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 an experienced, customer-focused Senior Assistant Manager, Retail Sales & Operations, to join ROM's Commercial Enterprises team.
This is an exciting opportunity for a retail leader who enjoys coaching teams, delivering exceptional customer experiences, and leading daily store operations in a dynamic, high-volume environment.
Reporting to the Senior Manager, Retail Business Operations, you will serve as the on-site leader of the Museum Store, ensuring the seamless execution of daily retail operations while supporting revenue growth, operational excellence, and an outstanding visitor experience.
As a trusted key holder, you will lead front-line staff, oversee store operations, support merchandising initiatives, manage scheduling and point-of-sale operations, and resolve customer concerns with professionalism and confidence.
Working in close partnership with the Senior Manager, Retail Business Operations, you will help bring ROM's retail strategy to life by executing merchandising plans, maintaining operational standards, supporting exhibition-related retail initiatives, and creating an engaging shopping experience that reflects the Museum's brand and mission.
Your leadership on the sales floor will play an important role in driving retail performance while fostering a collaborative, service-focused culture for staff and visitors alike.
HOW YOU WILL MAKE AN IMPACT Lead the day-to-day operations of the Museum Store, ensuring an exceptional shopping experience for members, visitors, tourists, and community partners.
Inspire, coach, and support a team of Retail Store Sales Representatives by fostering a collaborative, customer-first culture that reflects ROM's service standards.
Partner with the Senior Manager, Retail Business Operations to execute merchandising strategies, promotional initiatives, exhibition-related retail programs, and operational priorities that drive revenue growth.
Oversee daily store opening and closing procedures, cash handling, POS and Shopify transaction approvals, scheduling, and operational compliance as the store's designated key holder.
Monitor store presentation, inventory flow, visual merchandising, and product availability to ensure a welcoming, organized, and engaging retail environment.
Serve as the on-floor leader, resolving customer concerns, coordinating with Security, Visitor Experience, Facilities, and Housekeeping teams, and ensuring smooth day-to-day retail operations.
Use sales performance metrics and operational insights to identify opportunities for continuous improvement, operational efficiency, and enhanced customer satisfaction.
Help strengthen one of ROM's primary earned revenue streams by delivering operational excellence while promoting the Museum's exhibitions, collections, memberships, and brand through every visitor interaction.
WHAT YOU BRING A high school diploma, with post-secondary education or certifications in Retail Management, Hospitality, Tourism, Business, or a related field, is considered an asset.
At least one year of experience leading or supervising teams in a retail, hospitality, tourism, or other customer-facing sales environment.
A proven ability to motivate, coach, and support front-line employees while fostering a…
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