The Director of Retail Operations is responsible for implementing the overall strategy of the museum’s retail operations (in-museum and ecommerce), which includes merchandise selection, sales operations, staff management, budgeting, membership sales support and reimagining a mix of products that will maximize the store’s revenue while appealing to a diverse cross section of visitors and members. This position reports to the Chief Financial Officer.

Sales Operations and Merchandise Management:

• Research, select, and purchase product assortment for the store and ecommerce site to match the Museum’s collections and exhibitions and support the store mission, goals, and brand. This includes developing a merchandise mix that reflects the seasonal nature of retail in South Florida and supports the Museum’s goals of being accessible to a diverse cross section of visitors and members.
• Evaluate options, source and negotiate with vendors, and secure competitive prices, quality, and terms to deliver high-quality, relevant merchandise and value to customers.
• Set retail prices and analyze sales performance of merchandise to maximize return on investment.
• Manage POS software and maintain the store database, keep abreast of software upgrades and obtain training as necessary on an ongoing basis.
• Set sales goals and monitor performance metrics to ensure revenue targets are met or exceeded.
• Oversee product development and licensing agreements to create unique museum merchandise.
• Coordinate ordering and procurement of catalogues and books for the museum.
• Create visually engaging displays to showcase merchandise and enhance customer experience.
• Manage store layout and fixture arrangements to optimize product visibility and flow.
• Keep current with emerging trends related to museum retail stores as well as innovative specialty retail trends.

Financial Management:

• Collaborate with the Chief Financial Officer (CFO) to develop and manage a long-term growth strategy for the store, aligned with the Museum’s mission and overall strategic goals.
• Develop annual budgets and operational plans for the store, managing product selection and expenses to meet net income goals.
• Analyze sales data to identify trends, opportunities for improvements, and actionable insights for driving store performance.
• Monitor and manage cost controls, identifying opportunities for cost reduction without compromising quality or customer experience.
• Implement and maintain inventory tracking systems to ensure accurate reporting, stock levels, and loss prevention.
• Conduct regular cycle inventory counts to ensure the accuracy of stock levels and consistency with reported data.
• Develop and implement efficient standard operating procedures (SOP) for store process as well as handling cash, check, and credit card transactions, ensuring proper controls and reconciliation.
• Prepare the store for the Museum’s annual audit by generating reports, performing a manual inventory count, and ensuring all inventory and sales records align with the results and cash receipts.
• Provide daily/weekly/monthly sales reports meeting regularly with the CFO to review performance and make necessary adjustments.

Team Leadership and Management

• Oversee and directly supervise the retail sales team, including hiring, training, coaching, scheduling, motivating, and performance management.
• Lead and promote effective communication to ensure well-informed and responsive store associates.
• Demonstrate leadership and provide information to the team to support outstanding customer service.
• Ensure that all staff are adequately trained and using the software appropriately.
• Provide ongoing staff coaching and mentoring, including POS membership scripting.

Collaboration:

• Partner with museum teams to keep the store mission and merchandise connected to the Museum’s collection and rotating exhibitions and ensure the store is integrated cohesively into the marketing, communications, and membership plans of the museum.

• Collaborate with the Membership team to support new member goals, maintain loyalty among existing members and reinforce the value of Membership.
• Work closely with Curatorial and Learning and Community Engagement teams to integrate retail initiatives with museum exhibitions and programming.
• Partner with Marketing and Communications to develop special events and promotions related to the store.
• Other duties and projects assigned.

Physical Requirements -

Mental, emotional, and physical stamina required to deal with simultaneous demands and varied personalities. The ability to lift and transport boxes (up to 30 pounds), climb ladders, stoop, bend, work in confined tight spaces, handle stock and occasionally stand for periods of time up for 4 hours or more.

Note: Nothing in this job description restricts management’s rights to assign or reassign duties and responsibilities to this job at any time.

• A minimum of 5 years’ experience in retail management, buying and product development, preferably in a museum or specialty store environment.
• Experience and understanding of running a successful ecommerce site is a plus.
• Experience in personnel management and motivation, visual merchandising, and inventory control.
• Outstanding communication skills and interpersonal skills with the ability to interact and present with tact, diplomacy and elegance to Museum leadership, artists, foundations, licensing entities, VIP donors, customers, and store staff to achieve goals.
•  A proven track record of leading a sales team effectively.
• Creative problem-solving abilities and a passion for enhancing the visitor experience.
• Strong interpersonal and collaboration skills with the ability to work cross-departmentally.
• Working knowledge of Word and Excel as well as demonstrated experience with POS systems are also required.
• Flexibility to work nights, weekends, and holidays as necessary.