Stan Hywet Hall & Gardens - Visitor Manager, Retail

Stan Hywet Hall & Gardens seeks a Visitor Experience Manager, Retail
.

The Visitor Experience Manager, Retail is a full-time employee of Stan Hywet Hall & Gardens hired by the President & Executive Director with recommendation from the Visitor Experiences Director. The Visitor Experience Manager is a key member of the Stan Hywet Hall & Gardens team, responsible for the successful management and operation of all retail outlets. Working in close collaboration with leadership, the Visitor Experience Manager ensures that retail operations support and represent the mission, programming, and interpretive vision for the estate.

This position oversees all aspects of retail operations, including merchandise selection and sourcing, inventory management, visual merchandising, visitor service, sales performance, and staff supervision. The Visitor Experience Manager contributes to the overall success of Stan Hywet by generating revenue, enhancing the visitor experience, and promoting the estate's mission and values through the sale of high-quality merchandise.

• Exhibit a professional attitude when working with the public, volunteers, and staff.
• Demonstrate and support a culture of diversity, equity, access, inclusion, and belonging.
• Oversee all aspects of retail operations: manage daily operations of the retail shop, café, and seasonal kiosks, including register reconciliations, opening and closing procedures, and scheduling of staff and volunteers.
• Recruit, hire, train, and supervise retail staff and volunteers. Conduct performance reviews and provide ongoing feedback and coaching. Model and reinforce positive visitor service behaviors.
• Diplomatically manage visitor needs and complaints in a timely and professional manner.
• Train and educate staff on visitor service competencies, product knowledge, and Stan Hywet's history and mission.
• Drive sales and maximize revenue: develop and implement strategies to increase sales and meet revenue targets. Analyze sales data and identify opportunities for improvement.
• Manage inventory levels to minimize stockouts and maximize profitability. Monitor and control shrinkage and implement measures to minimize losses.
• Source, select, and purchase high-quality merchandise that aligns with Stan Hywet's brand, mission, and visitor demographics.
• Attend trade shows and industry events to identify new product lines and negotiate favorable terms with vendors.
• Design and implement creative and engaging visual merchandising displays to showcase merchandise effectively. Plan and install seasonal merchandise themes.
• Work with Finance to establish guidelines for gross margin and expenditures. Monitor and control expenses to ensure profitability.
• Prepare and analyze sales reports and financial statements.
• Reconcile registers, petty cash, and other financial transactions.
• Provide exceptional visitor service to all visitors, ensuring a positive and memorable shopping experience. Handle visitor inquiries and resolve visitor issues promptly and professionally.
• Manage inventory, including receiving and processing orders, managing returns, conducting physical inventory counts, processing in software, coordinating reporting with finance and leadership, and comprehensive reporting.
• Ensure compliance with all relevant health and safety regulations, including food safety regulations (if applicable).
• Maintain a clean and organized retail environment and storage and workroom areas.
• Coordinate with other departments, such as Visitor Experience, to ensure a seamless visitor experience.
• Work closely with leadership, including the Executive Director and Visitor Experience Director, to ensure retail operations support and represent the mission, programming, and interpretive vision for the estate.
• Collaborate with other departments, such as Marketing and Communications, to promote retail offerings and drive sales.
• Stay informed about industry trends, best practices, and new technologies in retail. Participate in relevant professional development opportunities.
• Maintain accurate records and documentation.
• Participate in required events.
• Other duties as assigned.

To perform…