Assistant Manager, Retail In-Store Service

Are you passionate about culture, the arts, natural history, and science? Are you keen on how these elements aesthetically come together to tell the many stories of humanity? Then consider a career at ROM.
POSITION SUMMARY:
The Assistant Manager Retail In-store Service is a key member of the ROM Retail management team responsible for delivering exceptional customer sales and service. Reporting to the Manager, Hospitality & Retail Service Operations, this position acts as the on-site in-store supervisor, ensuring smooth operations and providing a welcoming atmosphere for all ROM visitors. The Assistant Manager Retail In-store Service handles various tasks, including store opening and closing procedures, customer transactions, merchandise display, and assisting visitors with product selection and payment. They are also responsible for maintaining knowledge of current exhibitions and ROM retail products to promote them proactively.
RESPONSIBILITIES:

• Create and manage the daily schedule of retail in-store staff in collaboration with the Manager.
• Support the onboarding of Sales Representatives.
• Act as the in-store lead for verbal complaints, addressing issues directly or reporting them to the Manager for resolution.
• Provide visitors and shoppers with information about retail products, museum galleries, and wayfinding, emphasizing the ROM's brand and stories.
• Provide in-store product knowledge and general retail training to the in-store staff.
• Assist with receiving and transferring products to the store, as well as visual in-store merchandising.
• Greet visitors and shoppers, manage the cash desk line during peak periods, and ensure a smooth and organized flow.
• Promote product purchasing and membership opportunities to visitors and shoppers.
• Maintain store product displays, clean and tidy store fixtures, and report any product issues or requests to the Manager.
• Serve as the in-store Sales Supervisor, handling store opening and closing procedures, customer transactions, and providing transaction approvals for returns and special discounts.
• Participate in sales, customer experience, product knowledge, and retail operations training and meetings.

QUALIFICATIONS:

• Must be able to attend staff meetings held after operating hours with proper notice.
• Minimum 1 year of experience in a supervisory role in a retail, hospitality and tourism, customer experience, or sales environment.
• Secondary School Diploma. Certification in retail, hospitality and tourism, or customer service experience is an asset.
• Comfortable handling crowds and able to address public inquiries and retail customer complaints tactfully.
• Flexibility to work variable shifts, including daytime, evening, weekends, public holidays, and extended hours during peak periods.
• Strong interpersonal skills to effectively inform visitors and shoppers and communicate the ROM's brand through retail sales.
• Ability to assist with product receiving, transfer, and visual merchandising in the retail stock room.
• Excellent oral communication skills in English; proficiency in a second language, preferably French, is an asset.

Salary and Terms of Employment
START DATE: ASAP
EMPLOYEE GROUP: EXEMPT
HOURLY RATE: $25 – 26
SCHEDULE: up to 24 hours
PROBATIONARY PERIOD: Six (6) months
The ROM is committed to fair and accessible employment practices. Upon request, suitable accommodations are available under the Accessibility for Ontarians with Disability Act (AODA) to applicants invited to an interview.
Diversity Statement
At ROM, we consider equity, diversity, and inclusivity foundational to our institutional success. We seek to foster a workplace that reflects the full breadth of the communities we serve and welcome applications from women, racialized persons/BIPOC, Indigenous/Aboriginal People of North America, LGBTQ2S+, and people with disabilities.
Accessibility Statement
ROM is committed to fair and accessible employment practices. Upon request, suitable accommodations are available under the Accessibility for Ontarians with Disability Act (AODA) to applicants invited to an interview.
COVID Statement
Royal Ontario Museum recognizes its heightened duty to protect employees from health and safety risks during the current pandemic. As such, an offer of employment shall be conditional on proof of complete COVID-19 vaccination with a vaccine series approved by Health Canada or the World Health Organization.
Only candidates selected for an interview will be contacted. The selected candidate will be required to participate in a Criminal Background Check conducted via Profile Investigation Inc.