Manager, Retail

• Partner with Revenue & Engagement team on opening procedures for the Retail Store including retail & licensing strategy, standard operating procedures, vendor negotiations, and staff resourcing 

• Support the Director, Retail & Licensing Strategy with developing and implementing new initiatives in line with the department and the Museum’s objectives 

• Partner with the People & Culture team to recruit and onboard frontline retail staff 

• Oversee day-to-day operations of the Lucas Museum’s Retail store and licensing initiatives by working closely with colleagues and vendors across the Revenue & Engagement portfolio 

• In partnership with Revenue & Engagement, and Security leadership, develops and updates retail operational procedures, financial controls, and security standards for the retail store 

• Set sales goals, implement innovative sales techniques, drive performance to maximize profits, establish clear KPI’s, and ensure high quality customer experience 

• Lead training of Retail Associates team in partnership with the Retail leadership team 

• Supervise, mentor, and provide coaching to frontline retail staff including driving sales performance, monitoring work, providing feedback and ensuring high customer satisfaction 

• Serve as escalation point for customer feedback, complaints or other issues  

• Ensure our Retail store adheres to local safety protocols and policies and ensure compliance with local state and federal employment laws 

• Oversee inventory audits and RFID tracking processes 

• Actively champion the Museum’s commitment to Diversity, Equity, Inclusion, Accessibility and Belonging in hiring, in sourcing and in connection with visitors 

• Maintain relationships with vendors and suppliers aligned with the Museum’s brand and values 

• Support strategic planning, product launches, promotions, and campaigns 

• Serve as escalation point for vendors to ensure timely ordering, delivery, and issue resolution

• Analytical Rigor: Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision. 

• Courageous Communication: Intentionally works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible. 

• Collaborative Excellence: Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders. 

• Adaptive Resilience: Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity. 

• Inclusive Interaction: Actively contributes to an environment in which all employees feel a sense of belonging, valued for their differences and empowered to participate and contribute freely. 

Building Trust & Relationship Management 

• Accountable Ownership and clearly shares information and the "why" behind decisions. 

• Asks for and values the opinions of others. Displays empathy when listening. 

• Acknowledges when trust has been broken and focuses on rebuilding. 

• Relates comfortably with people across levels, functions, cultures, and geographies. Identifies interpersonal and group dynamics and reacts effectively.  

Accountable Ownership 

• Takes ownership of outcomes, positive or negative, without blaming others within the team or cross-functionally. 

• Recognizes when they are not approaching a situation with accountability but instead with a blame mindset. 

• Takes accountability for assigned tasks and executes on deliverables in a timely manner. 

Strategic Alignment & Execution 

• Contributes to the organization by understanding and aligning actions with the organization's goals, core functions, needs, and values. 

• Seeks out and incorporates multiple perspectives, experiences, and industry trends to develop a holistic perspective. Operationalizes ideas within the business model. 

• Displays critical thinking when faced with a challenge by asking probing questions and looking for connections.