This position provides oversight for all operations in the museum’s retail space. The Retail Manager leads all shop operations and support and relief assistance to the team across Front of House (FOH), Retail and Volunteers. Managing and motivating the teams to deliver exceptional customer service ensuring a positive visitor experience from arrival to departure.
This position manages the museum’s commercial retail and wholesale operations and visual presentation of merchandise in the retail store. Preparation and controlling the shop budgets aiming for maximising efficiencies and profit margins. Managing and motivating the retail team to deliver exceptional customer service ensuring a positive visitor experience. The position is responsible for initiating and developing goals, targets, work guiding principles, work techniques, sales structure, sales promotion techniques, marketing strategies and the development of an innovative range of merchandise and customer service techniques to succeed in retail merchandising. Particularly, managing and overseeing the ongoing development of the online store.
The key duties of the position include:
- Day to day operations of the Museum’s retail store, including sales, merchandise presentation, customer service, enquiries and complaints, online store, account balancing, daily & monthly reporting, internal team communications, presentation & organisation of the retail store, office & workspaces.
- Address a broad range of visitor enquiries and concerns, whilst maintaining professionalism, tact and diplomacy when dealing with difficult situations, enquiries and/ or complaints.
- Maintain customer experience through team member interaction and store presentation.
- Develop and train sales team members by conducting daily sales observations and providing continuous staff improvement and training on retail standard operating procedures (SOPs) in operating procedures, sales techniques, customer service, product knowledge, and online sales.
- Work effectively as the leader of a high performing team, to assist the Museum in its achievement of strategic outcomes while maintaining and nurturing internal and external relationships.
- Have strong product knowledge of the Museum’s retail offerings and the ability to link with the Museum’s vision and operational plan.
- Responsible for inventories stock pricing, stock take, stock reorders and ensure best-selling items are constantly available.
- Responsible for retail, wholesale and product development and maintain a mix of new and staple products.
- Identify slow moving lines and creative ways to move stock without a loss.
- Collaborates closely with the Front of House team and able to cross train in Front of House operations.
- Demonstrate high level end of day cash handling procedures and reconcile daily and weekly takings.
- Recognise and develop techniques for driving instore and online sales and increase profitability.
- Introduce effective business plan and strategy to increase online retail sales
- Implement a seasonal visual merchandise plan for cross merchandising
- Ensure allocated Key Process Indicators (KPI) are achieved and where they are not, performance is managed in line with Museum policy and procedure.
- Provide direction and performance feedback to the team.
- To fulfil the key competencies of the classification of this position as defined and described by the Integrated Leadership System
- Any other lawful and reasonable request made within this position
Eligibility
- Demonstrated ability of exceptional Customer Service and Sales delivery, ideally in a cultural or retail environment.
- Knowledge of retail sales margin, stock pricing and related stock performance metrics
- Demonstrated success in enhancing the visitor experience and retail conversions above industry standard.
- Previous experience working with computerised retail systems and cash handling practices.
- Experience managing customer facing sales teams with revenue and customer satisfaction KPIs.
- Experience leading teams and demonstrated ability to supervise, motivate, train and develop staff.
- Highly developed communication and liaison skills with an ability to represent the museum to visitors and contractors.
- Proficiency in database management and advance MS Excel, with evidence of an ability to interpret data and prepare accurate detailed reports for management.
- Ability to work weekends.
Desirable:
- Experience in Retail Management
- Sound business management & financial knowledge
- Previous experience working within the public sector
- Knowledge of social media publishing programs and retail CRM software skills would be an advantage
