Senior Assistant Manager, Retail Sales & 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 an experienced, customer-focused Senior Assistant Manager, Retail Sales & Operations, to join ROM's Commercial Enterprises team. This is an exciting opportunity for a retail leader who enjoys coaching teams, delivering exceptional customer experiences, and leading daily store operations in a dynamic, high-volume environment.

Reporting to the Senior Manager, Retail Business Operations, you will serve as the on-site leader of the Museum Store, ensuring the seamless execution of daily retail operations while supporting revenue growth, operational excellence, and an outstanding visitor experience. As a trusted key holder, you will lead front-line staff, oversee store operations, support merchandising initiatives, manage scheduling and point-of-sale operations, and resolve customer concerns with professionalism and confidence.

Working in close partnership with the Senior Manager, Retail Business Operations, you will help bring ROM's retail strategy to life by executing merchandising plans, maintaining operational standards, supporting exhibition-related retail initiatives, and creating an engaging shopping experience that reflects the Museum's brand and mission. Your leadership on the sales floor will play an important role in driving retail performance while fostering a collaborative, service-focused culture for staff and visitors alike.

HOW YOU WILL MAKE AN IMPACT

• Lead the day-to-day operations of the Museum Store, ensuring an exceptional shopping experience for members, visitors, tourists, and community partners.
• Inspire, coach, and support a team of Retail Store Sales Representatives by fostering a collaborative, customer-first culture that reflects ROM's service standards.
• Partner with the Senior Manager, Retail Business Operations to execute merchandising strategies, promotional initiatives, exhibition-related retail programs, and operational priorities that drive revenue growth.
• Oversee daily store opening and closing procedures, cash handling, POS and Shopify transaction approvals, scheduling, and operational compliance as the store's designated key holder.
• Monitor store presentation, inventory flow, visual merchandising, and product availability to ensure a welcoming, organized, and engaging retail environment.
• Serve as the on-floor leader, resolving customer concerns, coordinating with Security, Visitor Experience, Facilities, and Housekeeping teams, and ensuring smooth day-to-day retail operations.
• Use sales performance metrics and operational insights to identify opportunities for continuous improvement, operational efficiency, and enhanced customer satisfaction.
• Help strengthen one of ROM's primary earned revenue streams by delivering operational excellence while promoting the Museum's exhibitions, collections, memberships, and brand through every visitor interaction.

WHAT YOU BRING

• A high school diploma, with post-secondary education or certifications in Retail Management, Hospitality, Tourism, Business, or a related field, is considered an asset.
• At least one year of experience leading or supervising teams in a retail, hospitality, tourism, or other customer-facing sales environment.
• A proven ability to motivate, coach, and support front-line employees while fostering a positive, high-performing team culture.
• Exceptional customer service and communication skills, with the confidence to resolve customer concerns professionally and create memorable visitor experiences.
• Experience operating point-of-sale systems and handling cash management, transaction approvals, opening and closing procedures, and daily retail operations.
• Strong organizational skills with the ability to prioritize competing demands and remain calm in a fast-paced, high-volume environment.
• Experience supporting visual merchandising, inventory movement, stock replenishment, and maintaining an inviting retail environment.
• The ability to collaborate effectively with cross-functional teams while exercising sound judgment and strong problem-solving skills.
• Excellent verbal communication skills in English; proficiency in French or another language is considered an asset.
• Availability to work a flexible schedule, including weekdays, evenings, weekends, statutory holidays, and peak operational periods.

WHAT WE OFFER

• 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.
• 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: Part-time Permanent
• EMPLOYEE GROUP: Non-Union
• EXPECTED COMPENSATION: $30.00 per hour
• SCHEDULE: Up to 24 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.

APPLY NOW

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.