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? Join our team at ROM and consider a fulfilling career as an Assistant Retail Store Manager.

POSITION SUMMARY:
Are you a strategic thinker with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic environment where you can contribute to the overall success of a retail operation? If so, we have an exciting opportunity for you at the Royal Ontario Museum (ROM). As the Assistant Manager of Retail - In-store Service, you will be pivotal in the ROM Retail management team. Reporting to the Manager of Hospitality & Retail Service Operations, you will serve as the on-site in-store supervisor, overseeing outstanding customer sales and service delivery. You will have the opportunity to strategically contribute to the overall operations of the store, acting as a liaison with various departments within the museum.

RESPONSIBILITIES:

• Develop and execute strategic initiatives to enhance store performance, focusing on boosting customer satisfaction, increasing sales, and delivering an unforgettable ROM experience.
• Serve as the in-store Sales Supervisor, overseeing efficient store openings and closings, managing retail transactions, and approving sales activities.
• Partner with the Manager to design daily staffing schedules, ensuring optimal staff coverage and streamlined store operations.
• Assist in the visual merchandising strategy, managing the reception and transfer of retail stock, and ensuring products are attractively displayed to captivate customers.
• Provide exceptional visitor engagement by offering detailed product insights, guiding tours through museum galleries, and ensuring a genuine ROM experience.
• Efficiently manage cash desk operations during busy periods to expedite the purchasing process and promote membership benefits, enhancing visitor loyalty.
• Lead the in-store team to uphold excellent standards in product displays and maintain an organized, clean, and visually appealing environment.
• Participate actively in training sessions and team meetings to continuously improve sales skills, customer service, and product knowledge.
• Play a key role in onboarding new Sales Representatives, offering mentorship and support to facilitate their seamless integration into the team.
• Coordinate e-commerce operations, including online sales and fulfillment, ensuring smooth coordination with the ROM Shipping Department.
• Manage the e-commerce platform, monitoring sales performance, product availability, and order processing, including packing and shipping.
• Perform duties as needed, including working in the stockroom, loading dock, store, and office, depending on operational requirements.
• Oversee e-commerce customer sales operations, handling inquiries, sales transactions, fulfillment, and delivery to ensure customer satisfaction.

QUALIFICATIONS:

• Possession of a Secondary School Diploma. Additional retail, hospitality and tourism certification or customer service is highly desirable.
• At least one year of supervisory experience in retail, hospitality, tourism, or a customer-focused sales environment, with a pronounced emphasis on customer service excellence.
• Superior oral communication skills in English, with proficiency in a second language, mainly French, are considered valuable assets.
• Proven interpersonal abilities to effectively engage and inform visitors and customers while representing the ROM brand with integrity in all retail interactions.
• Comfort in managing large crowds and adept at resolving public inquiries and customer complaints tactfully and diplomatically.
• Skilled in supporting stockroom operations and executing visual merchandising in-store to maintain an appealing shopping environment.
• Flexible availability required, including willingness to work variable shifts such as days, evenings, weekends, public holidays, and extended hours during peak times. Commitment to attend staff meetings outside standard operating hours with adequate notice is also necessary.

SALARY & TERMS OF EMPLOYMENT 

START DATE: May 2024
OPEN DATE: April 17, 2024
CLOSE DATE: May 3, 2024
STATUS: Part-time Contract
EMPLOYEE GROUP: EXEMPT
HOURLY RATE: $26
SCHEDULE: up to 24
PROBATIONARY PERIOD:   six (6) months
LOCATION (onsite): Toronto, ON

Diversity Statement
At ROM, we consider equity, diversity, and inclusion foundational to our institutional success. We seek to foster a workplace that reflects the diversity of the city and province in which we are located and welcome all qualified and experienced candidates to apply, regardless of their gender, age, sex, race, religion, ethnicity, ability, sexual orientation, or gender identity.

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.

Only candidates selected for an interview will be contacted. Please note that all candidates receiving a verbal job offer will be subject to a background check. This includes a criminal background check and verification of professional references, and, other checks depending on the role.

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