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About the Role

The Manager, Retail In-store Sales & Service will lead the daily sales, service, and operational performance of ROM's retail store, ensuring exceptional customer experiences, meeting sales targets, and maintaining accurate inventory.

Responsibilities

Lead daily front-of-house and back-of-house retail operations, ensuring efficient store processes, exceptional customer service, and a welcoming shopping environment.
Drive retail sales performance by implementing strategies to achieve revenue targets, improve conversion, maximize sales opportunities, and manage operating costs.
Provide leadership, coaching, and operational guidance to Assistant Store Managers and retail sales associates, fostering a knowledgeable, motivated, and customer-focused team.
Develop staffing plans, coordinate schedules and assignments, and work with staffing partners to ensure appropriate coverage during regular operations, peak periods, and special events.
Plan, create, and oversee compelling visual merchandise displays and planograms that showcase products, support sales, and align with ROM exhibitions, programs, and strategic initiatives.
Oversee inventory management, stock accuracy, replenishment, and related processes, ensuring compliance with ROM's financial guidelines and operating budgets.
Monitor store performance, address operational challenges, and proactively resolve customer concerns to maintain high service standards and protect ROM's reputation.
Collaborate with Commercial Enterprises, Visitor Experience, Membership, Security, Facilities, and other ROM teams to support seamless retail operations and coordinated visitor experiences.
Maintain strong relationships with retail suppliers, vendors, artists, and other partners while supporting operational reporting, continuous improvement, and new retail initiatives.

Requirements

Minimum five (5) years of relevant retail industry experience, including experience as a Store Manager, Sales Lead, or Visual Merchandising Lead, with demonstrated hands-on responsibility for supervising retail sales teams.
Proven ability to drive retail sales, achieve revenue targets, manage operating costs, and deliver exceptional customer service in a fast-paced environment.
Strong visual merchandising expertise, including experience designing product displays, developing planograms, and maintaining appealing and commercially effective retail spaces.
Demonstrated experience leading, coaching, scheduling, and motivating retail teams while maintaining high standards for product knowledge, service quality, and operational performance.
Experience overseeing retail inventory, stock control, and store operations, with the ability to maintain accuracy and support financial accountability.
Proficiency with retail technology and business applications, including Shopify Plus, point-of-sale, e-commerce, and inventory management systems, as well as Microsoft Word and Excel.
Excellent interpersonal, communication, organizational, and problem-solving skills, with the ability to manage competing priorities and interact diplomatically with diverse customers, colleagues, and partners.
Flexibility to work regular evenings, weekends, and holidays in accordance with store operations and special events.
International applicants with equivalent experience are encouraged to apply.

Skills

Sales
Customer Service
Operational Performance
Inventory Management
Visual Merchandising
Team Development
Leadership
Coaching
Staffing
Scheduling
Retail Technology
Shopify Plus
Point-of-Sale (POS) systems
E-commerce
Inventory Management Systems
Microsoft Word
Microsoft Excel
Interpersonal Skills
Communication Skills
Organizational Skills
Problem-Solving Skills

Location

Toronto, ON

Work Type

Full-time
Permanent
Onsite

Experience Level

Manager
5+ years retail industry experience

Education Level

Undergraduate degree in Retail Management or a college diploma in Retail, Hospitality, Sales Management, or a related discipline.

Salary/Compensations

$99,788 - $117,398 CAD

Benefits

100 percent premium-free benefits for individuals and families (for permanent and full-time contract positions, conditions apply)
Health spending account
Flexible working options (varies by position)
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 for permanent full-time and part-time staff
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 dedicated to building and sharing global collections, sharing knowledge, inspiring learning, and fostering community engagement.
As a globally recognized field research institute, ROM houses an impressive collection of over 18 million artworks, cultural objects, and natural history specimens, showcased in over 40 galleries and exhibition spaces.
The museum is committed to creating a space where art, culture, and nature intersect, connecting people and communities to the past, present, and shared future.
ROM is working toward its goals to transform and evolve as one of the world’s foremost 21st-century museums.

Equal Opportunity

At ROM, we embrace diversity in our exhibits, communities, and teams. We encourage applications from racialized persons, Indigenous Peoples, persons with disabilities, 2SLGBTQI+ individuals, and those who can further diversify our ideas.
We are committed to equitable employment opportunities and a workplace free from discrimination and harassment.
We welcome and accommodate candidates with disabilities throughout the selection process. Please contact us at careers@rom.on.ca for assistance.