About us

House of Health Collective (HOHC) is a certified organic and wholefood retailer, established in 1972. We operate stores at the Adelaide Central Market and on The Parade, Norwood. Our values are organic, clean-label, authentic and community-focused.

About the role The Customer Service Manager (CSM) oversees and manages the daily operations of our stores, with a strong focus on Customer Experience. The role forms an key part of the senior management team, reports directly to the Owners, and works closely with the Inventory Manager (IM), the Finance Manager and leaders across our retail and warehouse locations.

The CSM holds direct responsibility for the Customer Experience and supports the IM with inventory and operations. Together, the CSM and IM manage, motivate and supervise all staff. They also uphold high produce and product standards (quality, freshness, variety and presentation) and strict compliance with Occupational Health & Safety, Employment, Food Safety, ACO Organic Certification and all other relevant requirements.

In the IM's absence, the CSM provides cover and assumes the IM's authority.

The ideal candidate is proactive, organised, commercially astute and operationally sharp, with genuine leadership capability, excellent problem-solving abilities and a commitment to exceptional retail standards. You're comfortable making decisions independently and holding your team accountable to HOHC's high standards.

Key responsibilities

Customer Experience & Operations

- Support daily store operations for smooth, efficient workflows and exceptional customer service

- Uphold outstanding service: every customer greeted, assisted promptly and given a positive experience

- Monitor fresh produce and overall presentation; keep the store clean, organised and aligned with HOHC's brand standards

- With the IM, maintain an 'Opening Night' standard of presentation and service, 'Instagram Worthy' displays, and fully stocked, well-presented bulk, product and produce displays

- Work with Customer Service staff on queue management processes for key periods; assist with enquiries, recommend produce or promotions, and resolve complaints

- With the IM, develop marketing and promotional activities; give staff weekly updates on new lines, discontinued items, operational changes and price adjustments

- Lead from the floor during peak periods: greet and assist customers, deploy staff where needed, and maintain the customer experience

Team Leadership

- Lead and develop the Customer Service team, including performance assessments under the HOHC Performance Management Policy

- Assist the IM with the Lead Bulker, Bulkers and F&V; Assistant





- Lead by example so staff feel valued; foster a positive, high-performance culture and hold team members accountable

- Jointly manage training and performance management with the IM; support staff scheduling and provide your availability each rostering cycle

- Participate in onboarding and induction; sign off on mandatory competencies

- Share best practice with the Owners and leadership team to drive continuous improvement

Inventory & Pricing (supporting the IM)

- When requested:
- receive and verify deliveries against purchase orders and invoices
- raise discrepancies and credit requests, and report them to the Finance Manager and Owners
- maintain inventory records and conduct stock counts
- coordinate transfers between sites

- When requested

- set and maintain pricing using approved margins, including F&V; at cost plus markup
- update signage the same day and communicate changes to staff
- set up new inventory items under the HOHC naming convention

- In the IM's absence, own the full ordering cycle and daily auto-orders. Apply commercial judgement on demand, supplier lead times and seasonal or promotional forecasts, consulting the Owners where needed.

- Monitor stock levels, shrinkage and variances, and recommend actions to prevent over-stocking or shortages

- Assist with freshness, FIFO rotation and best-before monitoring to minimise wastage

- Analyse consumer behaviour, competitor promotions and slow-moving stock

- Raise price adjustments and new product opportunities (in line with HOHC standards, including Organic Certification) with the Owners

Online Orders & Fulfilment

- In the IM's absence, manage HOHC's online business:
- Process ACMA Online, Shopify and MyFoodLink orders (handle subsitutions, courier bookings etc)

- With the IM, ensure orders go out on time, checked for accuracy and packed to HOHC's brand standard for both transport and presentation

- Assist with online customer requests, complaints and feedback

- Report to the Owners on improvements to the online experience and efficiency: store presentation, pre-packed sizes, curated hampers, promotions and products

Systems & Reporting

- Support the IM with GAP Solutions (EMS); use the PDE device for stock counts, receiving,



wastage and transfers when requested

- Monitor Tanda (rostering software) clock-on/off compliance for the Customer Experience stream and support the IM across the other streams, escalating issues immediately

- Complete End of Day POS processes; assist with bank deposits, inventory cost tracking and payroll submissions

- Support store performance reviews: sales analysis, budgeting input, margin reviews and financial reporting

- Review stock turnover, wastage, shrinkage and margin, and propose improvements and promotions

Compliance, Food Safety & WHS

- Ensure Customer Service staff comply with HOHC's food safety standards, ACO certification requirements and WHS obligations, and assist the IM with compliance across the other streams

- Maintain accurate certification signage and escalate any uncertainty to the Owners

- Respond promptly to hygiene and safety incidents, spills, misplaced stock or equipment faults

- Check the first aid kits monthly and restock after use

- Ensure Bulking staff are trained and signed off on SOPs (Nut Butter Mill, Knives & Sharps, Manual Handling, MSDS) before working unsupervised

Absence Cover

- In the IM's absence, assume IM authority for the shift, with the senior Customer Service staff member leading the floor under your authority

- Complete daily stream reports, confirm operational readiness at close, and ensure a proper handover

- Ensure the staff roster is published and maintained in accordance with HOHC's minimum staff requirements. Manage staff absences where necessary and liase with other Managers to ensure adequate coverage.

About you

Essential

- Demonstrated experience in a retail management or operational role

- Ability to role model and develop a strong customer experience mindset across the team (Service, Presentation, Story Telling, Product Offering/Availability)

- Strong inventory management capability: POS/EMS systems, purchase orders, stock counts and supplier management

- Genuine leadership: a proven record of managing and developing a team, not just supervising one

- Commercially literate: understands margin, pricing, stock turn and wastage as business metrics, not just operational tasks

- Highly organised and detail-oriented; able to manage multiple priorities without losing quality

- Strong communication skills with suppliers, owners and team members at all levels

- Alignment with HOHC's values: organic, clean-label, authentic and community-focused

Highly desirable

- Experience with GaP Point of Sale, Shopify and MyFoodLink

- Proficiency in Microsoft Office

- Forklift Driver's Licence

📌 Customer Service Manager (Adelaide)
🏢 House of Health Collective
📍 Adelaide