Manager, Retail In-store Sales & Service Operations

WHO WE ARE Opened in 1914 and welcoming over 1.3 million visitors annually, the Royal Ontario Museum (ROM) is Canada's most-visited museum, ranking among the top 10 cultural institutions in North America. At ROM, we are dedicated to building and sharing global collections, sharing knowledge, inspiring learning, and fostering community engagement. As a globally recognized field research institute, ROM houses an impressive collection of over 18 million artworks, cultural objects, and natural history specimens, showcased in over 40 galleries and exhibition spaces. We are committed to creating a space where art, culture, and nature intersect, connecting people and communities to the past, present and shared future. As we continue to work toward our goals to transform and evolve as one of the world’s foremost 21st-century museums, we seek passionate and dynamic team members who embody our mission and values. WHO WE NEED We are seeking a dynamic, customer-focused, and results-driven Manager, Retail In-store Sales & Service to lead the daily sales, service, and operational performance of ROM's retail store. Reporting to the Senior Manager, Retail Business Operations, you will oversee front-of-house and back-of-house retail activities, ensuring the store delivers exceptional customer experiences, meets sales targets, maintains accurate inventory, and showcases merchandise through engaging visual displays. You will work closely with Assistant Store Managers and retail sales associates to create a welcoming, efficient, and high-performing retail environment. This role is ideal for an experienced retail leader who combines strong sales and operational expertise with a passion for visual merchandising, team development, and customer service. You will play an important role in shaping the shopping experience for ROM members, visitors, tourists, and the broader community while contributing to the Museum's commercial success. HOW YOU WILL MAKE AN IMPACT Lead daily front-of-house and back-of-house retail operations, ensuring efficient store processes, exceptional customer service, and a welcoming shopping environment. Drive retail sales performance by implementing strategies to achieve revenue targets, improve conversion, maximize sales opportunities, and manage operating costs. Provide leadership, coaching, and operational guidance to Assistant Store Managers and retail sales associates, fostering a knowledgeable, motivated, and customer-focused team. Develop staffing plans, coordinate schedules and assignments, and work with staffing partners to ensure appropriate coverage during regular operations, peak periods, and special events. Plan, create, and oversee compelling visual merchandise displays and planograms that showcase products, support sales, and align with ROM exhibitions, programs, and strategic initiatives. Oversee inventory management, stock accuracy, replenishment, and related processes, ensuring compliance with ROM's financial guidelines and operating budgets. Monitor store performance, address operational challenges, and proactively resolve customer concerns to maintain high service standards and protect ROM's reputation. Collaborate with Commercial Enterprises, Visitor Experience, Membership, Security, Facilities, and other ROM teams to support seamless retail operations and coordinated visitor experiences. Maintain strong relationships with retail suppliers, vendors, artists, and other partners while supporting operational reporting, continuous improvement, and new retail initiatives. WHAT YOU BRING An undergraduate degree in Retail Management or a college diploma in Retail, Hospitality, Sales Management, or a related discipline. Minimum five (5) years of relevant retail industry experience, including experience as a Store Manager, Sales Lead, or Visual Merchandising Lead, with demonstrated hands-on responsibility for supervising retail sales teams. Proven ability to drive retail sales, achieve revenue targets, manage …

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