Retail Manager

Base pay range

Midlands Arts Centre (MAC) is an exciting, ambitious arts centre which offers a wide array of free exhibitions, theatre, music, cinema and comedy performances as well as creative learning and participation activities. Well‑loved and well‑used, it’s a relaxed friendly place attracting a diverse mix of visitors. As well as MAC our work also extends outside of the venue across the city to community settings to inspire new audiences to experience high‑quality art experiences.

We are recruiting for Retail Manager to join our trading department on a 22.5 hour week contract.

This is a key customer focused role for MAC and is key to visitors’ experience and to the perception of the organisation.

To deliver and coordinate MAC’s on‑site and online retail operations, ensuring high standards in product presentation, customer service, and shop performance. The role supports marketing campaigns and works with the arts programme to plan and develop products linked to exhibitions and events.

• Deliver a high‑quality retail offer across the on‑site and online shop in line with agreed strategic direction.
• Plan and coordinate product ordering and merchandising to ensure excellent standards of presentation and availability, flexing to meet seasonal, programme and event‑led demand.
• Leading by example in maintaining excellent visual merchandising standards to deliver creative, engaging shop displays.
• Work with the Head of Trading to plan and implement seasonal and programme‑related product refreshes and promotional activity in a timely and effective manner.
• Work closely with MAC’s arts programmers to support the planning and development of products and ranges that complement exhibitions, performances and other events.
• Administer contractual arrangements for selling work by local artists and makers, fostering supportive relationships aligned with MAC’s values.
• Collaborate with marketing to support retail campaigns, database development and evaluation of campaign performance.

• Monitor retail sales performance and expenditure against monthly management accounts, ensuring accuracy and investigating variances.
• Ensure EPOS, transaction handling and financial reconciliation procedures are followed correctly, addressing discrepancies and supporting staff training as required.
• Maintain accurate stock records and oversee a regular stock‑taking programme, identifying and resolving discrepancies promptly.
• Support the delivery of agreed sales targets and margin objectives through effective operational management.
• Ensure compliance with all relevant financial and operational requirements, including health & safety, GDPR, ethical sourcing standards and premises licence conditions (e.g. sale of retail alcohol).

• Use MAC’s EPOS systems to ensure accurate transactions, stock control, reporting and insight.
• Engage with any online learning or sector events to support understanding and development of the EPOS system.
• Proactively develop EPOS and related systems by identifying and implementing improvements, integrations or efficiencies that enhance service, operation and data insights.
• Maintain the online shop, ensuring accurate and engaging product information, pricing and images.
• Use available reporting tools and analytics to monitor sales performance, campaign effectiveness and identify issues.
• Oversee order fulfilment processes for the online shop, ensuring packaging and dispatch meet agreed service standards and time frames.

• Work with the Head of Customer Services to plan and direct the retail focussed work of Customer Service Assistants.
• Support rota planning to ensure appropriate staffing levels during peak trading periods, events and seasonal activity.
• Provide on‑job training, coaching and guidance in product knowledge, merchandising standards and customer service.
• Foster a positive, professional and inclusive team culture focused on delivering an excellent visitor and retail experience.

• Implement MAC’s Environmental Policy and consider how this role can contribute to MAC’s sustainability goals.
• To…