Retail Manager

Position

The Retail Manager plays a key role in bringing the Paws Up Montana experience to life within the Wilderness Outpost.

More than a traditional retail leadership position, this role helps shape how guests discover, remember, and take a piece of Montana home with them. Through thoughtful service, strong operational leadership, and a genuine connection to the Paws Up brand, the Retail Manager creates an environment that feels welcoming, elevated, and distinctly Montana.

This position leads the daily retail experience, develops and inspires the team, and ensures every detail reflects the standards and personality of Paws Up Montana.

Key Responsibilities
• Create an Exceptional Guest Experience: Lead a warm, intuitive, and highly personalized retail experience where every guest feels genuinely welcomed, recognized, and cared for.
• Bring the Paws Up Brand to Life: Ensure the Wilderness Outpost reflects the character of Paws Up Montana through exceptional presentation, thoughtful storytelling, product knowledge, and attention to every detail.
• Lead the Retail Team: Supervise, coach, and inspire retail team members, setting a standard for professionalism, hospitality, teamwork, and genuine guest engagement.
• Own Daily Retail Operations: Oversee the day-to-day operation of the Wilderness Outpost, including opening and closing procedures, merchandising standards, inventory controls, order fulfillment, shipping, and operational organization.
• Manage Inventory with Precision: Maintain accurate inventory levels, update and manage purchase orders, resolve discrepancies and damages, and ensure online and in-store purchases are fulfilled thoughtfully and efficiently.
• Partner with Leadership: Work closely with the General Manager to support vendor and merchant relationships, retail budgets, business planning, product opportunities, and ongoing improvements to the guest experience.
• Deliver Luxury Service Standards: Model exceptional service consistent with the expectations of a world-class luxury resort, while helping the team anticipate guest needs and create memorable interactions.
• Support the Wilderness Outpost Experience: Help create a seamless environment across the retail store, coffee service, and guest lounge, ensuring the entire space feels welcoming, polished, and intentionally designed.
• Curate Special Moments: Collaborate with resort teams to create thoughtful retail amenities, gifting opportunities, and customized experiences for VIP guests, groups, celebrations, and special events.
• Develop Future Leaders: Train and mentor seasonal and year-round team members, helping them grow in confidence, product knowledge, hospitality, and leadership.
• Take Ownership: Maintain a beautifully organized and visually compelling retail environment while demonstrating sound judgment, initiative, flexibility, and accountability in a fast-moving resort setting.
• Perform additional duties as assigned by the General Manager, Wilderness Outpost.

Qualifications
• Minimum of 4 years of experience in product-based retail operations, including at least 2 years in a leadership or supervisory role.
• Strong understanding of luxury hospitality, premium retail operations, merchandising, guest-service standards, and retail performance metrics.
• Experience delivering service consistent with Forbes Travel Guide 5-Star expectations or comparable luxury hospitality standards strongly preferred.
• Exceptional interpersonal and communication skills, with the ability to connect naturally with guests, team members, vendors, and resort leadership.
• A leadership style that is positive, humble, accountable, adaptable, and highly collaborative.
• Strong organizational and analytical skills, with the ability to balance guest-facing leadership with detailed operational responsibilities.
• Proficiency in Microsoft Outlook, Excel, and Teams. Experience with Shopify POS and e-commerce platforms is strongly preferred.
• Ability to work independently, make thoughtful decisions, and maintain composure and professionalism in a fast-paced, high-expectation environment.
• Valid State Driver's License.

Physical Requirements
• Ability to regularly stand, walk, sit, and move throughout the Wilderness Outpost and surrounding resort areas for extended periods.
• Ability to work a flexible schedule, including weekends, evenings, holidays, and periods of increased resort activity.
• Ability to occasionally lift, carry, reach, push, or pull merchandise, packages, displays, and inventory weighing up to 50 lbs.

This job description is intended to describe the general nature and level of work performed in this position. It is not intended to be an exhaustive list of all duties, responsibilities, skills, or working conditions. Responsibilities may evolve as the needs of Paws Up Montana and the Wilderness Outpost continue to grow.

Join Paws Up Montana

At Paws Up Montana, retail is about more than merchandise. It is another opportunity to tell the story of Montana, create a connection with our guests, and extend the experience beyond their stay.

We are looking for a leader who takes pride in the details, genuinely enjoys creating memorable experiences for others, and understands that exceptional hospitality is often found in the smallest moments.

If you are passionate about luxury retail, inspired by Montana, and excited by the opportunity to help shape an extraordinary guest experience, we would love to hear from you.