Role Overview:
The Retail Specialist will support the oversight of boutique operations managed by a third-party operator, ensuring alignment with the museum's brand standards, commercial objectives, and visitor experience strategy. The role will focus on performance monitoring, stakeholder coordination, and maintaining a high-quality retail offer that reflects the museum's positioning.
Key Responsibilities
Retail Operations & Performance Support
- Support the monitoring of day-to-day boutique operations to ensure service excellence, brand alignment and operational consistency.
- Track retail performance metrics (sales, revenue, KPIs, targets) and highlight trends, risks, and opportunities for improvement.
- Assist in monitoring progress against agreed action plans and commercial targets, escalating delays or risks where required.
- Consolidate and analyze customer feedback from tools such as Visitor Barometer, Mystery Shopper reports, and internal insights to identify areas of enhancement.
- Support the execution of retail initiatives, including promotions, merchandising updates, and seasonal activations, ensuring timely implementation.
- Ensure the boutique offering (products, displays, pricing) aligns with the museum's brand identity and visitor expectations.
- Proactively suggest improvements to the product mix, design, and retail concepts, including defining selection criteria to ensure relevance, quality, and alignment with the museum's positioning and audience
Third-Party Operator Oversight
- Support the management of the relationship with the third-party boutique operator, ensuring adherence to contractual obligations and agreed standards.
- Monitor operator performance, compliance, and service delivery, and follow up on corrective actions where needed.
- Safeguard the museum's brand by ensuring consistency in retail presentation, customer experience, and product curation.
Stakeholder Coordination & Reporting
- Act as a coordination point between internal teams and the retail operator to ensure alignment on operations, initiatives, and performance objectives.
- Support communication and follow-ups related to retail performance, operational updates, and ongoing projects.
- Assist in preparing performance reports, summaries, and dashboards for management review, providing clear insights and recommendations.
