Visitor Services Manager - Retail

Job Summary:

• The Visitor Services Retail Manager will serve as the lead associate in ordering merchandise for the gift shop and maintaining communication among departments. The position will also serve as a Manager on Duty for visitor services personnel and provide support to the operations team as directed. WEEKENDS ARE REQUIRED.

Supervisory Responsibilities:

• Yes

Duties/Responsibilities:

• Oversees all retail functions of the museum store.

• Oversees the public-facing museum experience with respect to admissions, amenities, transactions, and service quality.

• Assist the Director of Visitor Services with management of POS and other systems pertaining to ticketing, retail, and membership.

• Serves as the primary vendor liaison, accepts vendor applications, and maintains positive working relationships with all museum store stakeholders.

• Communicates with staff and departments regarding the status of merchandise shipments.

• Monitors inventory of merchandise to ensure that stock is available to provide timely and efficient service.

• Prioritizes and expedites high-demand and special orders.

• Tracks movement and delivery of anticipated merchandise inventory using websites, applications, or inventory systems.

• Facilitates paperwork and recordkeeping required to receive and process merchandise.

• Prepares and submits purchase orders, payment requests, interdepartmental sales, credit card and other procurement documentation in accordance with museum finance policies.

• Produces weekly and monthly sales reports and analyzes sales trends and retail data.

• Manages gift shop inventory monthly by entering and updating databases for both e‐commerce and physical store platforms, coordinates monthly and bi‐annual inventory counts, and reconciles and adjusts inventory.

• Resolves issues that may affect shipment and receipt of goods.

• Designs and arranges educational merchandise displays that tell a story, engage visitors, and deepen the connection between the customer and the museum's collections and mission.

• Develops and implements visual merchandising strategies in the gift shop to optimize product visibility and attractiveness, enhancing the overall shopping experience and maximizing sales.

• Coordinates the visual presentation of products, ensuring the store is visually appealing and commercial at all times.

• Strong aesthetic sense with an eye for design and detail, capable of translating historical and educational themes into engaging product displays.

• Ability to utilize space efficiently while maintaining an inviting atmosphere that aligns with the museum's thematic elements.

• Collaborates with museum curators, educators, and other relevant personnel to design merchandise displays that are cohesive with current exhibits or museum themes.

• Works alongside marketing and events teams to coordinate store visuals with promotional activities, ensuring a consistent theme and experience.

• Assesses the effectiveness of visual merchandising efforts by tracking key performance indicators (KPIs) such as sales conversions, customer engagement levels, and direct customer feedback.

• Adjusts visual merchandising strategies based on performance data, customer feedback, and changing inventory.

• Assists with the oversight of public-facing museum experience with respect to admissions, amenities, transactions, and service quality.

• Manages visitor flow within the admissions queues, within the Museum and in the African Ancestors Memorial Garden

• Assists with day‐to‐day museum and facility operations as needed.

• Performs other related duties as assigned.

Preferred Qualifications and Educational Requirements:

• Any combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.

• Substantial customer service experience required.

• Preferred 2+ years proven retail and visitor service experience in a museum, theme park, attraction, or similar venue.

• Exemplary customer service skills, including service recovery, sales, and risk management.

• Experience operating and administering point-of-sale, inventory management, e-commerce, and ticketing/reservations systems.

Knowledge, Skills & Abilities Required:

• Ability to consistently and accurately manage cash/checks/ charges, count change, manage financial reporting and reconciliations, and supervise others who perform the same tasks

• Must be able to endure standing for long periods, walking around the building and climbing stairs

• Must be able to work effectively with the general public, IAAM staff and volunteers and consistently provide excellent and courteous customer service.

• Strong listening, verbal and written communication skills are essential. Must be able to communicate effectively and provide feedback with clear verbal and written communication skills;

• Appropriate computer and typing skills. Agility with customer relationship management systems, and Microsoft Office software.

• Ability to manage multiple tasks

• Must be dependable and have reliable transportation

• Must be willing to work a flexible schedule, including evenings and weekends

• Must be a team player, problem solver, and organizer. He/she should have a sense of humor, a willingness to learn, integrity, and trustworthiness.

• Must be customer focused.

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

• Ability to deal with and resolve problems while remaining flexible.

• Must be dependable and have reliable transportation.

• Must be willing to work a flexible schedule, including evenings and weekends. WEEKENDS ARE REQUIRED.

• Must be a team player, problem solver, and organizer. He/she should have a sense of humor, a willingness to learn, integrity, and trustworthiness.

• Must be customer focused.

Physical Requirements:

• The ability to work extended hours during a mentally and physically demanding events schedule while remaining flexible, calm, positive, and professional.

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

• Ability to deal with and resolve problems while remaining flexible.

• Must be service-oriented and adaptable to change.

• Must be able to lift up to 25 lbs.

• Must be constantly aware of surroundings and able to recognize safety issues that may threaten museum property, and/or the life of staff and visitors.

• Must be able to be able to stand for long periods of time.

• Must be able to work both indoors and outdoors, sometimes in inclement or hot and humid weather.