Manager, Ticketing & Retail

Oakland Museum of California•Oakland, CA

About The Position

The Manager for Ticketing and Retail is a critical public-facing member of OMCA’s staff, who provides day-to-day oversight of the Museum’s collaborative, cross-functional frontline team. The position, under the direction of the Associate Director of Visitor Experience, leads the mentoring of a team of 6-8 Ticketing and Retail Sales Associates who welcome guests, sell tickets, memberships, and merchandise, and provide a high standard of guest experience for a wide-range of on-campus activities including gallery admission, Garden programs, and private event rentals. This position ensures that our visitor experience achieves revenue targets; delivers the profound sense of welcome that is central to the OMCA brand; and supports ongoing efforts to ensure visitor safety and institutional accessibility.

Requirements

Ability to deliver results, facilitate and influence others and problem solve beyond temporary solutions.
Minimum 2 years related box office, retail, or other frontline sales and management experience.
English language proficiency in both spoken and written form.
Ability to work a flexible schedule, including evenings and weekends.
Ability to lift up to 25 lbs.

Nice To Haves

A secondary language, such as Spanish or Chinese is a plus

Responsibilities

Perform a full range of managerial responsibilities including: organizing and directing work of staff; hiring, training, and evaluation of performance; and providing direction regarding policies and procedures.
Supervise the daily operations of the Ticketing Desk and Store, including guest service, and conducting sales as needed.
Work with Associate Director in the development and implementation of operating policies and procedures.
Oversee special sales programs including parking tickets and seasonal White Elephant Sale (WES) tickets.
Ensure appropriate staffing levels and scheduling of ticketing and store staff to meet operational timelines and needs.
Maintain and update the ticketing and Shop point-of-sale (POS) sales software as needed.
Assist in planning special ticketed events, programs,, and Shop promotions, in collaboration with the Associate Director and Retail Buyer and Inventory Manager.
Review budgeted/forecasted sales goals with Associate Director, Buyer, and Sales Associates to ensure goals are met or exceeded.
Maintain expense controls to meet goals determined by budget and participate in loss prevention controls.
Open and/or close ticketing desks and/or Shop.
Assist sales staff in reconciling daily count sheets; process voids and refunds.
Oversee TRA Leads in their creation of daily and weekly cash deposits.
Input and deliver membership records to the Membership department.
Address visitor concerns in absence of manager.
Monitor Museum general information line/ Visitor Services email and return calls/ emails within 1-2 business days.
Host daily morning meetings with staff.
Provide support as necessary for the School and Group Sales Coordinator.
Work in coordination with Associate Director and Retail Buyer and Inventory Manager to fulfill online shop orders.
Assist with online store assets including writing copy for product descriptions, gathering and editing vendor or other product photography