Manager, Retail In-store Sales & Service Operations

WHO WE ARE
Opened in 1914 and welcoming over 1.3 million visitors annually, the Royal Ontario Museum (ROM) is Canada's most-visited museum, ranking among the top 10 cultural institutions in North America. At ROM, we are dedicated to building and sharing global collections, sharing knowledge, inspiring learning, and fostering community engagement. As a globally recognized field research institute, ROM houses an impressive collection of over 18 million artworks, cultural objects, and natural history specimens, showcased in over 40 galleries and exhibition spaces. We are committed to creating a space where art, culture, and nature intersect, connecting people and communities to the past, present and shared future.

As we continue to work toward our goals to transform and evolve as one of the world’s foremost 21st-century museums, we seek passionate and dynamic team members who embody our mission and values.

WHO WE NEED

We are seeking a dynamic, customer-focused, and results-driven Manager, Retail In-store Sales & Service to lead the daily sales, service, and operational performance of ROM's retail store.

Reporting to the Senior Manager, Retail Business Operations, you will oversee front-of-house and back-of-house retail activities, ensuring the store delivers exceptional customer experiences, meets sales targets, maintains accurate inventory, and showcases merchandise through engaging visual displays. You will work closely with Assistant Store Managers and retail sales associates to create a welcoming, efficient, and high-performing retail environment.

This role is ideal for an experienced retail leader who combines strong sales and operational expertise with a passion for visual merchandising, team development, and customer service. You will play an important role in shaping the shopping experience for ROM members, visitors, tourists, and the broader community while contributing to the Museum's commercial success.

HOW YOU WILL MAKE AN IMPACT

• Lead daily front-of-house and back-of-house retail operations, ensuring efficient store processes, exceptional customer service, and a welcoming shopping environment.
• Drive retail sales performance by implementing strategies to achieve revenue targets, improve conversion, maximize sales opportunities, and manage operating costs.
• Provide leadership, coaching, and operational guidance to Assistant Store Managers and retail sales associates, fostering a knowledgeable, motivated, and customer-focused team.
• Develop staffing plans, coordinate schedules and assignments, and work with staffing partners to ensure appropriate coverage during regular operations, peak periods, and special events.
• Plan, create, and oversee compelling visual merchandise displays and planograms that showcase products, support sales, and align with ROM exhibitions, programs, and strategic initiatives.
• Oversee inventory management, stock accuracy, replenishment, and related processes, ensuring compliance with ROM's financial guidelines and operating budgets.
• Monitor store performance, address operational challenges, and proactively resolve customer concerns to maintain high service standards and protect ROM's reputation.
• Collaborate with Commercial Enterprises, Visitor Experience, Membership, Security, Facilities, and other ROM teams to support seamless retail operations and coordinated visitor experiences.
• Maintain strong relationships with retail suppliers, vendors, artists, and other partners while supporting operational reporting, continuous improvement, and new retail initiatives.

WHAT YOU BRING

• An undergraduate degree in Retail Management or a college diploma in Retail, Hospitality, Sales Management, or a related discipline.
• Minimum five (5) years of relevant retail industry experience, including experience as a Store Manager, Sales Lead, or Visual Merchandising Lead, with demonstrated hands-on responsibility for supervising retail sales teams.
• Proven ability to drive retail sales, achieve revenue targets, manage operating costs, and deliver exceptional customer service in a fast-paced environment.
• Strong visual merchandising expertise, including experience designing product displays, developing planograms, and maintaining appealing and commercially effective retail spaces.
• Demonstrated experience leading, coaching, scheduling, and motivating retail teams while maintaining high standards for product knowledge, service quality, and operational performance.
• Experience overseeing retail inventory, stock control, and store operations, with the ability to maintain accuracy and support financial accountability.
• Proficiency with retail technology and business applications, including Shopify Plus, point-of-sale, e-commerce, and inventory management systems, as well as Microsoft Word and Excel.
• Excellent interpersonal, communication, organizational, and problem-solving skills, with the ability to manage competing priorities and interact diplomatically with diverse customers, colleagues, and partners.
• Flexibility to work regular evenings, weekends, and holidays in accordance with store operations and special events. French-language proficiency is an asset.

WHAT WE OFFER

• Comprehensive benefits coverage: For permanent and full-time contract positions (conditions apply), enjoy 100 percent premium-free benefits for individuals and families, a health spending account, flexible working options (varies by position), 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.
• And more!

SALARY & TERMS OF EMPLOYMENT

• START DATE: December 2026
• OPEN DATE: October 19, 2026
• CLOSE DATE: Open until filled
• STATUS: Full-time, permanent
• EMPLOYEE GROUP: Non-Union
• EXPECTED COMPENSATION: $99,788 - $117,398 CAD
• SCHEDULE: 35 hours weekly
• PROBATIONARY PERIOD: Six (6) months
• LOCATION (onsite): Toronto, ON

WHAT TO EXPECT IN OUR INTERVIEW PROCESS

1. Initial conversation: Apply online. Selected individuals will be invited to complete a pre-recorded video questionnaire to tell us more about your interest in ROM.
2. First interview: A 1-hour in-person or virtual interview with the Hiring Manager and a member of the HR team. This in-depth interview will focus on your skills and how they align with the team's and ROM's needs.
3. Second interview: A 1-hour in-person meeting with the Hiring Manager and relevant team members. You may be asked to present a pre-assigned case study and discuss scenarios relevant to your role. Depending on the position, you might also receive a tour of ROM and a preview of your responsibilities and interactions.
4. Third Interview: a final interview with key stakeholders.

The above-listed process may change or vary based on the nature and scope of the position.

**All virtual conversations and interviews will be conducted via Microsoft Teams and may be recorded. **

WHY PEOPLE CHOOSE ROM

• Cultural engagement: Daily interactions with Toronto's diverse culture and international visitors offer insights into social and cultural trends. We champion inclusive community programs and connections through diverse experiences.
• Continuous learning: At ROM, expertise and continuous skill development are paramount. Our culture of curiosity and open-mindedness fosters growth beyond traditional career paths.
• Passion & fulfillment: Our work in preserving and curating cultural narratives brings deep satisfaction. We are passionate about the arts, global history, cultural diversity, and leveraging digital technologies to enhance accessibility.
• Team & culture: ROM promotes a positive workplace with collaborative, supportive teams that encourage creativity and innovation. We value new ideas and collective problem-solving.
• Academic collaboration: We are committed to education, partnering with universities and providing student resources, underscoring our dedication to research and accessibility.

If you’re excited about this role, even if your experience differs from the specific requirements, we encourage you to apply. We’re keen to meet candidates who can contribute their talents to our goals and will consider an equivalent combination of knowledge, skills, education, and experience.

COMMITMENT TO DIVERSITY, EQUITY, INCLUSION, & ACCESSIBILITY
At ROM, we embrace diversity in our exhibits, communities, and teams. We encourage applications from racialized persons, Indigenous Peoples, persons with disabilities, 2SLGBTQI+ individuals, and those who can further diversify our ideas. We are committed to equitable employment opportunities and a workplace free from discrimination and harassment.

We welcome and accommodate candidates with disabilities throughout the selection process. Please contact us at [email protected] for assistance.

ADDITIONAL INFORMATION

• ROM does not require “Canadian experience.” International applicants with equivalent experience are encouraged to apply.
• ROM uses technology-assisted tools (including JazzHR TalentFit) to support the review and screening of applications. All hiring decisions are made by human reviewers.
• This posting is for an existing vacancy.

APPLY NOW

Only candidates selected for an interview will be contacted. Please note that all candidates receiving a verbal job offer will be subject to a background check. This includes a criminal background check and verification of professional references, and, other checks depending on the role.