Senior Manager, Retail Business Operations

Royal Ontario Museum • Toronto, ON

2d • CA$111,954 - CA$131,710 • Onsite

About The Position

The Royal Ontario Museum (ROM) is seeking a strategic and results-oriented Senior Manager, Retail Business Operations to lead its retail business operations across both in-store and e-commerce channels. This role reports to the SVP, Commercial Enterprises and oversees retail sales, customer service, merchandise buying, name-drop product development, and Shopify and e-commerce operations. As a key leader within Commercial Enterprises, the position drives revenue growth, optimizes operational performance, and delivers exceptional retail experiences that connect visitors and non-visitor shoppers with ROM's exhibitions, collections, and brand. The role is located within the Bloor-Yorkville shopping corridor and involves leading a team responsible for front-of-house and back-of-house retail operations while fostering strong relationships with artists, suppliers, manufacturers, and internal stakeholders. This is an opportunity for an experienced retail leader with strong commercial acumen and a passion for customer experience, product innovation, team leadership, and operational excellence to shape retail offerings that support ROM's mission and contribute to its financial sustainability and visitor engagement goals.

Requirements

• University or college degree/diploma in Retail Management, or a related field, or an equivalent combination of education and experience.
• A minimum of 5–7 years of progressive retail leadership experience, including responsibility for business operations, merchandising, inventory management, sales performance, and customer experience.
• Demonstrated success leading and developing high-performing teams in a fast-paced retail, e-commerce, attraction, hospitality, cultural, or customer-facing environment.
• Strong financial and business acumen, with experience managing budgets, analyzing sales performance, monitoring KPIs, and driving revenue growth through data-informed decision-making.
• Experience sourcing, negotiating, and building relationships with suppliers, artists, manufacturers, distributors, or other external partners, with a demonstrated ability to balance quality, cost, and business objectives.
• Knowledge of merchandise planning, buying, name-drop product development, inventory management, and retail operations best practices.
• Experience supporting or managing ecommerce operations, including Shopify or similar ecommerce platforms, digital merchandising, and online sales performance.
• Excellent communication, relationship-building, negotiation, and stakeholder management skills, with the ability to collaborate effectively across diverse teams and audiences.
• Strong organizational and project management skills, with the ability to manage multiple priorities, meet deadlines, and adapt to changing business needs.
• Proficiency with Microsoft Office applications and experience working with retail, inventory, purchasing, or e-commerce systems.
• A customer-first mindset, a passion for delivering exceptional visitor experiences, and a commitment to fostering an inclusive and welcoming environment for all guests.
• Flexibility to work evenings, weekends, and special events based on operational requirements, seasonal business demands, inventory activities, and Museum programming.

Nice To Haves

• Supply Chain, Procurement, or Purchasing certifications are considered an asset.

Responsibilities

• Lead and inspire a high-performing retail team responsible for in-store sales, customer service, merchandise buying, ecommerce operations, and retail business administration, fostering a culture of accountability, collaboration, and exceptional service.
• Drive ROM Retail's overall financial performance by monitoring sales trends, product margins, inventory performance, and key performance indicators, ensuring revenue targets are met while delivering an outstanding visitor experience.
• Develop and execute retail merchandising strategies that support ROM exhibitions, galleries, public programs, and institutional priorities through thoughtfully curated product assortments and innovative retail experiences.
• Lead the growth and optimization of ROM's Shopify and e-commerce operations, identifying opportunities to expand online sales, improve operational efficiency, and strengthen customer engagement across digital channels.
• Build and maintain strong partnerships with artists, suppliers, manufacturers, distributors, and community-based organizations to source distinctive merchandise that reflects ROM's collections, exhibitions, and diverse communities.
• Oversee the development and production of branded and custom merchandise that enhances visitor engagement, supports curatorial initiatives, strengthens ROM's brand presence, and contributes to revenue growth.
• Collaborate with colleagues across the Museum to ensure retail programs align with institutional priorities, exhibition storytelling, digital initiatives, community engagement efforts, and brand standards.
• Champion operational excellence by implementing best practices in retail operations, inventory management, procurement, financial reporting, and customer service while ensuring compliance with ROM policies and procedures.

Benefits

• Comprehensive benefits coverage: For permanent and full-time contract positions (conditions apply), enjoy paid benefits for individuals and families, a health spending account, and an Employee Assistance Program.
• Worry-free retirement savings: With our pension plan, you benefit from an employer-matched Defined Benefit contribution plan, which provides predictable lifetime retirement income, survivor benefits, and early retirement options without the stress of investment decisions.
• Support for new parents: Enjoy a parental leave top-up to 95 percent of your salary for 17 weeks, helping you balance work and family life.
• Perks: Free ROM membership for permanent full-time and part-time staff, plus discounts to over 200 attractions through Attractions Ontario.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree