Position Overview

The Sales and Retail Operations (SRO) Team Lead is responsible for enhancing the museum visitors’ experience by delivering exceptional customer service. This position assists the Director of Sales and Retail Operations with the overall planning and management of the Museum Store, including administrative tasks, sales reporting, visual merchandising, and other related duties.

Essential Functions:

Team Management:

• Manage the store sales team to ensure customers receive timely assistance.
• Encourage and support team members, communicate goals, and identify areas for training or skill development.
• Manage, train, and develop store staff, ensuring they are well-prepared to perform their duties effectively.
• Create and manage staff schedules to ensure adequate coverage during all operating hours.
• Leverage individual staff strengths to create developmental plans and prepare employees for growth within the organization.
• Assist in employee recruitment, training, and development.
• Deliver real-time feedback and coaching in collaboration with the Director.

Store Operations:

• Assist in all areas of store, including sales, shipping/receiving, reconciling, merchandising, and cash management.
• Open and close the Museum Store, including POS operations, and generating end-of-day reports.
• Ensure timely incorporation of new products and merchandise onto the Museum Store floor in an attractive and sales-driven manner.
• Oversee and maintenance of stockroom & satellite location, including back stock, supplies, and surrounding areas.
• Restock merchandise and maintain cleanliness in the Museum Store and stockroom.
•  Supervise sales associates in incorporating new merchandise into the store.

Inventory and Sales:

• Oversee inventories and stock, including detailed record-keeping of inventory use and sales, and recommend orders where necessary.
• Monitor and control inventory levels and reordering as necessary, within budget, while managing shrink.
• Assist in the development of merchandise plans for special exhibitions and seasonal changes.

Customer Service

• Consistently create a welcoming environment by greeting and assisting customers and responding promptly to their needs.
• Demonstrate leadership behaviors, including driving sales, handling complex sales, managing cash, and ensuring customer follow-up.
• Assist the Director by providing a strong leadership presence, ensuring exceptional customer experience and quality merchandise.

Store Promotions and Visual Merchandising:

• Assist with store promotions and event preparations as needed.
• Ensure accuracy of pricing, signage, and displays at all times.
• Maintain Museum standards for the appearance of the store and staff.

Cash and POS Management:

• Manage cash operations for the Museum Store and during special events
• Report and troubleshoot POS issues as necessary.
• Oversee the ordering of office and store supplies as needed.
• Receive and process incoming shipments, invoices, and returns.

 Required Education, Desired Skills and Experience:

• Associate or Bachelor’s Degree preferred.
• Ability to work a flexible schedule, including nights, weekends, and holidays.
• Proficiency in computers with the ability to learn department-specific systems.
• Two years of retail and customer service experience required.