Assistant Manager, Retail Experince

ABOUT THE LUCAS MUSEUM OF NARRATIVE ART

Opening in September 2026, the Lucas Museum of Narrative Art is dedicated to illustrated storytelling. Founded by George Lucas and Mellody Hobson, the museum’s collection features works by artists and photographers across a broad range of media.

Designed by Ma Yansong of MAD with landscape by Mia Lehrer of Studio-MLA, the Museum is in Exposition Park, Los Angeles, on an 11-acre campus that includes new green space and a 300,000-square-foot building with galleries, two theaters, a library, restaurant, café, retail store, and community spaces.

Reporting to the Manager, Retail, the Assistant Manager, Retail Experience leads frontline engagement and service excellence initiatives that create an inclusive, welcoming, and memorable guest experience. This role drives a customer-first culture by supporting team development, coaching frontline staff, and reinforcing service standards aligned with the organization’s mission, values, and brand identity.

Additionally, the Assistant Manager contributes to sales performance and operational goals by balancing service excellence with business needs, ensuring consistent execution of customer experience standards, effective communication across teams, and a positive, engaging retail environment that drives loyalty and repeat visitation.

• Support the day-to-day operations of the Museum’s retail store, ensuring an inclusive, welcoming, and customer-ready environment that reflects the Museum’s brand and values
• Partner with the Manager, Retail and broader Revenue & Engagement team to execute store opening procedures, operational priorities, and service standards
• Help implement standard operating procedures, financial controls, and security standards in partnership with Revenue & Engagement and Security leadership
• Supervise, coach, and support frontline retail staff to deliver high-quality customer experiences, strong sales performance, and consistent operational execution
• Partner with People & Culture and Retail leadership to support recruitment, onboarding, training, and ongoing development of frontline retail staff
• Monitor store performance, customer feedback, and key operational and sales metrics to identify opportunities for improvement and support achievement of sales goals and KPIs
• Serve as an escalation point for customer concerns, feedback, and service issues, resolving matters professionally and in alignment with Museum standards
• Support product launches, promotions, campaigns, and other sales-driving initiatives in collaboration with cross-functional partners
• Support inventory management processes, including audits, stock accuracy, and RFID tracking procedures
• Ensure adherence to retail operational procedures, local safety protocols and policies, and applicable employment laws and workplace requirements
• Promote Diversity, Equity, Inclusion, Accessibility, and Belonging through hiring support, team leadership, sourcing awareness, and daily visitor and staff interactions

• 3–5 years of progressive experience in a retail management role, preferably for an arts & cultural institution or prominent consumer brand
• High School Diploma or equivalent required
• Experience in a supervisory or lead role
• Demonstrated experience supporting day-to-day store operations, frontline service delivery, and team performance in a fast-paced environment
• Experience onboarding, training, coaching, and supporting frontline staff to meet service and performance expectations
• Strong understanding of retail operations, including standard operating procedures, cash handling or financial controls, safety practices, and loss prevention or security awareness
• Ability to monitor sales and operational performance, interpret key metrics and KPIs, and use data to identify opportunities for improvement
• Experience supporting inventory management, stock accuracy, audits, and retail systems; familiarity with RFID processes is a plus
• Proven ability to build strong relationships and work collaboratively with cross-functional partners, vendors, and external suppliers
• Excellent communication, judgment, and problem-solving skills, with the…