019151 - Retail Manager

University of North Carolina System•Asheville, NC

17d•Onsite

About The Position

The North Carolina Arboretum is seeking a Retail Manager to lead The Connections Gallery, its gift shop, and oversee retail operations throughout the property, including a second seasonally focused shop during Winter Lights. The role supports the Arboretum’s mission of cultivating connections between people, plants, and places by offering distinctive merchandise, supporting makers, and enhancing the visitor experience. It is an on-site position within the Guest Experience and Services team and reports to the Guest Experience and Services Manager. The hiring salary is $53,000 to $59,000, with benefits offered through the State of North Carolina and University of North Carolina System. The position includes a weekend rotation, some evenings and holidays, and work during seasonal events. The Retail Manager is responsible for merchandising, budgets, purchasing, inventory, daily shop operations, point-of-sale and inventory systems, and retail staff management. The role also develops and maintains operating policies, provides customer-service oversight, supports events, liaises with vendors and other departments, and maintains accurate retail records. The manager represents the Arboretum and helps ensure that retail operations align with institutional policies, goals, and mission.

Requirements

Bachelor’s degree, or an equivalent combination of training and experience; degrees must be from appropriately accredited institutions.
Ability to stand for long periods and occasionally lift and/or carry up to 50 pounds.
Ability to supervise, train, assign tasks to, and assess the work of others.
Knowledge of policies, procedures, and precedents affecting the program area, and ability to apply them to program and client needs.
Ability to analyze issues without standard resolutions and independently develop solutions, including solutions to visitor requests and concerns that protect the institution’s integrity.
Knowledge of state laws concerning retail practices and federal regulations relating to use of federal land leased to the state.
Ability to manage retail operations, develop policies and processes, plan budgets and objectives, establish deadlines, and determine and assign staffing.
Knowledge of customer-service policies, including the alcohol policy, Arboretum programming, and retail best practices.
Ability to explain policies and procedures in relation to customer needs and business goals, assess options, and recommend solutions within established guidelines.
Ability to develop productive working relationships, resolve service issues, research and present data, and clarify records-management policies and practices.
Strong written and verbal communication skills, including preparing budgets, tracking results, communicating with senior management, drafting policies and work processes, and developing communication strategies.
Ability to maintain and update retail systems and records, train employees in departmental software, and recommend improvements to information management.
Ability to recognize customer problems and provide appropriate solutions.
Ability to deliver outstanding retail service and encourage staff knowledge of and enthusiasm for Arboretum exhibits, gardens, trails, and programming.

Nice To Haves

Experience or training in nonprofit operations or in a museum or garden shop environment.
Experience with point-of-sale software.
Experience in product or services retail sales, inventory management, point-of-sale operations, pricing, cash-flow management, and public or client relations policy.
Prior gallery or gift shop management experience in a public garden, historic attraction, or museum.

Responsibilities

Prepare, analyze, and manage annual retail budgets and financial reports, including inventory, buyer profiles, sales projections, revenue and expense forecasts, progress updates, and account reconciliation.
Develop and maintain merchandise plans for storefronts and other areas across the Arboretum property.
Purchase merchandise within established budgets and net profit margins; prepare purchase orders, receive and verify merchandise, and submit required paperwork to Finance.
Hire, train, schedule, supervise, coach, monitor, and appraise retail personnel; communicate staffing changes to the Guest Experience and Services Manager.
Coordinate daily shop operations, including staffing, sales, inventory, merchandising, and customer service.
Maintain retail operating policies and procedures covering sales, reporting, merchandise handling, customer service, cash handling, returns, and store opening and closing.
Supervise point-of-sale and inventory retail software, and train staff in departmental software.
Travel to appropriate shows to purchase products.
Work collaboratively with Arboretum teams to develop and deliver events, special sales, and other public events.
Maintain a safe and clean working environment.
Build collaborative relationships across Arboretum departments, encourage participation and diverse perspectives, and mentor and empower colleagues.
Work with the Guest Experience and Services Manager to oversee retail service functions and ensure positive, professional customer interactions.
Oversee customer service requests and resolve visitor disputes in accordance with Guest Experience policies and practices.
Maintain confidentiality of Arboretum and proprietary information.
Monitor cash and inventory controls, conduct annual physical inventory, and report inventory valuations to Finance.
Develop Arboretum-branded merchandise—including concept, design, production, pricing, and delivery—in collaboration with appropriate staff.
Improve inventory control systems, replenish stock to avoid shortages or excessive surplus, analyze data to anticipate needs, and evaluate suppliers for cost-effective deals and trustworthy relationships.
Research new merchandise sources and markets, ensuring products are appropriate to the Arboretum’s mission.
Assist Finance with developing analytics to report retail performance and consult peer institutions on nonprofit retail best practices.
Manage retail operations across physical shops and seasonal sales, including Winter Lights, special events, and flower shows; recommend program expectations, plan budgets and objectives, set deadlines, assign work, determine staffing needs, and make decisions on interpretation of policies and regulations.
Serve as a liaison among Retail, Guest Experience and Services, senior management, vendors, visitors, and members; maintain accurate and current retail records and systems.
Research and recommend improvements to records and information management, monitor retail and inventory trends and emerging technologies, and communicate findings to senior staff as appropriate.