Retail And Operations Manager

Position Overview

The Good Witch of Salem® is a growing children’s educational and experiential brand in Salem, Massachusetts. Through imaginative play, social-emotional learning, magical experiences, products, celebrations, transformations, and events, we help children discover the magic already within themselves.

Our Spell Studio is a joyful, fast-paced destination where children and families create potions, decorate hats and brooms, participate in transformations, celebrate birthdays, and make lasting magical memories.

We are seeking an experienced, highly organized, and hands-on Retail & Operations Manager to oversee daily operations, lead our team, maintain exceptional standards, and help our growing business thrive throughout the year.

• Lead, support, and hold employees accountable to company policies, procedures, service standards, and performance expectations.
• Create a positive, dependable, professional, and team-oriented workplace culture.
• Provide clear direction, priorities, and daily assignments.
• Conduct training, coaching, performance conversations, and follow-up.
• Address attendance and performance concerns promptly and respectfully.
• Support recruiting, interviewing, onboarding, and training.
• Maintain a dependable team of year-round, part-time, and seasonal employees.
• Take ownership of employee scheduling and operational coverage.
• Staff all store hours, experiences, transformations, parties, classes, and special events appropriately.
• Develop schedules based on bookings, projected customer volume, employee availability, and seasonal needs.
• Manage callouts, schedule changes, substitutions, and last-minute coverage needs independently.
• Step into floor operations when coverage cannot otherwise be secured.

• Oversee successful opening, daily operation, and closing of the Spell Studio.
• Ensure employees arrive prepared, understand their assignments, and remain productive.
• Monitor guest flow, bookings, experiences, and retail transactions.
• Adjust staffing assignments based on customer traffic and operational needs.
• Maintain organized and consistent workflows.
• Ensure all stations are clean, stocked, safe, and ready for guests.
• Maintain clear opening, closing, cleaning, restocking, and daily task procedures.
• Identify operational challenges and implement practical solutions.
• Communicate important updates to the owner and team.

• Maintain a warm, joyful, and welcoming environment for children and families.
• Model exceptional customer service and coach employees to do the same.
• Address customer questions, concerns, complaints, and special circumstances confidently.
• Ensure experiences begin on time and meet company standards.
• Support children with patience, enthusiasm, kindness, and age-appropriate communication.
• Protect the quality and consistency of The Good Witch of Salem brand experience.
• Help every child and family feel welcomed, valued, and celebrated.

• Oversee the execution of potion making, hat and broom decorating, transformations, birthdays, classes, and seasonal events.
• Ensure employees are trained and prepared to lead assigned experiences.
• Review upcoming bookings to anticipate staffing, space, inventory, and preparation needs.
• Coordinate with team members responsible for events, experiences, creative preparation, and customer communication.
• Assist with experiences and guests during high-volume periods.
• Maintain timing, safety, quality, and customer-service standards.

• Support merchandising, restocking, product organization, and visual presentation.
• Monitor inventory and communicate replenishment and ordering needs.
• Help establish systems for tracking retail products and experience…