Lead Retail and Guest Services Associate

Position Title

Lead Retail and Guest Services Associate

Date: 6/30/26

Department: Retail and Guest Services

Status: Hourly, Part-time, Non-exempt

Reports To: Retail and Guest Services Manager

Direct Reports: None

Salary Range: $16.00 - $18.00 per hour

The Racine Art Museum Association’s (RAMA’s) two‑campus organization consists of the Racine Art Museum (RAM) and the Charles

A. Wustum Museum of Fine Arts (Wustum). Located on the shores of Lake Michigan, RAM opened in May 2003 and is an outgrowth of the 85‑year‑old Wustum. It has become a popular destination for the 11 million residents of the Chicago‑Milwaukee corridor and visitors from across the US and beyond. RAMA operates both locations, using Wustum as its visual education center and the downtown campus, RAM, as home to its internationally recognized exhibitions of contemporary crafts.

RAM holds the largest collection of contemporary craft art (ceramics, wood, glass, fiber, metal, and art jewelry) in the United States. RAMA’s programs enhance rather than duplicate those offered by larger museums to the north and south. RAMA has been considered a leader in providing high quality arts education to people of all ages since the 1940s. Today, Wustum houses one of the largest studio arts education programs of any museum in Wisconsin.

The museums are accredited by the American Association of Museums, Washington, DC—only 3% of US museums have this distinction.

The Lead Retail and Guest Services Associate serves as a primary point of support for visitors, members, and customers while supporting the daily operations of retail and guest services. This position will support the Retail and Guest Services Manager, and will serve as a lead resource for the retail and guest services team. The purpose of this position is to create a welcoming, safe, and engaging experience by providing outstanding guest service and supporting efficient retail operations.

Through exceptional hospitality and successful retail operations, The Lead Retail and Guest Services Associate will contribute to earned revenue, supporting RAMA’s mission to connect people through creative exploration and lifelong learning while contributing to the vitality of our community.

• Assist in leading day to day operations of Reception and Museum Store
  • Promote customer service, including greeting visitors, answering phones, and helping check‑out in the RAM Store or Reception Desk as needed.
  • Assist with the management of POS software (Shopify, Square).
  • Utilize the Customer Relationship Management System (Neon One) to validate and process memberships, promote membership benefits and renewals, track member visits, maintain accurate records, and assist with volunteer check‑in and record‑keeping.
  • Supervise accurate collection of visitor demographic data for reports.
  • Manage cash/change availability for registers.
  • Work with staff to maintain overall appearance and cleanliness of Reception area and Museum Store with daily light housekeeping such as vacuuming, dusting shelves, and straightening merchandise.
  • Work with proper staff to ensure proper training and knowledge of current exhibitions.
  • Assist in the opening and closing of the museum as needed.
• Support Supervision of Retail and Guest Services staff
  • Serve as the lead staff member for guest services and store associates during assigned shifts and in the absence of the Retail and Guest Services Manager.
  • Demonstrate and coach customer service skills.
  • Serve as a resource for guests, staff, and volunteers.
  • Oversee and update concierge activities (knowledge of restaurants and area attractions) for visitors.
  • Address and resolve any escalated visitor‑facing issues such as first aid, lost child, emergency procedures, visitor complaints, etc.
  • Provide feedback on staff performance to Retail and Guest Services Manager in accordance with RAMA policies.
• Coordinate Group Tour Operations
  • Serve as the primary coordinator for group tour inquiries and reservations.
  • Retail and Guest Services Manager will provide oversight and serve as backup contact for group tours.
  • Schedule, coordinate, and confirm group tours for…