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About the Role
The Associate Manager, Retail Customer Experience supports and continuously improves the Shop's visitor experience by enhancing the customer journey, establishing and delivering on service standards and behaviors that support business objectives, and the visitor-facing education and engagement programming that brings the Shop's assortment to life. This role serves as the Shop's liaison to NYBG's broader visitor-facing functions and is the primary driver of training for customer-facing staff.
Responsibilities
- Assume responsibility for the Shop's visitor journey — entry, browsing, checkout, and post-purchase — identifying friction points and leading improvements across all touchpoints.
- Monitor customer feedback across all channels, identify trends, and translate them into concrete service improvements and staff coaching.
- Set and drive the customer-service behaviors and standards that support the business's goals.
- Maintain and refine the Shop's service recovery approach — how staff handle complaints and escalations across in-person and email channels — and serve as the escalation point for complaints requiring managerial judgment.
- Design and deliver training and onboarding for customer-facing staff shop-wide, building product and service confidence through curricula, new-hire onboarding, coaching, and floor walks.
- Serve as the Shop's liaison to NYBG's visitor-facing functions (Membership, Admissions, Guest Services, Education/Public Programs), ensuring the Shop experience is integrated with the Garden-wide visitor journey.
- Develop and lead visitor-facing education and engagement programming — care guides, in store tips, workshops, seasonal events — partnering with subject-matter staff for technical accuracy on plant and horticultural content.
- Model NYBG's customer service standards as a visible, engaged floor leader, and provide day-to-day coaching and functional guidance to the team.
- Other related duties as assigned.
Requirements
- 4+ years of retail experience, including at least 1–2 years in a supervisory, lead, or management role.
- Proven ability to lead a team and manage a retail floor in a fast-paced environment.
- Demonstrated experience coaching, training, and developing team members, including in areas outside one's own initial expertise.
- Experience translating customer feedback (reviews, direct comments, observed patterns) into service standards or coaching is strongly preferred.
- Experience designing or delivering staff training and onboarding is strongly preferred.
- Excellent communication, organizational, and interpersonal skills, with a professional, solutions-oriented approach to problem-solving.
- Proficiency with POS systems (Shopify preferred) and Microsoft Office.
- Knowledge of or genuine enthusiasm for horticultural and botanical products is strongly preferred; deep horticultural expertise is not required.
- Regular on-site, on-floor presence is required.
- Periodic outdoor work in a variety of weather conditions, assisting with and unloading stock deliveries, climbing ladders, and lifting/moving up to 30 pounds.
Skills
- Customer service
- Training
- Coaching
- Retail management
- POS systems
- Microsoft Office
- Communication
- Organization
- Interpersonal skills
- Problem-solving
Location
- On-site
Work Type
- Full-time
Experience Level
- 1-2 years in a supervisory, lead, or management role
- 4+ years of retail experience
Salary/Compensations
- $57,000
Benefits
- 15 Vacation Days
- 13 Paid Holidays
- 12 Sick Days
- Health and Dental Insurance Coverage
- 401K
- Pension Plan
About the Company
- The New York Botanical Garden (NYBG) is a premier institution dedicated to advancing botanical research, conserving plant diversity, and educating the public.
Equal Opportunity
- EOE