Retail & E-Commerce Coordinator

COFAM- Corporation Of the Fine Arts Museums•San Francisco, CA

4d•$32 - $43•Hybrid

About The Position

Under the direction of the Senior Retail & E-Commerce Manager, the Retail and E-Commerce Coordinator is responsible for providing exceptional customer service and sales, as well as coordinating all retail and e-commerce initiatives. This role is key in creating a positive experience for Museum visitors by keeping them informed about products and promoting the Museum’s activities and programs. The Coordinator actively handles sales, processes transactions (including email, telephone, and online, wholesale, and corporate orders), manages merchandising, maintains the online store and its products, and implements online and onsite store marketing. The application deadline is Wednesday, January 28, 2026, 9 PM PST.

Requirements

Bachelor’s Degree. A combination of education, training, and experience may be substituted for the required degree. Knowledge and interest in art are a plus.
Minimum of four years of work experience in a customer service capacity within a retail and/or e-commerce environment, such as a customer call center, CRM, e-commerce, retail/email marketing, or museum store experience. Photography experience and knowledge of eCommerce platforms (Shopify), email marketing (MailChimp), and social media platforms, such as Facebook, Instagram, and Pinterest, are a plus.
Experience with Shopify eCommerce and Photoshop required. Shopify Plus preferred.
Must possess exceptional customer service and sales skills.
Demonstrated ability to follow procedures, prioritize tasks effectively, and the ability to multitask while working quickly and efficiently. Attention to detail is a must.
Ability to take direction well and work with the public (customers, vendors, buyers, store operations, and sales staff, etc.). Willingness to be a team player.
Excellent interpersonal, organizational, mathematical, and communication skills required.
Excellent oral and written communication skills, with experience in copywriting, marketing writing, and editing preferred.
Ability to type 65-70 wpm with accuracy. Understanding of copy/fax/scan machines.
Must be proficient with electronic cash registers, PCs (including the most recent versions of MS Office), computerized inventory management systems, online and automated shipping systems such as FEDEX Ship Manager, Ship Station, and telephone answering systems required.
Experience with shipping and packing merchandise safely and efficiently for domestic and international orders, as well as in-store pickups.

Nice To Haves

Photography experience and knowledge of eCommerce platforms (Shopify), email marketing (MailChimp), and social media platforms, such as Facebook, Instagram, and Pinterest, are a plus.
Shopify Plus preferred.
Experience and knowledge of HTML, Adobe Creative Suite, CRM, Shopify, and other eCommerce order management systems and retail inventory management systems preferred.
Experience with email marketing systems is a plus; Mailchimp preferred.
Experience in social media technologies, including Meta, X, Pinterest, and other new and innovative online platforms are a plus.
Experience with helpdesk software is a plus.

Responsibilities

Maintains the online store channels on a daily basis, ensuring retail eCommerce performance is maximized, and content is current and as scheduled, including products, content, promotions, landing pages, banners, etc. Maintains social media shop collections and works in collaboration with the Social Media team.
Coordinates and works closely with the Senior Retail & eCommerce Manager and Merchandising team to add and update the online store products; requests and obtains product information and images for use in all store eCommerce, retail, social media, and wholesale channels.
Maintains product descriptions, tagging, weights, and other product information in the inventory management, eCommerce systems, and social media shops. Writes, updates, and inputs web product copy based on institutional style guides and online store best practices; enters and maintains proper web tagging and navigation, ensuring web product SKUs, pricing, content, and availability are current and accurate.
Produces store and product photography, performs edits and post-production on digital images to online store and print standards. Coordinates store product photography and copy needs, including work in Adobe Suite and emerging digital technologies. Gathers, packs, and unpacks product for photography and requests, organizes, and optimizes digital images for website content.
Responds to customer inquiries of all types. Exceeds the needs of the customer by resolving all customer and membership service issues through all store channels in a professional, timely, friendly, and efficient manner.
Performs all external customer service duties, including answering phones, online, email, chat, and mail inquiries. Provides relevant information, makes sales, activates and updates accounts, updates passwords, processes payments, returns, refunds, discounts, and resolves any issues as required to the customer’s satisfaction.
Takes and processes all online, email, telephone, and mail orders, including ringing sales and memberships through the retail eCommerce/POS/Inventory systems, and processing all gift card and membership purchases. Coordinates and maintains the store pick-up system and contacts customers.
Coordinates and maintains Museum Stores’ customer databases, ensuring data is accurate and current. Enters new and updates existing membership/customer records in an accurate and timely manner. Works with the Membership and Data Services departments to resolve issues. Assists the Senior Retail & E-Commerce Manager in coordinating CRM needs and helpdesk ticket responses with other departments and service providers.
Coordinates with the Director of Retail Operations, Senior Retail & E-Commerce Manager, and Buyers in implementing all store and event marketing and promotions and product information cards, including production of in-store signage for the sales floor.
Coordinates system audits, upgrades, and testing to improve user experience, profitability, and system performance per industry standards. Assists the Senior Retail & E-Commerce Manager in producing and analyzing web sales and performance reporting.
Assists the Senior Retail & E-Commerce Manager in the creation of and updates to online store documentation, including workflow best practices, operations, logistics, customer service, and technical procedures.
Primary customer contact for all wholesale, VIP, special, and corporate orders. Works with clients, suggests products, and coordinates fulfillment in an efficient and timely manner. Issue and process pro-forma requests, including invoices and payments. Accurately rings all purchases and collects payment properly.
Act as liaison with other Museum departments for store purchases, in particular the Director’s Office, Facility Rental, Development, Membership, Special Events, Publications, Curatorial, Exhibitions, and PR/Marketing departments.
Works on the sales floor in all store locations and at the Egbert warehouse as needed.
Performs other duties as assigned.