Senior Assistant Manager, Retail Sales & Operations

Royal Ontario Museum•Toronto, ON

27d•CA$30 - CA$30•Onsite

About The Position

The Royal Ontario Museum (ROM) is seeking an experienced, customer-focused Senior Assistant Manager, Retail Sales & Operations, to join ROM's Commercial Enterprises team. This role serves as the on-site leader of the Museum Store, ensuring the seamless execution of daily retail operations while supporting revenue growth, operational excellence, and an outstanding visitor experience. The Senior Assistant Manager will lead front-line staff, oversee store operations, support merchandising initiatives, manage scheduling and point-of-sale operations, and resolve customer concerns. This position works in close partnership with the Senior Manager, Retail Business Operations, to execute merchandising plans, maintain operational standards, support exhibition-related retail initiatives, and create an engaging shopping experience that reflects the Museum's brand and mission. The leadership on the sales floor plays an important role in driving retail performance while fostering a collaborative, service-focused culture for staff and visitors alike.

Requirements

At least one year of experience leading or supervising teams in a retail, hospitality, tourism, or other customer-facing sales environment.
A proven ability to motivate, coach, and support front-line employees while fostering a positive, high-performing team culture.
Exceptional customer service and communication skills, with the confidence to resolve customer concerns professionally and create memorable visitor experiences.
Experience operating point-of-sale systems and handling cash management, transaction approvals, opening and closing procedures, and daily retail operations.
Strong organizational skills with the ability to prioritize competing demands and remain calm in a fast-paced, high-volume environment.
Experience supporting visual merchandising, inventory movement, stock replenishment, and maintaining an inviting retail environment.
The ability to collaborate effectively with cross-functional teams while exercising sound judgment and strong problem-solving skills.
Excellent verbal communication skills in English.

Nice To Haves

A high school diploma, with post-secondary education or certifications in Retail Management, Hospitality, Tourism, Business, or a related field, is considered an asset.
Proficiency in French or another language is considered an asset.
Availability to work a flexible schedule, including weekdays, evenings, weekends, statutory holidays, and peak operational periods.

Responsibilities

Lead the day-to-day operations of the Museum Store, ensuring an exceptional shopping experience for members, visitors, tourists, and community partners.
Inspire, coach, and support a team of Retail Store Sales Representatives by fostering a collaborative, customer-first culture that reflects ROM's service standards.
Partner with the Senior Manager, Retail Business Operations to execute merchandising strategies, promotional initiatives, exhibition-related retail programs, and operational priorities that drive revenue growth.
Oversee daily store opening and closing procedures, cash handling, POS and Shopify transaction approvals, scheduling, and operational compliance as the store's designated key holder.
Monitor store presentation, inventory flow, visual merchandising, and product availability to ensure a welcoming, organized, and engaging retail environment.
Serve as the on-floor leader, resolving customer concerns, coordinating with Security, Visitor Experience, Facilities, and Housekeeping teams, and ensuring smooth day-to-day retail operations.
Use sales performance metrics and operational insights to identify opportunities for continuous improvement, operational efficiency, and enhanced customer satisfaction.
Help strengthen one of ROM's primary earned revenue streams by delivering operational excellence while promoting the Museum's exhibitions, collections, memberships, and brand through every visitor interaction.