·        Love offering great customer / guest experiences ·        Love coaching, mentoring and leading a team?·        Want to be a part of something genuinely special?About Zig Zag RailwayZig Zag Railway is a much-loved heritage tourist railway located near Lithgow, approximately 90 minutes from western Sydney. Operated by a not-for-profit cooperative, the railway is powered by a dedicated mix of volunteers and leaders who care deeply about history, community, and exceptional visitor experiences.About the RoleZig Zag Railway is looking for a Retail Crew Leader to guide our souvenir shop team and help create memorable moments for every visitor who steps through our doors. This role is about much more than retail — it’s about culture, teamwork, and customer / guest excellence in a unique heritage tourism environment.As Retail Crew Leader, you’ll oversee the day-to-day operations of our retail / souvenir shop while leading a small team of retail crew members and volunteers. You’ll create a welcoming, supportive environment where people feel confident, valued, and proud of the experience they deliver. You’ll work closely with other customer-facing leads across food & beverage, group bookings, customer engagement, and the museum to help deliver seamless, high-quality visitor experiences.This role is ideal for someone who enjoys coaching others, building positive team culture, and delivering outstanding customer service, while still having a sharp eye for merchandising, stock, and sales. What You’ll Be DoingCoach, mentor, and support retail crew members and volunteers, and lead by example on service standards and engagementFoster a positive, inclusive, and team-focused culture that ensures every customer / guest feels welcomed and well looked afterProvide on-the-job training in customer service and POS useSupport rostering to ensure the right coverage at the right timesOversee daily retail operations and visual merchandising - manage inventory, stock levels, and supplier coordination, and plan stock for seasonal demand, special events, and visitor trendsWork closely with the marketing team to monitor sales trends and adjust displays and product mix accordinglyYou’ll need:Experience in retail leadership or a customer-facing retail roleA strong customer-service mindset and people-focused leadership styleConfidence training, guiding, and supporting staff or volunteersOrganisational skills, particularly around stock and inventoryExperience using POS systemsClear and friendly communication skillsA collaborative approach and willingness to work across teamsExperience in heritage, tourism, or community-based retail will be highly regarded.Why Join us?Be part of a passionate, purpose-driven organisationWork in a truly unique heritage environmentMake a real impact by mentoring and supporting volunteersJoin a friendly, collaborative team that values respect and teamworkHelp create memorable experiences for thousands of visitors each yearIf you’re someone who believes that a great culture creates great customer experiences, we’d love to hear from you.

Retail Team Leader

·        Love offering great customer / guest experiences

·        Love coaching, mentoring and leading a team?

·        Want to be a part of something genuinely special?

About Zig Zag Railway

Zig Zag Railway is a much-loved heritage tourist railway located near Lithgow, approximately 90 minutes from western Sydney. Operated by a not-for-profit cooperative, the railway is powered by a dedicated mix of volunteers and leaders who care deeply about history, community, and exceptional visitor experiences.

About the Role

Zig Zag Railway is looking for a Retail Crew Leader to guide our souvenir shop team and help create memorable moments for every visitor who steps through our doors. This role is about much more than retail — it’s about culture, teamwork, and customer / guest excellence in a unique heritage tourism environment.

As Retail Crew Leader, you’ll oversee the day-to-day operations of our retail / souvenir shop while leading a small team of retail crew members and volunteers. You’ll create a welcoming, supportive environment where people feel confident, valued, and proud of the experience they deliver. You’ll work closely with other customer-facing leads across food & beverage, group bookings, customer engagement, and the museum to help deliver seamless, high-quality visitor experiences.

This role is ideal for someone who enjoys coaching others, building positive team culture, and delivering outstanding customer service, while still having a sharp eye for merchandising, stock, and sales. 

What You’ll Be Doing

  • Coach, mentor, and support retail crew members and volunteers, and lead by example on service standards and engagement
  • Foster a positive, inclusive, and team-focused culture that ensures every customer / guest feels welcomed and well looked after
  • Provide on-the-job training in customer service and POS use
  • Support rostering to ensure the right coverage at the right times
  • Oversee daily retail operations and visual merchandising - manage inventory, stock levels, and supplier coordination, and plan stock for seasonal demand, special events, and visitor trends
  • Work closely with the marketing team to monitor sales trends and adjust displays and product mix accordingly

You’ll need:

  • Experience in retail leadership or a customer-facing retail role
  • A strong customer-service mindset and people-focused leadership style
  • Confidence training, guiding, and supporting staff or volunteers
  • Organisational skills, particularly around stock and inventory
  • Experience using POS systems
  • Clear and friendly communication skills
  • A collaborative approach and willingness to work across teams

Experience in heritage, tourism, or community-based retail will be highly regarded.

Why Join us?

  • Be part of a passionate, purpose-driven organisation
  • Work in a truly unique heritage environment
  • Make a real impact by mentoring and supporting volunteers
  • Join a friendly, collaborative team that values respect and teamwork
  • Help create memorable experiences for thousands of visitors each year

If you’re someone who believes that a great culture creates great customer experiences, we’d love to hear from you.

To apply online, please click on the appropriate link below.