Welcome Center Retail Manager

Experience Columbus•Columbus, OH

11d•$68,000 - $72,000

About The Position

The Welcome Center Retail Manager is responsible for the day-to-day operation and performance of the Columbus Welcome Center and retail experience. This role leads retail program: inventory, point-of-sale operations, customer service standards, and sales performance—while also serving as an on-site partner to the events and marketing team to execute in-center activations that bring the destination brand to life. The Manager ensures that the space is welcoming, efficient, and consistently reflects the organization’s brand and community.

Requirements

Retail operations experience (store leadership, merchandising, inventory, and POS).
Supervising staff and building schedules.
Experience working with local makers/artisans and/or curated retail assortments.
Event/activation support experience (pop-ups, community programs, brand experiences).
Guest-first mindset and strong interpersonal skills
Organized, detail-oriented, and process-driven
Visual merchandising and brand sensibility
Accountability with credit card handling and inventory controls
Proficient in POS systems and basic reporting (Excel/Google Sheets), familiarity with Shopify POS Square or similar systems a plus
Strong customer service and problem-solving skills; calm under pressure and able to adjust quickly
Demonstrates strong written and verbal communications skills
Demonstrates flexibility and openness to new ideas, and different perspectives
Demonstrates the ability to work independently but also can be a collaborative team member
Demonstrates a strong commitment to fostering a culture of innovation and collaboration
Demonstrates a strong commitment to Diversity, Equity, Inclusion and Accessibility
Proficient in Microsoft Suite 365, Outlook, PowerPoint and Word, and related software
Ability to work flexible hours, including evenings, weekends, and holidays
Familiar with and advocate for the Columbus region
Demonstrates a commitment to our company values: Value the Voices, Think Forward, Take it On, Create Moments and Live your Passion
The organization requires all employees to obtain and maintain the Experience Columbus Insider (ECI) accreditation
Ability to move/lift/stock merchandise and support basic setup for activations (being on the store floor for extended periods).

Nice To Haves

Experience working at a Destination Marketing Organization (DMO), tourism, hospitality, museums/cultural attractions, or destination retail a plus

Responsibilities

Manage daily operations of the welcome center retail environment (opening/closing, payment handling, POS, customer service standards).
Deliver a consistent, high-quality guest experience for visitors and residents; respond to customer needs and resolve issues in a timely, professional manner.
Maintain a clean, safe, organized, and visually compelling 2,000 sq. ft. environment.
Build staff schedules and hours of operations to match peak visitor times, activations, and seasonal volume.
Plan and execute merchandising strategies (product placement, signage, seasonal refreshes, featured local makers).
Monitor sales performance and customer trends; recommend adjustments to product mix and merchandising to meet revenue goals.
Train staff on product knowledge and selling behaviors that feel authentic and guest-first.
Oversee inventory processes: ordering, receiving, pricing, stocking, cycle counts, and shrink prevention.
Manage relationships and agreements with local makers and vendors; process invoice payments
Manage Visitor Guide fulfillment program.
Maintain accurate inventory records and prepare reports on sales and stock levels.
Track prize redemption on all Columbus trails; maintain trail prize inventory
Keep relocation resources/inventory up to date and accessible; “Welcome to Columbus” promotion box fulfillment
Execute on-site activations in coordination with the events and marketing team (product launches, pop-ups, community partner features, seasonal programming, media moments).
Support activation logistics including run-of-show, staffing coverage, basic setup/tear-down, and on-site troubleshooting.
Ensure activations align with brand standards and enhance the guest experience without disrupting retail operations.
Train and supervise part-time staff ; set clear expectations for service, accuracy, and professionalism; provide coaching and feedback.
Engagement and participation in Experience Columbus events, activities and training.
Track and report key metrics (daily sales, average transaction, best sellers, inventory turns, visitor interactions as applicable).
Support retail budgeting and forecasting; identify opportunities to improve margin, reduce waste, and grow revenue.
Follow organizational policies for purchasing, approvals, and financial controls.