Retail Operations Manager

Reports to Director of Retail 

We are seeking a highly organized, tech savvy Operations Manager to work with the Director of Retail to oversee retail business operations, streamline processes, and support the store, the ecommerce site and cafe functions. The ideal candidate is a proactive problem solver who thrives on efficiency. Must have extensive knowledge of Shopify including inventory management, reporting, and app integrations. Works with the Director of retail to oversee the daily operations and performance of the retail space, including sales, operations, staff supervision, training and development, ecommerce site as well as loss prevention. Needs to be able to work with minimal supervision.

Located in the Museum Center, the Museum Store and Nook Café are seen by all visitors and must offer engaging merchandise and exceptional customer service.

Specific Responsibilities

• Through research and education opportunities, become conversant about Mark Twain, the house, collections, exhibitions and programs.
• Nook Café management
  • Maintain Café food inventory and operations and be a primary liaison with catering partner.
  • Procure food and beverage merchandise from wholesale warehouse, transport back to Museum.
• Oversee and/or perform daily sales activities including cash management; end-of-day reports; and cash reconciliation.
• Training, supervising, and ongoing coaching to maintain a highly motivated and energetic sales team.
• Troubleshoot technical issues and work with vendors to resolve system problems.
• Provide ongoing training on systems procedures, product knowledge, merchandise, and customer service.
• Encourage enthusiasm for books by Mark Twain, product lines, sales goals and cross promotions.
• Other duties as assigned.

E-Commerce and Promotional Responsibilities

• Oversee the fulfillment of online sales.
• Improve conversion rates for the ecommerce site through improvements to website design.
• Post the online store blog.
• Oversee social media that relates to the store and supply marketing copy and graphic images and videos to the Marketing Department.
• Produce bi-weekly newsletters and promotions for Museum Store email subscribers.
• Collaborate with the Marketing department and Director of Retail on end of year holiday promotion strategy.
• Design and publish digital catalogs quarterly with the Director of Retail.
• Manage discounts on point-of-sale systems for online and in-store customers.
• Reconcile and ensure fulfillment of book orders associated with author and other special events.
• Evaluate website design and discuss improvement plans with Retail Director.
• List and unlist merchandise from the ecommerce site.

Operational Responsibilities

• Monitor and coordinate the daily operations of the sales floor and stock locations, ensuring proper staffing levels, sales, and service; following up on work results.
• Create work schedules for retail associates, ensuring hourly staff budget is met.
• Plan and perform physical inventory at the end of the year.
• Communicates important information to retail associates: Ongoing promotions and merchandise updates, sales goals and opportunities.
• Identify areas of weakness in inventory and ecommerce.
• Oversee the purchase and maintenance of operational tools and supplies needed to facilitate the daily operation of the Retail department and Nook Café.
• Assist Director of Retail to ensure availability of merchandise by maintaining inventory levels in store, web store and for Nook Café.
• Maintain a safe and clean store environment.
• Must be able to work on some holidays or evening events when required.

Customer Service Duties

• Monitor customer service levels; lead by example in providing service of the highest quality.
• Maintain POS and floor coverage at Nook Café and Store during business hours and for evening events and programs.

Profit and Loss Responsibilities

• Reconcile daily deposits with the Finance Department.
• Responsible for cash handling
  • Balance register banks
  • Track and address register overages and shortages
  • Coordinate with security department to schedule cash deposits go to bank
  • Manage change requests and ensure adequate balance of bills in Museum safe
  • Perform quarterly safe counts
• Manage all aspects of inventory control, including regular counts and annual inventory.
• Confirm that store credits, discounts, returns, and voids are accurate.

Qualifications

• BA or BS in a discipline relevant to the museum, business or marketing degree preferred or relevant experience.
• Advanced knowledge of Shopify, including inventory management, reporting, and app integrations.
• Strong technology aptitude and the ability to quickly learn new software platforms.
• At least one year of experience in a retail management position.
• Must be proficient in Microsoft Office, excel and the internet.
• Strong communication and interpersonal skills are important.
• Experience in supervising staff is preferred.

Physical Demands

• Physical mobility: sitting, standing, walking, reaching, lifting/carrying objects up to 40 pounds; manual dexterity to operate keyboard.
• Sensory requirement: Ability to communicate and respond to staff, ability to communicate and respond both in person and over the phone to the public.
• Able to work under stress.

Schedule: 35 hrs./week, Monday – Friday, 9:00 am – 5:00 pm.  After hours and weekend work is occasionally required.

Disclaimer

This description indicates the general aspects of the position and is not intended to be a comprehensive inventory of all duties, responsibilities, and qualifications of this position. Management may add to, modify the duties of this position, or designate other functions as essential at any point in time.