Role purpose
Reporting to the Head of Commercial, the Manager, Retail plays a key leadership role in the Commercial Business Unit, managing the strategic and day-to-day management of the museum's retail operations. This includes the five retail channels: Main Onsite Shop, Exhibition Shop, Online Shop, wholesale and distribution. The role is responsible for maximising own-sourced revenue, curating a product range celebrating the museum's collection, and permanent and temporary exhibitions. The Manager works closely with stakeholders across the museum to ensure retail offerings are relevant, cohesive and contribute to the museum's strategic goals.
The Manager, Retail manages commercial sustainability based on strong data-driven decision making, relationships with suppliers, and ensures a high standard of customer service across the retail team. They will champion innovation and collaboration, using a high level of initiative, project management expertise, financial acumen and cultural sensitivity. The successful candidate will be a confident communicator, adept at managing diverse teams, negotiating with partners and ensuring operational excellence across all facets of retail operations.
The key duties of the position include
* Develop and implement comprehensive, integrated retail operations plans to drive revenue growth, expand market presence and profitability, and identify new commercial opportunities, across the Museum's five retail channels - Main Onsite Shop, Exhibition Shop, Online Shop, wholesale and distribution.
* Manage all retail business planning, budgets, reporting, staff development, procurement activities, risk registers and contract administration, ensuring compliance with public sector and Museum frameworks and governance standards.
* Build and maintain collaborative internal and external relationships, including with commercial partners and suppliers, designers, contractors and cultural institutions, to deliver profitable commercial outcomes.
* Monitor and analyse key performance metrics, financial data, inventory and customer feedback to assess the effectiveness of commercial initiatives and develop reports that track progress against targets and insights to inform continuous improvement.
* Prepare and maintain high-quality project documentation, including meeting notes, schedules, procurement records and operational reports.
* Work collaboratively across teams and with external partners to innovate and deliver retail initiatives that drive visitation, increase revenue and raise the profile of the NMA.
* Undertake project research and benchmarking, contribute to evaluation processes, and support innovation and continuous improvement across the BU's operations.
* Provide expert advice, leadership and mentoring to a diverse team, fostering a high-performance culture and supporting capability development in retail operations and customer service.
* Promote inclusive and culturally safe practices in retail operations, including the integration of First Nations cultural practice and products, accessibility standards and child-safe principles across all projects.
* Represent the NMA at key industry events.
* Act as second in charge for the Commercial Business Unit when required.
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