Retail Operations Manager

About The Kennedy Center

“I am certain that after the dust of centuries has passed over our cities, we, too, will be remembered not for victories or defeats in battle or in politics, but for our contribution to the human spirit.” – President John F. Kennedy

The Kennedy Center is the nation’s cultural center and living memorial to President John F. Kennedy. Located on the banks of the Potomac River in Washington, D.C., the Center presents performances across all genres, and is also home to artistic affiliates Washington National Opera and National Symphony Orchestra. 

At the Kennedy Center, we strive to foster belonging and empowerment at work. We are able to advance our mission because of our committed and passionate employees. We are fortunate to be able to leverage their diverse perspectives, life experiences and skills to inform how our workplace can be a safe, transparent, and replenishing community. The Kennedy Center is an equal opportunity employer and does not discriminate against any employee or applicant based on race, religion, gender identity, sexual orientation, disability, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. 

Mission Statement: As the nation's performing arts center, and a living memorial to President John F. Kennedy, we are a leader for the arts across America and around the world, reaching and connecting with artists, inspiring and educating communities. We welcome all to create, experience, learn about, and engage with the arts. 

Why Join Us

We offer a comprehensive range of benefits to all full-time employees including: 

• Staff offers for discount tickets
• Retirement plan with organization matching (after 1 year of employment)
• Qualifying employer for the Public Student Loan Forgiveness Program (PSLF)
• Commuter programs including pre-tax options for discounted parking and SmartBenefits (WMATA)
• Annual Leave, Sick Leave, and Personal Days available immediately upon hire
• 11 paid holidays per year 
• Medical, Dental, and Vision benefits with FSA and HSA options, and paid FMLA
• Flexible work arrangements
• We like to have fun! Check out the Kennedy Center National Dance Day 2022 staff video!

Job Description

Retail Operations generates revenue to support the mission and programs of the Kennedy Center (KC); educates the guest about the performing arts; builds brand equity for the KC; offers exclusive member discounts; and engages with volunteers who are ambassadors in the community.

The Manager of Retail Operations provides leadership, direction and planning, and is actively involved in all functions related to daily retail operations and sales for all locations on the Kennedy Center campus; retail shops, concessions, and pop-ups.

The primary responsibilities of the Retail Manager are to maximize retail profitability by controlling expenses, protecting retail assets, and by ensuring that retail standards and processes for customer service, merchandising, operations, staffing, and fund management are consistent and well executed, in accordance with the KC mission, policies and procedures.

Duties & Responsibilities

Supervision

• Manages and supervises sales supervisors and sales leads, sales associates and retail volunteers, providing overall direction, coordination and evaluation of retail staff in accordance with KC policies and procedures and applicable laws.
• Responsibilities include interviewing, hiring and training staff; planning, assigning, scheduling and directing work; appraising performance, rewarding and disciplining associates; addressing complaints and resolving problems.  

 Customer Service

• Acts as a role model, and sets standards and provides training to ensure excellence in customer service in the stores and concessions, monitoring customer feedback and responding to and addressing all customer concerns promptly.

 Operations

• Ensures all store and concessions policies and procedures are followed and updated as needed..
• Creates and manages store schedules to support the needs of the business within budgeted payroll allowance.
• Performs and supervises opening and closing procedures, including reconciling sales and discrepancies, and managing cash, deposits, and keys.
• Ensures cleanliness and good working order of fixtures, lighting, and AV equipment, coordinating with Facilities as needed.
• Ensures POS equipment and software are working properly with regular software updates, working with IT and documenting issues and submitting Service Requests as needed.
• Perform regular inventories of supplies and submit order requests to the Fiscal Analyst as needed.

 Inventory Management and Visual Merchandising

• Ensures the visual merchandising standards for the store are met; train staff to fill and restock displays following plan-o-grams developed by the visual merchandiser, submitting merchandise requests as needed to the Warehouse.
• Attend weekly floor walk-throughs with the Buyer, Visual Merchandiser and Warehouse Team to provide merchandise feedback and needs, and share customer and staff requests/feedback.
• Communicates inventory needs and issues (labeling, folding, storing, etc.) to the Warehouse Team and Buyers.
• Reviews and processes inventory damages to ensure accuracy of inventory.
• Coordinates sales promotion activities and prepares, or directs staff executing merchandise displays and signs.
• Prepares shops and stockrooms for and actively participates in annual physical inventory and reconciliation process, and as needed with cycle counts for departments and/or products with continual problems.
• Stay familiar with current trends and issues, industry standards, etc., in the museum and specialty retail selling environments.

 Other duties as assigned.

Key Qualifications

• Flexible schedule with ability to work nights and weekends (Ops Manager will work at least 2 nights until 11 pm and at least 1 weekend shift). *Our peak business times are weekdays 5 pm – 11 pm and weekends 12 noon to 5 pm and 5 pm – 11 pm)
  
• 6 – 8 years multi-unit retail sales management experience for $3M independent experiential retail business
• Strong experience with PT staff recruitment and training retail sales associates
• Familiarity and comfort level with technology, specifically using and troubleshooting a web-based POS system and iPad/Apple technology Square
• Strong experience with electronic scheduling and payroll management including working within a payroll budget
• Strong cash management experience to include fund and safe management including change orders and monthly audits
• 5 to 7 years’ experience in retail personnel and performance management to include conducting regular staff check-ins, bi-annual performance reviews, and progressive discipline coaching and documentation
• 5 to 7 year’s experience in retail inventory management to include planning, conducting annual physical inventories and reconciliation weekly/monthly cycle counts as needed to ensure inventory integrity
• Strong conflict management and communication skills
• Experience and interest in creating a fun, motivating work environment for diverse team of paid PT staff and volunteers
• Experience with budget development and management
• Strong business acumen
• Prior experience working with volunteers (we have a strong, long-tenure corps of volunteers and we are adding new volunteers to work alongside paid staff on the sales floor)
• Bonus if you love theater and the arts!