Manager, Retail In-store Sales & Service Operations

Role overview

Store leadership and performance

• Lead daily store operations and maintain efficient processes and exceptional customer service.
• Implement strategies to achieve revenue targets, improve conversion, maximize sales opportunities, and manage operating costs.
• Coach and guide Assistant Store Managers and retail sales associates; develop staffing plans, schedules, and assignments.
• Monitor store performance and resolve operating challenges and customer concerns.

Merchandising and inventory

• Create and oversee visual displays and planograms that showcase products and align with ROM exhibitions, programs, and initiatives.
• Oversee inventory, stock accuracy, replenishment, and compliance with financial guidelines and operating budgets.

Collaboration and partnerships

• Coordinate with Commercial Enterprises, Visitor Experience, Membership, Security, Facilities, and other teams to support retail operations and visitor experiences.
• Maintain relationships with suppliers, vendors, artists, and other partners; support reporting, continuous improvement, and new retail initiatives.

Education and experience

• Undergraduate degree in Retail Management, or a college diploma in Retail, Hospitality, Sales Management, or a related discipline.
• At least five years of relevant retail experience, including Store Manager, Sales Lead, or Visual Merchandising Lead experience and hands-on retail team supervision.

Skills and systems

• Demonstrated ability to drive sales, achieve revenue targets, manage costs, and provide strong customer service.
• Experience with visual displays, planograms, retail team leadership, scheduling, inventory, stock control, and store operations.
• Proficiency with Shopify Plus, point-of-sale, e-commerce, inventory management systems, Microsoft Word, and Microsoft Excel.
• Strong interpersonal, communication, organizational, and problem-solving skills.

About ROM