Lead, Retail Operations

Job Summary

The Retail Lead role is instrumental in supporting the daily operations and overall success of RISD’s independent retail stores. This position ensures shift preparedness, product availability, presentation, and customer service meet established standards. The ideal candidate will be knowledgeable about the needs of an arts and design community and foster a cohesive and effective shift through clear communication, problem‑solving, and regular check‑ins with team members and leadership.

• Is an active member of the store's shift team. Responsible for hands‑on cashiering, stocking, cleaning and problem solving associated with shifts.
• Executes opening and/or closing procedures, documents any related information for reference.
• Performs physical walk throughs to ensure that the venues and team are ready to welcome guests and maintain continuity of experience throughout the shift.
• In the absence of Assistant Manager, delegates work assignments, conducts pre‑shift meetings prior to service, problem solves, and communicates relevant shifts happening via established communication channels.
• Ensures proper operational supplies are available, instructs staff on POS, ensures cashier stands are set up and hardware is working, assists with end of shift reports, and reports any scanning or pricing issues.
• Ensures standardized procedures and checklists are used consistently & correctly.
• Supports the eCommerce inquiries, order fulfillment and distribution.
• Submits buyer‑approved order replenishments to vendors via established systems, by phone and/or email, adhering to appropriate procedures.
• Assists with taking inventory counts, maintaining and ordering of supplies as needed and as directed.
• Assists with receiving and maintaining storage areas.
• Proficient in utilizing all features associated with POS technology, addresses issues promptly following established recovery procedures.
• Participates in the training of new staff on POS to ensure consistent outcomes.
• Complies with PCI standards for system usage.
• Assist the buyers as assigned.
• Ensures orders are processed and fulfilled through various customer ordering platforms throughout their shift, as needed.
• Monitors waste and supply usage, and makes recommendations to streamline and standardize practices.
• Monitors to ensure best practices in theft control and product security.
• Ensures all merchandise on the sales floor and stockroom are accurately labeled, in their designated locations and well stocked.
• Shift Support:
• Monitors daily performance and productivity of staff and ensures compliance with established break and meal times.
• As assigned, assists with orientation and onboarding training of new employees in a timely and efficient manner. Provides constructive feedback.
• Provides clear direction to staff working in stores to ensure the highest level of service.
• Assists in supporting day‑to‑day marketing activities. Maintains visual merchandising and product presentation.
• Assists students and guests with special requests and special needs.
• Monitors that policies and procedures are being followed. Promptly bringing inquiries, concerns, and issues to the supervisor.
• Prepares for and assists with the preparation and execution of events, including setup, coordination, and on‑site support.
• Provides coverage assistance to support scheduling anomalies.
• Participates in the POS ongoing training to ensure consistent outcomes.
• Provides exceptional customer service by addressing customer inquiries and resolving issues promptly and effectively.
• Models a professional demeanor at all times, ensuring a welcoming environment for customers.
• Handles customer complaints with empathy and efficiency, ensuring customer satisfaction and retention.
• Seek feedback from customers and staff to continuously improve service delivery and enhance the overall customer experience.
• Collaborate with team members to ensure seamless service using best practices for customer interactions.
• Ensures a safe work environment by addressing safety concerns to eliminate safety hazards; investigates and reports incidents; enforces safety work rules and procedure.
• Maintain cleaning standards for retail.…