Retail Specialist

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.
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  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.

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• 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.