Job Description

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.

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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.

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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.

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Key responsibilities include:

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- Lead, coach and develop the location team, fostering a positive, accountable and high-performing culture
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- Set clear standards of performance, conduct and customer service across the location
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- Oversee the day-to-day operations of the Heidelberg location, ensuring services are delivered seamlessly and professionally
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- Manage location budgets and financial performance
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- Monitor case volumes and operational performance, identifying opportunities for improvement and growth
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- Ensure all services and customer interactions are delivered in accordance with brand standards
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- Personally manage key customer enquiries, feedback and complaints with empathy, professionalism and discretion
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- Build and maintain strong relationships with local businesses, community groups, industry stakeholders and key influencers
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- Identify opportunities to grow market share, pre-need sales and community engagement
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- Support and oversee local marketing and promotional activities in line with brand guidelines
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- Ensure the location, facilities,



vehicles and equipment are maintained to a high standard
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- Ensure compliance with company policies, procedures and Health, Safety & Environment requirements
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- Remain hands‐on when required, supporting the team with day‐to‐day funeral operations including arranging, conducting, transfers and viewings
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About You

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- 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.
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- You will be polished, skilled and highly emotionally intelligent, with the ability to build trust quickly with families, employees, community stakeholders and industry partners.
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- You will bring a commercial mindset and understand how to balance financial performance with exceptional service delivery
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Essential:

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- Proven management experience, ideally managing a team within a service-driven organisation
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- Demonstrated experience leading, coaching and developing employees
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- Experience managing financial or commercial performance against targets
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- Experience managing the performance and operations of a specific location, branch, site or team
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- Strong customer service and relationship management skills
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- Experience developing and maintaining local business or community relationships
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- Current unrestricted driver's licence
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- Exceptional communication, interpersonal and organisational skills
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- A polished, professional and highly presentable approach
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- Strong commercial acumen and the ability to balance business performance with customer service excellence
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- A calm, mature and compassionate approach when dealing with families and sensitive situations
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- Ability to work within established brand, quality, compliance and safety standards
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Desirable:

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- Previous experience within the funeral services industry
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- Management experience within hospitality, retail, sales or another highly service-driven environment
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- Experience managing a customer-facing location, branch or small business
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- Understanding of funeral service operations, or the ability to quickly develop industry knowledge
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- Tertiary qualifications in Business or a relevant discipline
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- Justice of the Peace qualification, or willingness to obtain this within six months
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Why Apply?

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- Join a prestigious and highly respected organisation within the funeral services sector
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- Lead an established Heidelberg location and make a genuine impact within the local community
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- Take ownership of both people and commercial performance
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- Build a meaningful career where the quality of your leadership directly impacts families and their experience
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- Receive comprehensive training and ongoing professional development
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- Work alongside an experienced and supportive team
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- Be part of an organisation that values customer service, culture, leadership and community connection
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- Develop your career within an essential and highly respected industry
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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.

📌 Location Manager (Victoria)
🏢 Mayday Recruitment
📍 Victoria