Lead Retail and Guest Services Associate

Racine Art Museum Association, Inc. Job Description

Position Title: Lead Retail and Guest Services Associate

Date: 6/30/26

Department: Retail and Guest Services

Status: Hourly, Part-time, Non-exempt

Reports To: Retail and Guest Services Manager

Direct Reports: None

Salary Range: $16.00 – $18.00 per hour

About Racine Art Museum

The Racine Art Museum Association’s (RAMA’s) two-campus organization consists of the Racine Art Museum (RAM) and the Charles A. Wustum Museum of Fine Arts (Wustum). Located on the shores of Lake Michigan, RAM opened in May 2003 and is an outgrowth of the 85-year-old Wustum. It has become a popular destination for the 11 million residents of the Chicago-Milwaukee corridor and visitors from across the US and beyond. RAMA operates both locations, using Wustum as its visual education center and the downtown campus, RAM, as home to its internationally recognized exhibitions of contemporary crafts. RAM holds the largest collection of contemporary craft art (ceramics, wood, glass, fiber, metal, and art jewelry) in the United States. RAMA’s programs enhance rather than duplicate those offered by larger museums to the north and south. RAMA has been considered a leader in providing high quality arts education to people of all ages since the 1940s. Today, Wustum houses one of the largest studio arts education programs of any museum in Wisconsin. The museums are accredited by the American Association of Museums, Washington, DC—only 3% of US museums have this distinction.

RAMA is seeking a candidate that is enthusiastic, team oriented, and proactive with the ability to work creatively and independently to join our small, dedicated, collaborative team.

Summary and Purpose of Position: The Lead Retail and Guest Services Associate serves as a primary point of support for visitors, members, and customers while supporting the daily operations of retail and guest services. This position will support the Retail and Guest Services Manager, and will serve as a lead resource for the retail and guest services team. The purpose of this position is to create a welcoming, safe, and engaging experience by providing outstanding guest service and supporting efficient retail operations. Through exceptional hospitality and successful retail operations, The Lead Retail and Guest Services Associate will contribute to earned revenue, supporting RAMA’s mission to connect people through creative exploration and lifelong learning while contributing to the vitality of our community.

Principal Job Functions:

Assist in leading day to day operations of Reception and Museum Store

·        Promote customer service, including but not limited to greeting visitors, answering phones, and helping check-out in the RAM Store or Reception Desk as needed

·        Assist with the management of POS software (Shopify, Square)

·        Utilize the Customer Relationship Management System (Neon One) to validate and process memberships, promote membership benefits and renewals, track member visits, maintain accurate records, and assist with volunteer check-in and record-keeping

·        Supervise accurate collection of visitor demographic data for reports

·        Manage cash/change availability for registers

·        Work with staff to maintain overall appearance and cleanliness of Reception area and Museum Store with daily light housekeeping such as vacuuming, dusting shelves, and straightening merchandise

·        Work with proper staff to ensure proper training and knowledge of current exhibitions.

·        Assist in the opening and closing of the museum as needed.

Support Supervision of Retail and Guest Services staff

·        Serve as the lead staff member for guest services and store associates during assigned shifts and in the absence of the Retail and Guest Services Manager

·        Demonstrate and coach customer service skills

·        Serve as a resource for guests, staff, and volunteers

·        Oversee and update concierge activities (knowledge of restaurants and area attractions) for visitors

·        Address and resolve any escalated visitor-facing issues such as first aid, lost child, emergency procedures, visitor complaints, etc.

·        Provide feedback on staff performance to Retail and Guest Services Manager in accordance with RAMA policies

Coordinate Group Tour Operations

·        Serve as the primary coordinator for group tour inquiries and reservations

·        Retail and Guest Services Manager will provide oversight and serve as backup contact for group tours

·        Schedule, coordinate, and confirm group tours for schools, community organizations, and other visitors

·        Communicate tour details with appropriate departments, staff, and docents

·        Maintain group tour calendars, attendance data, and related documentation

·        Promote group tour opportunities and develop relationships with community organizations and educational groups

Retail/Inventory Support

·        Assist with receiving incoming inventory

·        Maintain accurate product listings in Shopify to reflect current inventory

·        Monitor stock levels in Shopify and report to Retail and Guest Services Manager

·        Assist with the successful completion of the store’s annual inventory

·        Provide and maintain proper, secure storage of inventory items

·        Process and fulfill online orders accurately and efficiently, ensuring timely shipment and delivery

Administrative Responsibilities

·        Have an understanding of the store and reception’s annual budget, and assist in monitoring revenue and expenses

·        Assist with marketing staff to promote and advertise store merchandise and museum activities, and secure and implement photography of merchandise for promotional purposes

Assist in liaising with the administrative and curatorial staff in connection with other museum operations, meetings, and events.
Qualifications

·        Commitment to creating a welcoming and inclusive environment for all guests

·        Availability to work some nights and weekends is required

·        The ability to work independently with limited supervision

·        Outgoing personality and customer service focus

·        Excellent problem-solving skills

·        Ability to communicate effectively both verbally and in writing

·        Proficiency with Microsoft Office and other business software applications

·        Experience using POS, CRM, and e-commerce platforms

·        Conversant with all safety procedures relating to fire, security, and other emergencies

Education and Experience:

·        High school diploma or equivalent

·        One to two years of experience working in a retail or hospitality environment

·        Previous supervisory or team leadership experience

·        Experience in a museum or art gallery is a plus

Physical Requirements and Working Conditions:

·        Light physical work is required. May need to lift up to 20 pounds and stand for extended periods of time.

·        Ability to bend, reach, and perform repetitive motions associated with retail operations.

Other Duties as Assigned: This job description is not designed to cover or contain comprehensive listings of activities, duties or responsibilities that are required of the employee.

RAMA complies with all Federal and State anti-discrimination statutes and does not discriminate for any reasons outlined in Federal or State law. This policy will be in effect in all hiring situations for full-time as well as part-time employees, temporary part-time employees, educational instructors, interns, and for the volunteers who enhance staff functions.

Email cover letter and resume to:

Andrea Mickelson, Retail and Guest Services Manager

Racine Art Museum and Charles A. Wustum Museum of Fine Arts

PO Box 187

Racine, WI 53401

View email address on midwestmuseums.org

No phone calls, please