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About the Role
The Royal Ontario Museum (ROM) is seeking a strategic and results-oriented Senior Manager, Retail Business Operations to lead retail business operations across in-store and e-commerce channels. This role oversees retail sales, customer service, merchandise buying, name-drop product development, and Shopify/e-commerce operations, driving revenue growth and optimizing operational performance.
Responsibilities
- Lead and inspire a high-performing retail team responsible for in-store sales, customer service, merchandise buying, ecommerce operations, and retail business administration.
- Drive ROM Retail's overall financial performance by monitoring sales trends, product margins, inventory performance, and key performance indicators.
- Develop and execute retail merchandising strategies that support ROM exhibitions, galleries, public programs, and institutional priorities.
- Lead the growth and optimization of ROM's Shopify and e-commerce operations.
- Build and maintain strong partnerships with artists, suppliers, manufacturers, distributors, and community-based organizations.
- Oversee the development and production of branded and custom merchandise.
- Collaborate with colleagues across the Museum to ensure retail programs align with institutional priorities.
- Champion operational excellence by implementing best practices in retail operations, inventory management, procurement, financial reporting, and customer service.
Requirements
- University or college degree/diploma in Retail Management, or a related field, or an equivalent combination of education and experience.
- Supply Chain, Procurement, or Purchasing certifications are considered an asset.
- A minimum of 5–7 years of progressive retail leadership experience, including responsibility for business operations, merchandising, inventory management, sales performance, and customer experience.
- Demonstrated success leading and developing high-performing teams in a fast-paced retail, e-commerce, attraction, hospitality, cultural, or customer-facing environment.
- Strong financial and business acumen, with experience managing budgets, analyzing sales performance, monitoring KPIs, and driving revenue growth.
- Experience sourcing, negotiating, and building relationships with suppliers, artists, manufacturers, distributors, or other external partners.
- Knowledge of merchandise planning, buying, name-drop product development, inventory management, and retail operations best practices.
- Experience supporting or managing ecommerce operations, including Shopify or similar ecommerce platforms.
- Excellent communication, relationship-building, negotiation, and stakeholder management skills.
- Strong organizational and project management skills.
- Proficiency with Microsoft Office applications and experience working with retail, inventory, purchasing, or e-commerce systems.
- A customer-first mindset and a passion for delivering exceptional visitor experiences.
- Flexibility to work evenings, weekends, and special events based on operational requirements.
Skills
- Retail Management
- Business Operations
- Merchandising
- Inventory Management
- Sales Performance
- Customer Experience
- Team Leadership
- Financial Acumen
- E-commerce Operations
- Shopify
- Product Development
- Supplier Relationship Management
- Negotiation
- Stakeholder Management
- Project Management
- Microsoft Office
Location
- Toronto, ON
Work Type
- Full-time Permanent
- Onsite
Experience Level
- Senior
- 5-7 years
Education Level
- University or college degree/diploma in Retail Management or related field, or equivalent experience
- Supply Chain, Procurement, or Purchasing certifications (asset)
Salary/Compensations
- $111,954 - $131,710
Benefits
- Comprehensive benefits coverage for individuals and families
- Health spending account
- Employee Assistance Program
- Pension plan with employer-matched Defined Benefit contribution
- Parental leave top-up to 95 percent of salary for 17 weeks
- Free ROM membership
- Discounts to over 200 attractions through Attractions Ontario
About the Company
- Opened in 1914, the Royal Ontario Museum (ROM) is Canada's most-visited museum, welcoming over 1.3 million visitors annually and ranking among the top 10 cultural institutions in North America.
- ROM is a globally recognized field research institute housing over 18 million artworks, cultural objects, and natural history specimens.
- The museum is dedicated to building and sharing global collections, knowledge, and fostering community engagement.
- ROM is committed to creating a space where art, culture, and nature intersect, connecting people and communities to the past, present, and shared future.
- The museum seeks passionate and dynamic team members to transform and evolve as a foremost 21st-century museum.
Equal Opportunity
- ROM embraces diversity in its exhibits, communities, and teams.
- Encourages applications from racialized persons, Indigenous Peoples, persons with disabilities, 2SLGBTQI+ individuals, and those who can further diversify ideas.
- Committed to equitable employment opportunities and a workplace free from discrimination and harassment.
- Welcomes and accommodates candidates with disabilities throughout the selection process.