Assistant Manager, Retail Experince

Lucas Museum of Narrative Art•Los Angeles, CA

16h•Onsite

About The Position

Reporting to the Manager, Retail, the Assistant Manager, Retail Experience leads frontline engagement and service excellence initiatives that create an inclusive, welcoming, and memorable guest experience. This role drives a customer-first culture by supporting team development, coaching frontline staff, and reinforcing service standards aligned with the organization’s mission, values, and brand identity. Additionally, the Assistant Manager contributes to sales performance and operational goals by balancing service excellence with business needs, ensuring consistent execution of customer experience standards, effective communication across teams, and a positive, engaging retail environment that drives loyalty and repeat visitation.

Requirements

3–5 years of progressive experience in a retail management role, preferably for an arts & cultural institution or prominent consumer brand
High School Diploma or equivalent required
Experience in a supervisory or lead role
Demonstrated experience supporting day-to-day store operations, frontline service delivery, and team performance in a fast-paced environment
Experience onboarding, training, coaching, and supporting frontline staff to meet service and performance expectations
Strong understanding of retail operations, including standard operating procedures, cash handling or financial controls, safety practices, and loss prevention or security awareness
Ability to monitor sales and operational performance, interpret key metrics and KPIs, and use data to identify opportunities for improvement
Experience supporting inventory management, stock accuracy, audits, and retail systems; familiarity with RFID processes is a plus
Proven ability to build strong relationships and work collaboratively with cross-functional partners, vendors, and external suppliers
Excellent communication, judgment, and problem-solving skills, with the ability to resolve customer and operational issues professionally and effectively
Working knowledge of applicable workplace policies, safety requirements, and employment practices relevant to frontline operations
Commitment to Diversity, Equity, Inclusion, Accessibility and Belonging, with the ability to foster an inclusive team and visitor experience
Passion for delivering exceptional customer service and supporting retail experiences that align with the Museum’s mission, brand, and values

Nice To Haves

Familiarity with RFID processes is a plus

Responsibilities

Support the day-to-day operations of the Museum’s retail store, ensuring an inclusive, welcoming, and customer-ready environment that reflects the Museum’s brand and values
Partner with the Manager, Retail and broader Revenue & Engagement team to execute store opening procedures, operational priorities, and service standards
Help implement standard operating procedures, financial controls, and security standards in partnership with Revenue & Engagement and Security leadership
Supervise, coach, and support frontline retail staff to deliver high-quality customer experiences, strong sales performance, and consistent operational execution
Partner with People & Culture and Retail leadership to support recruitment, onboarding, training, and ongoing development of frontline retail staff
Monitor store performance, customer feedback, and key operational and sales metrics to identify opportunities for improvement and support achievement of sales goals and KPIs
Serve as an escalation point for customer concerns, feedback, and service issues, resolving matters professionally and in alignment with Museum standards
Support product launches, promotions, campaigns, and other sales-driving initiatives in collaboration with cross-functional partners
Support inventory management processes, including audits, stock accuracy, and RFID tracking procedures
Ensure adherence to retail operational procedures, local safety protocols and policies, and applicable employment laws and workplace requirements
Promote Diversity, Equity, Inclusion, Accessibility, and Belonging through hiring support, team leadership, sourcing awareness, and daily visitor and staff interactions