Supervisor, Retail Experience

Lucas Museum Of Narrative Art Supervisor, Retail Experience

Reporting to the Assistant Manager, Retail Experience, the Supervisor, Retail Experience supports frontline engagement and service excellence initiatives that create an inclusive, welcoming, and memorable retail environment. This role fosters a customer-first culture by guiding team execution, reinforcing service standards, and providing on-the-floor leadership and coaching aligned with the organization's mission, values, and brand identity.

Additionally, the Supervisor supports sales performance and operational goals through consistent execution of service standards, effective team communication, and responsive frontline leadership. The role helps resolve service issues, maintain staff readiness, and promote customer loyalty and repeat visitation through strong day-to-day supervision.

Responsibilities include:

• Support the Assistant Manager, Retail Experience in creating a welcoming, inclusive, and customer-focused retail environment that delivers an exceptional guest experience.
• Provide daily frontline leadership and on-the-floor support to ensure consistent execution of customer service standards and positive guest interactions.
• Foster a "customer-first" culture by modeling service excellence, professionalism, responsiveness, and inclusive engagement practices.
• Support and coach frontline staff in delivering memorable visitor experiences that align with the organization's mission, values, and brand identity.
• Assist with onboarding and ongoing staff training focused on guest engagement, service recovery, communication, and product knowledge.
• Help monitor guest interactions, customer feedback, and sales activities to support customer satisfaction, loyalty, repeat visitation, and revenue goals.
• Serve as a frontline resource for resolving guest concerns, de-escalating service issues, and ensuring timely and professional follow-through.
• Partner with leadership to communicate daily priorities, promotions, programs, events, and service expectations to frontline staff.
• Observe customer traffic patterns and team workflow to help identify opportunities that enhance service flow and the overall visitor experience.
• Maintain a visible and approachable presence on the sales floor to support staff, engage guests, and reinforce a positive retail atmosphere.
• Support a collaborative and engaging team culture grounded in accountability, inclusivity, and exceptional service.
• Promote Diversity, Equity, Inclusion, Accessibility, and Belonging (DEIAB) through respectful leadership, inclusive service practices, and equitable team support

Qualifications include:

• 2+ years of customer-facing experience in retail, hospitality, visitor services, guest experience, or a related customer service environment, preferably within an arts and cultural institution or prominent consumer brand.
• High school diploma or equivalent required.
• Experience supporting, training, coaching, or supervising team members in a fast-paced retail environment desired but not required
• Strong customer service and interpersonal skills, with the ability to engage diverse audiences and professionally resolve guest concerns in a fast-paced environment.
• Experience supporting customer engagement initiatives, service standards, and team performance within a customer-centered environment.
• Strong communication, relationship-building, and problem-solving skills, with the ability to provide clear direction and responsive support to staff and guests.
• Ability to remain adaptable, composed, and solution-oriented while managing multiple priorities and shifting guest needs.
• Collaborative work style with the ability to build positive working relationships across teams and departments.
• Commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging (DEIAB) and creating welcoming experiences for all guests and team members.
• Proficiency with POS systems, retail technology, and Microsoft Office preferred.
• Flexible availability, including evenings, weekends, holidays, and special events as needed.
• Passion for creating engaging retail and visitor experiences that support the museum's mission, storytelling, brand, and community engagement goals.

Work environment includes:

• This role is performed primarily in a public-facing museum retail environment with frequent interaction with visitors, staff, vendors, and other museum departments.
• The retail space may be active and fast-paced, particularly during weekends, holidays, exhibitions, programs, and special events.
• May require early mornings, evenings, weekends, and holidays.

Physical requirements include:

• Ability to stand and walk for extended periods of time during scheduled shifts.
• Ability to lift, carry, unpack, and restock merchandise up to 30 pounds.
• Ability to bend, reach, climb step stools as needed, and perform repetitive motions associated with POS operation, packaging, tagging, and merchandising.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Core competencies include:

Analytical Rigor: Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision.

Courageous Communication: Intentionally works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible.

Collaborative Excellence: Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders.

Adaptive Resilience: Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.

Inclusive Interaction: Actively contributes to an environment in which all employees feel a sense of belonging, valued for their differences and empowered to participate and contribute freely.

$29.61 - $34.03 an hour

Equal Opportunity and Our Commitment to DEIAB: The Lucas Museum of Narrative Art embraces diversity and equal opportunity. We are committed to building a team that represents and supports a variety of backgrounds and perspectives. The Lucas Museum fosters a work environment that is free of discrimination and harassment, whether based on race, national origin, gender, gender expression, religion, ethnic background, age, disability, marital status, sexual orientation, or any other criterion prohibited by applicable federal, state, or local laws. We believe that diversity and inclusion among our team is critical to our success, and we seek to recruit, develop, and retain the best qualified people from a diverse candidate pool. Applications from traditionally underrepresented communities are encouraged.

The statements in this description represent typical elements, criteria, and general work performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the job.

Mission and Vision: The Lucas Museum of Narrative Art is dedicated to the art of illustrated stories. Our mission is to inspire and connect people through the exploration of visual stories and their influences in society.

Values: Our internal and external practices are shaped by the following beliefs and behaviors.

People First: We meet people wherever they are (physically, intellectually, emotionally). Our inclusive practice connects who people are and what they find emotional in works of art.

Inspired: We believe that art can move you to feel, think, reflect, and act.

Collaborative: We believe that nimble thinking and working together yield exponential results.

Strategic Priorities:

Narrative Art: Amplify the social impact of storytelling and illustration.

Community: Connect to a broad and diverse public.

Operational Excellence: Create a healthy and durable institution.

All staff at the Lucas Museum of Narrative Art lead through a deep commitment to diversity, equity, and inclusion, both within the Museum and with the communities that we serve.

Salary and titles will be assigned commensurate to the successful candidates' education and experience. An attractive compensation package will be offered to the successful candidate(s).

Lucas Museum of Narrative Art