Reflections Holidays is NSW's largest holiday park group, with 40 unique destinations across some of the state's most extraordinary locations, all situated on iconic NSW Crown Land.

Our Newcastle-based support office works alongside teams spread across our parks and operations. We value people who get to know our business firsthand, build strong relationships and understand how our teams work to deliver great experiences for our guests.

Our values guide everything we do: Care Deeply. Say It, Do It. Make a Difference. Grow Together.

The Role

As our new Retail and Customer Experience Manager, you'll play a pivotal role in shaping how retail and guest experience come to life across our network of holiday parks. You'll turn strategic priorities into practical initiatives, strengthen commercial performance, and help create memorable experiences that add value to every stay.

Working closely with the Head of Commercial Operations and Customer Experience, park teams, Marketing, and support office functions, you'll connect the needs of our guests with the commercial opportunities across our business. From retail offerings and seasonal campaigns to customer experience initiatives and new service ideas, you'll help our teams deliver experiences that feel engaging, consistent, and distinctly Reflections.

What you'll be getting into

With a diverse network of parks, different guest needs and changing seasonal demands, there are exciting opportunities to strengthen the connection between retail, customer experience and overall park performance.

Working collaboratively across the business, you will:

Shape and elevate the guest experience

- Identify opportunities to enhance the end-to-end guest journey,



creating experiences that reflect our brand and enhance the guest experience

- Develop and implement customer experience initiatives, service pilots and practical improvements.
- Work with Marketing and park teams to deliver seasonal campaigns, promotions, activities, and experiences.

- Use guest feedback, operational insights and data to identify opportunities, solve problems, and improve service delivery.

- Help translate our purpose and values into practical actions.

Drive retail performance and commercial outcomes

- Translate retail strategy into actionable plans and initiatives that improve performance across the network.
- Monitor revenue, margin, product, stock, and sales performance, using data to identify opportunities and drive targeted improvements.
- Support effective product ranging, visual merchandising, retail presentation, and stock management to ensure our retail offerings meet guest needs and commercial objectives.
- Coordinate seasonal product changes, promotions, and retail initiatives in partnership with stakeholders.
- Identify opportunities to strengthen the role of retail in the guest experience.

Turn strategy into consistent operational delivery

- Develop practical tools,



resources and rollout plans that help park teams deliver customer experience and retail initiatives effectively.
- Work closely with leaders to understand local needs, resolve operational challenges, and support consistency across our parks.
- Strengthen retail operating disciplines, including POS, inventory management, stock controls, and day-to-day processes.
- Coordinate with suppliers and external stakeholders on product ordering, quotations, pricing, stock reviews, and procurement activities.
- Maintain dashboards and reporting tools that provide transparent visibility of performance, support informed decisions and drive accountability.

Innovate, collaborate, and drive continuous improvement

- Partner with other business units to deliver initiatives that improve both guest and business outcomes.
- Identify opportunities to simplify processes and improve service delivery across multiple parks.
- Test new ideas, learn from service pilots and use evidence to refine and scale successful initiatives.
- Balance the needs of guests, park teams, and the business to deliver practical and sustainable improvements.

About You

You'll be a commercially minded, customer-focused retail leader who understands that great experiences and strong business performance go hand in hand.

This is a role for someone who sees the bigger picture but knows how to make things happen on the ground. You're analytical and commercially astute, but equally comfortable collaborating with teams, testing ideas and turning plans into action.

We're looking for someone with:

- Demonstrated experience in retail operations, customer experience, hospitality, tourism, accommodation, or a comparable customer-facing, multi-s

📌 Retail & Customer Experience Manager (Australia)
🏢 Reflections Holidays
📍 Australia