Assistant Manager, Retail

Position Overview

The Assistant Manager, Retail, plays an important role in providing visitors with an exceptional experience. Responsibilities include the overall management and operation of The Shop, providing customers with exceptional customer service, supervising The Shop operations such as inventory control, training and motivating staff, maintaining accurate accounting records, fulfillment of online order sales, and executing visual merchandising projects. The Assistant Manager, Retail will be proficient in product knowledge, operational knowledge, and familiar with overall museum information.

The position requires schedule flexibility and a full-time (40 hours per week) commitment, including a minimum of one (1) weekend day and availability for holidays and after-hours events as assigned by management.

• Assist with product buying, and coordinate the quality and types of merchandise that best meet the needs of visitors.
• Responsible for developing, implementing, and maintaining SOPs for buying, receiving, inventory maintenance, pricing, item descriptions, physical space, staff, the online store, etc.
• Restock inventory on the selling floor.
• Process merchandise shipments and facilitate batch processing.
• Maintain organization in stockroom.
• Assist with financial reports when needed; ensure all store accounting reports are accurate and submitted in a timely manner.
• Train, evaluate and manage Gift Shop Ambassadors to ensure efficient, productive and knowledgeable staff and teams.
• Schedule employees based on operational needs of The Shop.
• Provide register or selling floor coverage as needed.
• Conduct bi-annual inventory count and reconciliation.
• Support cross‑functional efforts and projects.
• Support visitor services team as necessary, including but not limited to answering floor calls, cash handling, opening and closing procedures, prop maintenance, and assisting with volunteer programs.
• Answer incoming calls, assess caller needs, and direct inquiries to the appropriate department or person to ensure efficient resolution.
• Maintain thorough knowledge of museum exhibit content, activities, and current offerings.
• Exemplify outstanding customer service; proactively anticipate visitor needs with professionalism and support.
• Answer questions about museum offerings, exhibits, programs, and way finding.
• Act as an ambassador for Stepping Stones, representing the museum as a highly respected educational resource while sharing with people in the community what we offer, our vision and mission, and why they should visit.

• High School Degree.
• Excellent customer service skills with ability to respond to visitor needs and problem‑solve quickly.
• Strong communication skills for diverse audiences including children, caregivers, and colleagues.
• Bilingual skills (a plus).
• Excellent interpersonal skills, professional maturity, adaptability, and self‑reliance.
• Self‑aware and self‑regulating; reads social and emotional cues; demonstrates empathy and active listening with visitors and colleagues.
• Strong relationship builder: communicates effectively across all organizational levels, manages disagreements constructively, and welcomes feedback to foster trust.
• Consistently demonstrates good judgment and maintains composure in challenging situations.
• Intrinsically motivated with positive attitude; embraces change, setbacks, and last‑minute adjustments with enthusiasm and curiosity.
• Sensitive to diversity, including individuals with physical challenges or special needs.
• Comfortable working in active, high‑energy, sometimes loud environments.
• Requires normal physical mobility and movement, including large amount of walking, carrying and hauling. Must be able to lift and carry 30‑50 pounds to moderate distances repeatedly. Standing for long periods of time throughout the day. Physical labor is required when moving and stocking merchandise.
• Solid computer skills, including Microsoft Office Suite; proven ability to learn new systems and software. Experience working with Blackbaud Altru software a plus.