Senior Manager, Retail Business Operations

WHO WE ARE
Opened in 1914 and welcoming over 1.3 million visitors annually, the Royal Ontario Museum (ROM) is Canada's most-visited museum, ranking among the top 10 cultural institutions in North America. At ROM, we are dedicated to building and sharing global collections, sharing knowledge, inspiring learning, and fostering community engagement. As a globally recognized field research institute, ROM houses an impressive collection of over 18 million artworks, cultural objects, and natural history specimens, showcased in over 40 galleries and exhibition spaces. We are committed to creating a space where art, culture, and nature intersect, connecting people and communities to the past, present and shared future.

As we continue to work toward our goals to transform and evolve as one of the world’s foremost 21st-century museums, we seek passionate and dynamic team members who embody our mission and values.

WHO WE NEED
We are seeking a strategic and results-oriented Senior Manager, Retail Business Operations to lead the Royal Ontario Museum's retail business operations across both in-store and e-commerce channels. Reporting to the SVP, Commercial Enterprises, this role oversees retail sales, customer service, merchandise buying, name-drop product development, Shopify and e-commerce operations.

As a key leader within Commercial Enterprises, you will drive revenue growth, optimize operational performance, and deliver exceptional retail experiences that connect visitors and non-visitor shoppers with ROM's exhibitions, collections, and brand. Located within the Bloor-Yorkville shopping corridor. You will lead a team responsible for front-of-house and back-of-house retail operations while fostering strong relationships with artists, suppliers, manufacturers, and internal stakeholders.

This is an exciting opportunity for an experienced retail leader who combines strong commercial acumen with a passion for customer experience, product innovation, team leadership, and operational excellence. Working in a dynamic cultural environment, you will help shape retail offerings that support ROM's mission while contributing to the Museum's long-term financial sustainability and visitor engagement goals.

HOW YOU WILL MAKE AN IMPACT

• Take a hands-on approach to lead and inspire a high-performing retail team responsible for in-store sales, customer service, merchandise buying, ecommerce operations, and retail business administration, fostering a culture of accountability, collaboration, and exceptional service.
• Drive ROM Retail's overall financial performance by monitoring sales trends, product margins, inventory performance, and key performance indicators, ensuring revenue targets are met while delivering an outstanding visitor experience.
• Develop and execute retail merchandising strategies that support ROM exhibitions, galleries, public programs, and institutional priorities through thoughtfully curated product assortments and innovative retail experiences.
• Lead the growth and optimization of ROM's Shopify and e-commerce operations, identifying opportunities to expand online sales, improve operational efficiency, and strengthen customer engagement across digital channels.
• Build and maintain strong partnerships with artists, suppliers, manufacturers, distributors, and community-based organizations to source distinctive merchandise that reflects ROM's collections, exhibitions, and diverse communities.
• Oversee the development and production of branded and custom merchandise that enhances visitor engagement, supports curatorial initiatives, strengthens ROM's brand presence, and contributes to revenue growth.
• Collaborate with colleagues across the Museum to ensure retail programs align with institutional priorities, exhibition storytelling, digital initiatives, community engagement efforts, and brand standards.
• Champion operational excellence by implementing best practices in retail operations, inventory management, procurement, financial reporting, and customer service while ensuring compliance with ROM policies and procedures.

WHAT YOU BRING

• University or college degree/diploma in Retail Management, or a related field, or an equivalent combination of education and experience. Supply Chain, Procurement, or Purchasing certifications are considered an asset.
• A minimum of 5–7 years of progressive retail leadership experience, including responsibility for business operations, merchandising, inventory management, sales performance, and customer experience.
• Demonstrated success leading and developing high-performing teams in a fast-paced retail, e-commerce, attraction, hospitality, cultural, or customer-facing environment.
• Strong financial and business acumen, with experience managing budgets, analyzing sales performance, monitoring KPIs, and driving revenue growth through data-informed decision-making.
• Experience sourcing, negotiating, and building relationships with suppliers, artists, manufacturers, distributors, or other external partners, with a demonstrated ability to balance quality, cost, and business objectives.
• Knowledge of merchandise planning, buying, name-drop product development, inventory management, and retail operations best practices.
• Experience supporting or managing ecommerce operations, including Shopify or similar ecommerce platforms, digital merchandising, and online sales performance.
• Excellent communication, relationship-building, negotiation, and stakeholder management skills, with the ability to collaborate effectively across diverse teams and audiences.
• Strong organizational and project management skills, with the ability to manage multiple priorities, meet deadlines, and adapt to changing business needs.
• Proficiency with Microsoft Office applications and experience working with retail, inventory, purchasing, or e-commerce systems.
• A customer-first mindset, a passion for delivering exceptional visitor experiences, and a commitment to fostering an inclusive and welcoming environment for all guests.
• Flexibility to work evenings, weekends, and special events based on operational requirements, seasonal business demands, inventory activities, and Museum programming.

WHAT WE OFFER

• Comprehensive benefits coverage : For permanent and full-time contract positions (conditions apply), enjoy paid benefits for individuals and families, a health spending account,  and an Employee Assistance Program.
• Worry-free retirement savings : With our pension plan, you benefit from an employer-matched Defined Benefit contribution plan, which provides predictable lifetime retirement income, survivor benefits, and early retirement options without the stress of investment decisions.
• Support for new parents : Enjoy a parental leave top-up to 95 percent of your salary for 17 weeks, helping you balance work and family life.
• Perks : Free ROM membership for permanent full-time and part-time staff, plus discounts to over 200 attractions through Attractions Ontario.
• And more!

SALARY & TERMS OF EMPLOYMENT

• START DATE: August 2026
• OPEN DATE: July 22, 2026
• CLOSE DATE: Open until filled
• STATUS: Full-time Permanent
• EMPLOYEE GROUP: Non-Union
• EXPECTED COMPENSATION: $111,954 - $131,710
• SCHEDULE: 35 hours weekly
• PROBATIONARY PERIOD: Six (6) months
• LOCATION (onsite): Toronto, ON

WHAT TO EXPECT IN OUR INTERVIEW PROCESS

1. Initial conversation : A 30-minute virtual conversation** with a Recruiter to discuss your interest in the role and ROM and how you can make an impact.
2. First interview : A 1-hour in-person or virtual interview with the Hiring Manager and a member of the HR team. This in-depth interview will focus on your skills and how they align with the team's and ROM's needs.
3. Second interview : A 1-hour in-person meeting with the Hiring Manager and relevant team members. You may be asked to present a pre-assigned case study and discuss scenarios relevant to your role. Depending on the position, you might also receive a tour of ROM and a preview of your responsibilities and interactions.
4. Third Interview : a final interview with key stakeholders.

The above-listed process may change or vary based on the nature and scope of the position.

**All virtual conversations and interviews will be conducted via Microsoft Teams and may be recorded.**

WHY PEOPLE CHOOSE ROM

• Cultural engagement : Daily interactions with Toronto's diverse culture and international visitors offer insights into social and cultural trends. We champion inclusive community programs and connections through diverse experiences.
• Continuous learning : At ROM, expertise and continuous skill development are paramount. Our culture of curiosity and open-mindedness fosters growth beyond traditional career paths.
• Passion & fulfillment : Our work in preserving and curating cultural narratives brings deep satisfaction. We are passionate about the arts, global history, cultural diversity, and leveraging digital technologies to enhance accessibility.
• Team & culture : ROM promotes a positive workplace with collaborative, supportive teams that encourage creativity and innovation. We value new ideas and collective problem-solving.
• Academic collaboration : We are committed to education, partnering with universities and providing student resources, underscoring our dedication to research and accessibility.

If you’re excited about this role, even if your experience differs from the specific requirements, we encourage you to apply. We’re keen to meet candidates who can contribute their talents to our goals, and will consider an equivalent combination of knowledge, skills, education, and experience.

COMMITMENT TO DIVERSITY, EQUITY, INCLUSION, & ACCESSIBILITY
At ROM, we embrace diversity in our exhibits, communities, and teams. We encourage applications from racialized persons, Indigenous Peoples, persons with disabilities, 2SLGBTQI+ individuals, and those who can further diversify our ideas. We are committed to equitable employment opportunities and a workplace free from discrimination and harassment.

We welcome and accommodate candidates with disabilities throughout the selection process. Please contact us at View email address on royalontariomuseum.applytojob.com for assistance.

ADDITIONAL INFORMATION

• ROM does not require Canadian experience. International applicants with equivalent experience are encouraged to apply.
• ROM uses technology-assisted tools (including JazzHR TalentFit) to support the review and screening of applications. All hiring decisions are made by human reviewers.
• This posting is for an existing vacancy.

Only candidates selected for an interview will be contacted. Please note that all candidates receiving a verbal job offer will be subject to a background check. This includes a criminal background check and verification of professional references, and, other checks depending on the role.

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