Assistant Manager, Retail

Position Overview:

The Assistant Manager, Retail, plays an important role in providing visitors with an exceptional experience. Responsibilities include the overall management and operation of The Shop, providing customers with exceptional customer service, supervising The Shop operations such as inventory control, training and motivating staff, maintaining accurate accounting records, fulfillment of online order sales, and executing visual merchandising projects. The Assistant Manager, Retail will be proficient in product knowledge, operational knowledge, and familiar with overall museum information.

The position requires schedule flexibility and a full-time (40 hours per week) commitment, including a minimum of one (1) weekend day and availability for holidays and after-hours events as assigned by management.

Position Responsibilities:

• Assists with product buying, and coordinates the quality and types of merchandise that best meet the needs of visitors.
• Responsible for developing, implementing, and maintaining SOP’s for buying, receiving, inventory maintenance, pricing, item descriptions, physical space, staff, the online store, etc. 
• Restocks inventory on the selling floor.
• Processes merchandise shipments and facilitates batch processing. 
• Maintains organization in stockroom.
• Assists with financial reports when needed; ensures that all store accounting reports are accurate and submitted in a timely manner. 
• Trains, evaluates and manages Gift Shop Ambassadors to ensure efficient, productive and knowledgeable staff and teams.
• Schedules employees based on operational needs of The Shop.
• Provides register or selling floor coverage as needed.
• Conducts bi-annual inventory count and reconciliation. 
• Supports cross-functional efforts and projects.
• Supports visitor services team as necessary, including but not limited to, answering floor calls, cash handling, opening and closing procedures, prop maintenance, and assisting with volunteer programs.
• Answer incoming calls, assess caller needs, and direct inquiries to the appropriate department or person to ensure efficient resolution
• Maintain thorough knowledge of museum exhibit content, activities, and current offerings
• Exemplify outstanding customer service; proactively anticipate visitor needs with professionalism and support
• Answer questions about museum offerings, exhibits, programs, and wayfinding
• Acts as an ambassador for Stepping Stones, representing the museum as a highly respected educational resource while sharing with people in the community what we offer, our vision and mission, and why they should visit.

Minimum Experience/Skills/Certificates:

• High School Degree.
• Excellent customer service skills with ability to respond to visitor needs and problem-solve quickly
• Strong communication skills for diverse audiences including children, caregivers, and colleagues
• Bilingual skills (a plus)
• Excellent interpersonal skills, professional maturity, adaptability, and self-reliance
• Self-aware and self-regulating; reads social and emotional cues; demonstrates empathy and active listening with visitors and colleagues
• Strong relationship builder: Communicates effectively across all organizational levels, manages disagreements constructively, and welcomes feedback to foster trust
• Consistently demonstrates good judgment and maintains composure in challenging situations
• Intrinsically motivated with positive attitude; embraces change, setbacks, and last-minute adjustments with enthusiasm and curiosity
• Sensitive to diversity, including individuals with physical challenges or special needs
• Comfortable working in active, high-energy, sometimes loud environments
• Position requires normal physical mobility and movement, which includes large amount of walking, carrying and hauling. Must be able to lift and carry 30-50 pounds to moderate distances and repeatedly. Standing for long periods of time throughout the day on a daily basis. Physical labor is required when moving and stocking merchandise.
• Solid computer skills, including Microsoft Office Suite; proven ability to learn new systems and software. Experience working with Blackbaud Altru software a plus.