Retail Manager | Mitre 10 MEGA New Lynn

🏗️ Who We Are

Mitre 10 has been a trusted name in New Zealand homes since 1974. As part of the largest group within the Mitre 10 network, we combine the scale and strength of a national brand with the values of a Kiwi-owned, community-focused business.

Mitre 10 MEGA New Lynn is a high-volume, fast-paced retail environment serving a diverse West Auckland customer base. With a broad product range and strong trade and retail mix, the store offers real complexity, pace, and opportunity for experienced retail leaders who enjoy being hands-on and making an impact.

🧭 About the Role

We’re seeking an experienced Retail Manager to lead our customer-facing service functions and help drive a strong culture of performance, accountability, and exceptional customer experience.

This is a senior leadership role reporting to the Store Manager, with primary responsibility for customer service delivery and complaint resolution, and an active leadership role in supporting loss prevention and health & safety outcomes across the store. You’ll play a key role in shaping how customers experience our business — from the frontend to service departments — while contributing to strong, store-wide operational performance.

This role also contributes to the leadership of selected retail departments beyond service, with departmental scope flexing as required to support overall store performance. The exact department mix may vary over time in line with business needs and store structure.

🛒 Your Day-to-Day

• Leading customer service standards and ensuring a consistently positive customer experience
• Leading and developing service-focused teams, including coaching and performance management
• Managing labour, rosters, and service delivery to budget
• Owning customer complaints and driving effective, timely resolution
• Using data and customer feedback to identify service improvement opportunities
• Supporting efficient, professional day-to-day store operations
• Supporting and contributing to health & safety, loss prevention, and compliance outcomes across the store
• Driving a positive team culture aligned to company values and expectations

👤 What You’ll Bring

• Senior retail leadership experience in a large format / big box environment
• A strong customer-first mindset with the confidence to handle complex service issues
• Proven experience leading large teams in a fast-paced setting
• Sound commercial and operational judgement, backed by data
• Strong knowledge of health & safety obligations and people leadership practices 
• Clear, confident communication and the ability to lead through influence and action

🎯 Why Join Us?

• Lead a critical service portfolio in a high-profile MEGA store
• Be part of a large, stable, Kiwi-owned retail group with real scale
• Work alongside experienced senior leaders in a collaborative environment
• Generous staff purchase scheme at select Columbus Café’s and Mitre 10 stores!
  

👉 What’s Next

If you’re a service-led retail leader who enjoys accountability, complexity, and leading from the front, we’d love to hear from you. Apply online and take the next step in your retail leadership career. Working Together. Chasing Great.