Job Profile
Area Lead - Retail & Admissions
PurposeTo support the Retail and Admissions & Welcome Manager in the day-to-day management of the team and processes and tooverseethese professionally and effectively in their absence
Key Responsibilities and Accountabilities
Responsibilities
  • To support the Admissions & Welcome and Retail Managers in maintaining excellent standards of presentation, merchandising customer service and administrative operation of the Museum Shop, Visitor Reception & Admissions Centre (Rolfe Street) and all on-site retail units.
  • Support the Admissions & Welcome and Retail Managers with staff rostering
  • Support the Admissions & Welcome and Retail Managers with communication to staff of Museum, Team and individual performance against KPIs
  • Support the Retail Manager in maintaining appropriate stock levels across all Retail units (through regular stock checks, managing deliveries and ordering)
  • Ensure all administrative and operational tasks are completed, as per the operational checklists, in the absence of the Admissions & Welcome and Retail Managers.
  • Support the Retail Manager in all administrative duties and complete all tasks within the appropriate financial period.
  • Pro-actively react to visitor numbers by organising admissions staff and procedures to minimise queue times.
  • Support the Admissions & Welcome and Retail Managers by championing service, standards and sales amongst the team at all times.
  • To become sufficiently competent in the key responsibilities of the Admissions & Welcome and Retail Manager roles in order that the post holder can manage effectively and maintain standards in their absence
  • Support the Retail Manager in the processing of all on-line shop orders and jointly ensure all products sold online are available at all times
  • Supervisingand further developingcash handling and stock management procedures to minimise risk.
  • To provide front line support to the admissions, reception and retail teams during busy periods and provide a first point of escalation for Visitor feedback or complaints in the absence of the Admissions & Welcome or Retail Managers.
  • To carry out any other such duties, commensurate with the scale and nature of the post, as may be required.
Accountabilities
  • Day to day admissions, Welcome and Retail operational management – Service, Standards, Sales and Stock
  • Day to day staff management in the absence of the Admissions & Welcome and Retail Managers
  • Stock controls and cash-handling procedures.
Dimensions
  • Maximum 8 direct reports each day (across a team of approximately 16)
Working Relationships
  • Provides pastoral management of the Admissions, Reception and Retail teams
  • Has passing associations with all members of Museum staff, to give and receive relevant information.
/ Person Specification
(competencies, qualifications & experience)
Essential
  • Front-of-house / retail management/supervisory experience, preferably in a similar, visitor / customer-focussed environment of comparable scale.
  • Experience of working in a fast paced, commercial environment, with a focus on sales and service.
  • Commercial acumen
  • Strong ICT skills and knowledge across Microsoft Office and bespoke packages
  • Experience of supervisingteams, including coaching and development.
  • Understanding of revenue and staffing budgets of a comparable scale.
  • Experience of stock control procedures including ordering and inventories
  • Commitment to delivering an optimum level of customer service, including an ability to deal confidently and positively with a wide range of people.
  • Experience of electronic booking, point of sales systems and on-line sales.
  • Proven experience of using EPOS systems and reports to influence stock and ordering decisions
  • Proven ability to use initiative and judgement.
Desirable
  • Accredited Customer Service training
  • Experience of ordering and staff management in a fast moving environment.
  • Experience of creative and imaginative visual merchandising
  • Current first-aid certificate or accredited emergency aid training.
  • Second language (conversational level).
  • Empathy with the aims and objectives of the Museum.

Reports to: Admissions & Welcome Manager and Retail Manager
Direct Reports: Approximately 16x Retail & Admissions Assistants and Visitor Receptionists (including casuals)
Hours: Minimum 2 days a week including weekends and Bank holidays
Grade Administrative, Technical and Supervisory / Black Country Living Museum Trust
Tipton Road, Dudley, DY1 4SQ, United Kingdom
Charity No. 504481 Co. No. 1226321