Assistant Manager, Retail Experience

Job Description

Job Description

ABOUT THE LUCAS MUSEUM OF NARRATIVE ART

Opening in September 2026, the Lucas Museum of Narrative Art is dedicated to illustrated storytelling.  Founded by George Lucas and Mellody Hobson, the museum’s collection features works by artists including Norman Rockwell, Kadir Nelson, Jessie Willcox Smith, N. C. Wyeth, Beatrix Potter, Judith F. Baca, Frida Kahlo, and Maxfield Parrish; as well as comic art legends such as Winsor McCay, Jack Kirby, Frank Frazetta, Alison Bechdel, Chris Ware, and R. Crumb; and photographers Gordon Parks, Henri Cartier-Bresson, and Dorothea Lange. The Museum also houses the Lucas Archives, containing models, props, concept art, and costumes from Lucas’s filmmaking career. 

 

Designed by Ma Yansong of MAD with a landscape by Mia Lehrer of Studio-MLA, the Museum is in Exposition Park, Los Angeles, on an 11-acre campus that includes new green space and a 300,000-square-foot building with galleries, two theaters, a library, restaurant, café, retail store, and community spaces.  

 

 

 

 

POSITION SUMMARY

Reporting to the Manager, Retail, the Assistant Manager, Retail Experience leads frontline engagement and service excellence initiatives that create an inclusive, welcoming, and memorable guest experience. This role drives a customer-first culture by supporting team development, coaching frontline staff, and reinforcing service standards aligned with the organization’s mission, values, and brand identity. 

Additionally, the Assistant Manager contributes to sales performance and operational goals by balancing service excellence with business needs, ensuring consistent execution of customer experience standards, effective communication across teams, and a positive, engaging retail environment that drives loyalty and repeat visitation. 

RESPONSIBILITIES

• Support the day-to-day operations of the Museum’s retail store, ensuring an inclusive, welcoming, and customer-ready environment that reflects the Museum’s brand and values 

• Partner with the Manager, Retail and broader Revenue & Engagement team to execute store opening procedures, operational priorities, and service standards 

• Help implement standard operating procedures, financial controls, and security standards in partnership with Revenue & Engagement and Security leadership 

• Supervise, coach, and support frontline retail staff to deliver high-quality customer experiences, strong sales performance, and consistent operational execution 

• Partner with People & Culture and Retail leadership to support recruitment, onboarding, training, and ongoing development of frontline retail staff 

• Monitor store performance, customer feedback, and key operational and sales metrics to identify opportunities for improvement and support achievement of sales goals and KPIs 

• Serve as an escalation point for customer concerns, feedback, and service issues, resolving matters professionally and in alignment with Museum standards 

• Support product launches, promotions, campaigns, and other sales-driving initiatives in collaboration with cross-functional partners 

• Support inventory management processes, including audits, stock accuracy, and RFID tracking procedures 

• Ensure adherence to retail operational procedures, local safety protocols and policies, and applicable employment laws and workplace requirements 

• Promote Diversity, Equity, Inclusion, Accessibility, and Belonging through hiring support, team leadership, sourcing awareness, and daily visitor and staff interactions 

QUALIFICATIONS

• 3–5 years of progressive experience retail management role, preferably for an arts & cultural institution or prominent consumer brand  

• High School Diploma or equivalent required 

• Experience in a supervisory or lead role 

• Demonstrated experience supporting day-to-day store operations, frontline service delivery, and team performance in a fast-paced environment 

• Experience onboarding, training, coaching, and supporting frontline staff to meet service and performance expectations 

• Strong understanding of retail operations, including standard operating procedures, cash handling or financial controls, safety practices, and loss prevention or security awareness 

• Ability to monitor sales and operational performance, interpret key metrics and KPIs, and use data to identify opportunities for improvement 

• Experience supporting inventory management, stock accuracy, audits, and retail systems; familiarity with RFID processes is a plus 

• Proven ability to build strong relationships and work collaboratively with cross-functional partners, vendors, and external suppliers 

• Excellent communication, judgment, and problem-solving skills, with the ability to resolve customer and operational issues professionally and effectively 

• Working knowledge of applicable workplace policies, safety requirements, and employment practices relevant to frontline operations 

• Commitment to Diversity, Equity, Inclusion, Accessibility and Belonging, with the ability to foster an inclusive team and visitor experience 

• Passion for delivering exceptional customer service and supporting retail experiences that align with the Museum’s mission, brand, and values 

 

EQUAL OPPORTUNITY AND OUR COMMITMENT TO DEAIB

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.

 

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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).