Retail Manager

Retail Manager

The North Carolina Arboretum is seeking a Retail Manager to lead The Connections Gallery, the Arboretum's gift shop and a signature part of every guest's visit. This is specialty retail: a curated store set within a public garden, serving a distinct audience of Arboretum visitors and members, and carrying unique, high-quality gifts that reflect and extend our mission of cultivating connections between people, plants and places.

This position is on-site at the Arboretum. The Connections Gallery is typically open seven days a week; this role works a weekend rotation along with some evenings and holidays, including during seasonal events such as Winter Lights. The hiring salary for this role will be $53,000 to $59,000 and will include benefits offered by the State of North Carolina and University of North Carolina System. The position closes at 5:00 pm on Sunday, November 1, 2026.

The Retail Manager is part of the larger Guest Experience and Services team and shares in that team's central purpose: delivering exceptional, memorable service to every visitor. We are looking for someone who understands that retail here is different. The Gallery supports local, state, and national makers, enhances the guest experience, and gives a gift shop the rare chance to tell a story. That story grows each year during Winter Lights, when nearly 100,000 visitors come to experience the winter season and a second, seasonally focused shop opens on the property.

This position is responsible for all retail operations including merchandising, daily operations, and staff management, in support of and in alignment with the Arboretum's mission. The Retail Manager ensures the highest quality in every aspect of operations, works as a dynamic team member who strengthens interdepartmental productivity and relationships, and serves as an ambassador for the Arboretum in communicating and furthering the agency's mission and goals. This position reports directly to the Guest Experience and Services Manager.

Retail Operations:

• Act as budget manager for the retail areas: prepare, analyze, and manage annual retail budgets and financial reports, including inventory, buyer profiles, and sales projections.
• Maintain a successful merchandise plan not only for storefront areas, but throughout the Arboretum property;
• Oversee purchase of merchandise within established budget and net profit margin. Prepare purchase orders for merchandise, receive merchandise, verify quantity and cost and forward necessary paperwork to the Finance department;
• Hire, train, schedule and supervise retail team personnel and inform Guest Services and Experience Manager of any additions, separations or changes;
• Monitor and coordinate the daily operations of shops, ensuring proper staffing levels, sales, inventory, merchandising and service;
• Maintain operating policies and procedures. Set, communicate, and ensure compliance with policies for sales, reports, handling of merchandise, customer service, cash handling, returns and store opening and closing;
• Supervise all point-of-sale and/or inventory retail software;
• Travel to appropriate shows to purchase product;
• Coach, monitor and appraise retail staff to maintain accordance with guest experience standards and provide outstanding retail services to Arboretum visitors while encouraging enthusiasm for, and knowledge about, the Arboretum's exhibits, gardens, trails and programming;
• Work collaboratively with Arboretum teams to develop and produce events, special sales events, and other public events that support the Arboretum's goal to expand public engagement and mission delivery;
• Maintain a safe and clean working environment;
• Actively build relationships across Arboretum functional areas that bring value to the whole agency, encouraging the participation and perspectives of all team members, regardless of background; mentors and empower others to achieve success;
• Work with the Guest Experience and Services Manager to oversee retail service functions, assuring that customers enjoy a positive, professional and complete interaction with all team members;
• Oversee any customer service requests; and,
• Maintain confidentiality of all Arboretum and proprietary information.

Inventory Management:

• Monitor cash and inventory control system, annual physical inventory and report inventory valuations to the Finance department;
• Maintain Arboretum-branded custom merchandise including concept, design, production, pricing, and delivery in collaboration with appropriate staff;
• Devise ways to optimize inventory control systems;
• Place orders to replenish stock avoiding insufficiencies or excessive surplus;
• Analyze data to anticipate future needs; and,
• Evaluate suppliers to achieve cost-effective deals and maintain trust relationships.

Market Research:

• Continually research markets for new sources of inventory and ensure all merchandise is appropriate and related to the Arboretum's mission;
• Assist the Finance department in developing analytics to report on retail performance; and,
• Work with peer institutions to ensure that the Arboretum is operating within best practices outlined by other non-profit retail store groups.

This role requires this set of knowledge, skills and competencies:

Knowledge-Program and Organization:

Knowledge of policies, procedures and precedents affecting program area. Ability to analyze and explain how policies or procedures apply to programmatic and client needs. Operational knowledge of the purpose of the program's organization including its mission, services, clients and measures of business effectiveness. Ability to assess needs and assure assistance is appropriate to the situation. Ability to identify and understand non-specific issues and problems without standard resolutions and resolve them independently. Ability to modify processes using applicable technology, web-based data systems and programs. This position deals primarily with the public and this position must have the ability to recognize problems and provide the required solutions. This position must have knowledge of state laws concerning retail practices and also federal regulations relating to the use of federal land currently leased to the state. This position must arrive at solutions to problems dealing with visitors by arriving at unique resolutions for special requests or concerns that meet the expectations of customers while protecting the integrity of the institution. This position will be considered the supervisor and will be expected to provide expertise on a management scale and will report directly to the Guest Experience and Services Manager. This position will be allowed to revise and create new policies to effectively manage the Retail department based on their experience and knowledge of past events.

Program Administration:

This position will be expected to manage all aspects of retail including physical shops and seasonal sales through events such as Winter Lights, special events and flower shows. This role will be expected to make recommendations for program expectations, plan budgets, departmental objectives, establish deadlines and assign work to others, and will have the authority to make decisions related to the interpretation of polices and regulations. This position will determine the personnel needs and insure that appropriate staff is assigned to retail areas.

Customer Service:

This position must be knowledgeable with various policies including the alcohol policy, Arboretum programming and retail best practices. Ability to explain the application of policies and procedures in terms of client needs and business results and goals. Ability to identify options and make recommendations within established guidelines to meet competing needs. Ability to develop and maintain productive and collaborative work relationships in order to facilitate effective service in the Retail and Guest Services area and problem resolution. Ability to research, compile, explain, and present data. Ability to clarify the rationale for the information/records management policy and practices. This position must be able to resolve any and all visitor disputes in support of Guest Experience policies and practices. Builds customer relationships, interprets customer needs and assesses their business requirements.

Communication:

Written and Verbal: Ability to compose communication describing the work, resolving an issue, or initiating or terminating a procedure. Ability to draft internal policy and work processes. The ability to prepare budgets, track results and communicate to senior management is required as well. This position will be the main liaison between TNCA and vendors, visitors, members and others and will require both written and verbal communication skills of the highest caliber. This position must serve as the resource for other employees in the Retail and guest experience area when questions concerning retail operations occur. The ability to create an effective communication strategy will be required.

Information/Records Administration:

This staff person serves as the main liaison between Retail operation, Guest Experience and Services and senior management as far as providing correct documentation and record keeping. The person will ensure that all required retail systems and documents are well maintained and updated. This person must have the ability to train other staff members in the use of software used by the department. This position must be able to communicate with other retail establishments to determine if methods used there would be appropriate for implementation here. This position must have the ability to develop and recommend new approaches to improve records and information management. The ability to identify trends in retail and inventory information management and analysis and discuss these with higher level staff if required. The ability to maintain awareness of current and emerging technologies which could prove beneficial to our organization is required.

Physical Requirements:

The ability to stand for long periods of time. Must be able to lift and/or carry up to 50 lbs. occasionally to move product.

Leadership:

This position must have the ability to supervise, train