Posted on 3/24/26

Position Description

The Retail Operations Specialist oversees the daily operations of The Shop at Ford House. This role involves developing strategies to improve customer service, drive sales and increase profitability. This position will oversee merchandise selections that support the estate’s brand, mission, and values. Oversight includes a brick-and-mortar location, online sales, concession sales, and event booth sales.  

Position plays a key role within the Visitor Experience Department, working collaboratively with the Visitor Experience Manager and Visitor Experience Operations Manager under the direction of the Director of Visitor Experience. 

Responsibilities

• Oversee administrative tasks for retail operations including but not limited to physical inventory, purchasing, sales, shipping logistics, and visual merchandising.
• Research and make recommendations on merchandise for assigned events, programs, tours, and seasonal sales.
• Identify new merchandise exclusive to Ford House relating to the organization’s core ideas, mission, and legacy.
• Track budget, purchases, and sales.
• Possess a comprehensive understanding of inventory and purchasing strategies.
• Serve as point of contact for vendor relationships.
• Collaborate with the Director of Visitor Experience to launch and create an online shop.
• Work with Communications Department to ensure retail operations are represented on Ford House social media accounts. Collaborate with their team to develop promotions to increase foot traffic and revenue in The Shop.
• Supervise and perform daily sales activities including cash management and reconciliation and end-of-day reports.
• Oversee all shop reporting including building out and maintaining Excel sheets listing daily, monthly, and annual sales.
• Generate and provide financial reports for retail sales to the Director of Visitor Experience.
• Train and mentor Visitor Experience Associates working in The Shop. 
• Ensure loss prevention standards and inventory control methods are always followed.
• Oversee two annual physical inventories and various seasonal flips for The Shop.
• Stay apprised of new industry trends, new merchandise items, software, and vendors as they relate to retail strategies. 
• Assist departmental management in regular training and workshops about accessibility, conversational strategies, customer service, DEI, exhibition content, evacuations, first aid, retail products, and visitor engagement.
• Respond to online customer inquiries relevant to The Shop.
• Maintain confidentiality of museum information.
• Other duties as assigned.

Skills & Requirements

• The expected work week is 40 hours. Very often the business needs of Ford House (seasonal/operating hours, special events & holiday programs) create an atypical schedule. Candidates must be flexible with some early, evening, and weekend hours, and holiday availability.   
• Experience with event scheduling, point-of-sale, or ticketing software. Veevart, Salesforce & Shopify experience helpful. 
• Comprehensive understanding of the Microsoft Office Suite.
• Highly skilled in Excel, including formula development and the creation of custom trackers. Proven ability to manage and optimize existing spreadsheets to improve workflow efficiency.
• Excellent verbal and written communication skills.
• Outstanding organizational, multi-tasking, and problem-solving skills.

Key Characteristics/Traits

• Strong leadership capabilities.
• Positive and outgoing personality.
• Collaborative and cooperative.
• Responsible, reliable, and able to use sound judgment.
• The flexibility and sensitivity to work with diverse personalities and situations.
• Friendly, courteous, empathetic, and engaging presence with all visitors and staff, including those of all abilities, age, backgrounds, and ethnicities. 

Qualifications/Education

• Minimum BA degree or equivalent combination of education and relevant work experience in hospitality, retail sales, or visitor/guest services.
• Three to five years of relevant experience.
• Experience in museum, non-profit environment helpful.

Other Job Requirements

• Successful completion of background check.
• Physically able to sit or stand for long periods of time, able to bend and/or stoop, climb, and lift up to 25 lbs. to perform tasks that may be required in the course of store operation.

Ford House is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally recognized protected basis under federal, state, or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws.