About this role
Retail Operations Manager
Australia’s largest public museum organisation is seeking a Retail Operations Manager.
ABOUT MUSEUM VICTORIA:
Museum Victoria cares for the State scientific and cultural collections, providing visitor access, activities and events at five distinct venues: Melbourne Museum, Immigration Museum, Scienceworks, IMAX Cinema and world heritage listed Royal Exhibition Building. To learn more about Museums Victoria, please visit About us – Museums Victoria.
ABOUT THE POSITION:
This position is responsible for the daily operations of the Museum’s Victoria Retail Stores located at Melbourne Museum, Carlton and Scienceworks Spotswood.
The position is accountable for leading and developing the customer facing staff to provide an exceptional and class leading visitor experience, maximizing revenue opportunities via achieving sales targets and KPI’s, and managing operational expenses including front of house staffing budgets, resources and operational expense budgets.
Key duties of this role include:
- Implement and manage a customer experience culture that attracts and retains an enthusiastic and dynamic front of house team driven to exceed customer expectations
- Manage a front of house team at multiple sites motivating them to achieve retail budgets, KPIs and delivering on a high-quality customer/visitor experience and wider organisational values.
- Develop and implement efficient and innovative ways for maximising revenue and managing expenses from all front of house operations, including sales, staff, operational, facilities, and essential services in order to achieve commercial revenue and net contribution targets
- Oversee staff rosters, ensuring appropriate levels of staffing across the venues, maintaining costs to achieve budget whilst delivering retail KPI’s.
- Assist with the management of annual stocktakes and participate in the coordination and action of rolling monthly stocktakes with the support of the storeroom and operational team.
- Assist with the management of internal and external stakeholder relationships specifically regarding retail operations, retail systems, and retail contracts to ensure best outcomes for the businesses and organisation. (stakeholder relationships
- Develop and maintain Retail SOPs and guidelines to ensure consistency and best practises across multiple retail sites
- Manage the operations and staffing of any other additional retail shops/events such as exhibition shops, pop up shops, and other retail events
- Collaborate with the Retail Product Managers and Storeroom teams to coordinate regular visual merchandise of product on shop floor, daily replenishment, promotional and sale activity
The successful applicant will have:
- +5 years’ experience working in a comparable role, leading teams of 15+ people at a multi-site retail / sales business
- Demonstrated experience in leading, motivating and developing large customer service teams to deliver high standards of customer service, and visitor engagement
- Demonstrated ability to develop and achieve KPIs and sales targets and detect opportunities for business growth to grow revenue.
- Proven ability to efficiently manage and streamline operational budgets including front-line staff rostering, implementing innovative change to increase efficiencies and to maximise profitability.
- Demonstrated high level interpersonal and communication skills with a proven capacity to develop operationally valuable relationships with a range of key stakeholders, both internal and external.
- Demonstrated experience reporting on key metrics and sales results supported with analytic evidence and data and transparent record keeping
- Proven ability to perform under pressure whilst balancing workloads, supported by high level time management capacity in a high turnover retail environment.
- Demonstrated experience in developing, implementing, maintaining, and promoting comprehensive standardised operating procedures aligned with an industry standard, organisation strategic plan and values.
- Proven organisation and time management skills, ability to work without direct supervision and manage multiple tasks
HOW TO APPLY?
To view the position description and apply go to Careers – Museums Victoria and click on Current vacancies.
Applications will require the following documents:
- A cover letter addressing the key selection criteria found in the position description
- Your resume detailing relevant experience
