunities to reduce costs and improve profitability ^^^^^^.
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Work closely with the Founder and our financial partners on budgets and business performance.
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You should always be able to tell us:
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Where are we? Why are we there? Where are we heading? And what are we doing about it?
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2. People & Performance
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You'll lead, support and develop a high-performing team while creating a culture of accountability, care and continuous improvement.
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You'll:
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Lead regular one-on-ones and performance conversations.
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Set and monitor individual and team KPIs.
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Coach team members around productivity, retail, rebooking and client retention.
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Create career development and performance plans.
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Manage performance issues and difficult conversations when required.
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Support recruitment,



onboarding and workforce planning.
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Monitor annual leave, sick leave, TIL and overtime.
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Lead team meetings and communication.
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Develop future leaders within the business.
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Create an setting where people feel supported while understanding exactly what's expected of them.
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We want someone who can balance high standards with genuine care for people. LEADERSHIP is our strong suit!
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3. Client Experience & Retail
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Client experience is at the heart of MAMAWEST.
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You'll take ownership of the entire client journey and continually look for ways to make it better!
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You'll:
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Monitor client satisfaction, feedback and reviews. Implenting better systems to capture, just that.
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Track client retention, rebooking, cancellations and lost clients.
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Oversee high-level complaints and service recovery.
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Identify opportunities to elevate every client touchpoint.
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Maintain premium presentation and service standards.
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Develop strategies to strengthen client loyalty and retention.
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Retail
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Retail experience is essential for this role.
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You'll build a strong retail culture based on education, trust and genuine client care rather than transactional selling.
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You'll oversee:
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Retail KPIs and growth.
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Team retail coaching.
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Product performance.
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Visual merchandising.
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Inventory and stock forecasting.
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Supplier relationships.
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Retail promotions and opportunities.
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4. Operations
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You'll create the systems and structure that allow MAMAWEST to run efficiently without constant firefighting.
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You'll:
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Oversee day-to-day business operations.
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Build and improve systems, processes and SOPs ~ this is critical to the piece!
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Identify inefficiencies and operational bottlenecks.
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Manage rostering and capacity planning.
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Oversee & renegotiate suppliers, contractors and operational relationships.
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Manage inventory, stock expenditure and wastage.
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Oversee facilities, maintenance and equipment.
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Maintain operational and workplace compliance.
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Ensure projects, meetings and actions are followed through.
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Identify opportunities to use technology, AI and automation to work smarter, not harder. But still be a human with your own beautiful brain and not solely rely on such. Plz & Thank you.
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Your mindset should constantly be:
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How can we make this simpler, smarter and better?
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5. Growth & Continuous Improvement
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We're not looking for someone to simply maintain what's already here.
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We want someone who helps us build what's next.
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You'll work alongside our Founder to:




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Translate business goals into operational plans.
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Lead quarterly business improvement projects.
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Identify new efficiencies and commercial opportunities.
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Support the delivery of education, events, partnerships and new initiatives.
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Build scalable systems for future growth.
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Manage projects from idea through to execution!!!!
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Measure results and continuously improve.
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Bring ideas and solutions to the table.
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We don't want someone who waits to ask:
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"What do you need me to do?"
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We want someone who comes to us saying:
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"Here's what I'm seeing. Here's what I think we should do."
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About You
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You're an experienced operator who loves both people and performance.
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You're commercially minded, highly organised and naturally take ownership.
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You notice when something isn't working and your instinct is to understand why and fix it~
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You're comfortable moving between a financial report, a performance conversation, a client issue and a strategic planning meeting.
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You communicate clearly.
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You follow through.
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You don't need to be chased.
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And you genuinely enjoy making businesses better! AN Intrepeneur!
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What You'll Bring
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Proven experience in operations, business management or senior retail leadership.
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Strong premium retail experience — essential.
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Experience leading and developing high-performing teams.
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Strong commercial and financial acumen.
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Confidence interpreting sales reports, budgets and KPIs.
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Experience managing labour and productivity.
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Excellent organisational and project-management skills.
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Strong communication and emotional intelligence.
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Confidence managing conflict and performance conversations.
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Experience improving systems and operational efficiency.
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Strong technology skills and the ability to learn new platforms quickly.
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A genuine passion for exceptional customer experience.
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Ability to create systems and processes which is critical to the role. If you don't know what an SOP is, this might not be for you.
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Hairdressing experience is not required.
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In fact, we're excited about what someone from outside our industry could bring to MAMAWEST.
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What does success look like?You'll know you're succeeding when:
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The business consistently achieves its financial and operational targets.
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Our team understands their goals and is supported to achieve them.
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Retail performance grows.
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Productivity and utilisation improve.
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Client retention and loyalty strengthen.
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Operational problems are identified before they become major problems.
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Systems become simpler and more effective.
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Business priorities actually get executed.
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The Founder has greater capacity to focus on brand, creativity, education, partnerships and future growth! ^^
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Ultimately, your role is to make MAMAWEST stronger every month.
#J-*****-Ljbffr

📌 Business Operations Manager (Victoria)
🏢 MAMAWEST
📍 Victoria