Job Listing: Director of Guest Services & Retail Operations (The Poe Museum)

“Illuminating Poe for everyone, evermore.”

Since 1922, the Poe Museum has existed as a celebrated Richmond institution which houses and interprets a world-class collection of Edgar Allan Poe artifacts, works, and memorabilia. 

The Poe Museum seeks a Director of Guest Services & Retail Operations to oversee the daily operations of the Poe Museum brick and mortar and online storefronts, provide exceptional customer service and experience to all visitors to the museum, and work closely with the Executive Director to foster a culture of hospitality within the Poe Museum team. 

ABOUT THE POE MUSEUM

Since 1922, the Poe Museum has worked to “illuminate Poe for everyone, evermore” through exhibits, programs, community outreach, and memorable visitor experiences. The Poe Museum owns and operates the Old Stone House, the oldest standing residence in the city of Richmond. The Poe Shrine is the focal point of the museum’s Enchanted Gardens, an event and community space inspired by Poe’s poetry. The Poe Museum is a beloved historical site in the heart of Shockoe Bottom, and is committed to being an active participant in the unique cultural scene of Richmond, Virginia. 

Beyond housing and interpreting a world-class collection of Edgar Allan Poe artifacts, works, and memorabilia, the Poe Museum runs a robust schedule of community events including UnHappy Hours, Edgar’s Birthday Bash, the Tell-Tale Talks series, school field trips, and Edgar’s Enchanted Garden. General admission, event admission, and gift shop sales constitute a large portion of the Poe Museum’s revenue. The Poe Museum gift shop is a curated collection of quirky Poe memorabilia, bespoke Poe Museum merchandise, and books by and about the “master of the macabre.” The gift shop is a destination in itself - some visitors come to the museum just to shop! 

POSITION SUMMARY 

The Director of Guest Services & Retail Operations is a full-time position that oversees the strategic growth and daily operations of the Poe Museum brick and mortar and online storefronts. The Director is to provide exceptional visitor and shopping experiences for guests while generating revenue to support the Poe Museum in its efforts to meet the organizational mission as established by the Board of Directors. 

THE OPPORTUNITY

This position offers the opportunity to build the future of our retail operations, curate the Poe Museum gift shop with unique and compelling merchandise, to cultivate an atmosphere of excellent customer service and experiences among staff, promote and grow the retail effort, and to work with the Executive Director to maintain the upkeep, operations, and sustainability of the Poe Museum in Richmond, Virginia. 

The Director of Retail & Guest Services will have the opportunity to:

• Oversee operations of an exceptional and popular museum gift shop and of museum admission.
• Strengthen and expand retail offerings, with the opportunity to creatively generate ideas for additional merchandise, promotions, and overall growth.
• Strengthen museum revenue by implementing strategies to increase museum admission and gift shop sales. 
• Enhance operational efficiency.
• Guide implementation of the organization's strategic priorities.
• Enhance and guide the customer experience and services. 

JOB RESPONSIBILITIES:

Retail Operations

• Maintain inventory control and management.
• Place reorders, manage payments, and receive inventory in a timely manner.
• Communicate with vendors and nurture relationships.
• Maintain accurate records, daily reconciliation reports and deposits.
• Maintain online shop by uploading new products, removing sold out products from view, and fulfilling online orders.

Organizational Leadership

• Train and supervise a team of retail staff to ensure excellent customer service and maintain a positive work environment.
  • Schedule staff coverage of the gift shop for operating hours and events.
  • Communicate effectively with part-time sales staff to make sure visual standards are being upheld through restocking, cleaning, and other duties as seen fit.
  • Ensure compliance with all retail policies, procedures, and standards, including inventory control, cash handling, and safety protocols.
• Ensure safe, efficient, and client-centered operations.

Visitor Experience 

• Maintain a clean, welcoming retail environment in the Poe Museum gift shop.
• Train staff to greet visitors, answer frequently asked questions, maintain accurate wayfinding and informational materials including museum guides, informational brochures, etc.
• Ensure positive visitor experience by assisting the Executive Director and Curator to maintain clean and safe facilities
  • Collaborate with the ED and Curator to schedule necessary facilities repairs to be minimally disruptive to operations and to manage timely payments of facilities invoices.

Growth Strategies

• Develop and implement strategies to increase revenue and profitability of the museum's retail operations, including strategies to increase engagement with the online Poe Museum shop.
• Keep informed of industry trends, potential products, artists, and sales strategies.
• Collaborate with the museum's digital and marketing teams to develop promotions and campaigns to drive sales.
  • Develop visual merchandising strategies based on exhibitions, season, current promotions, and inventory in stock.

THE IDEAL CANDIDATE:

We are seeking someone who combines strategic thinking with a people-centered leadership style, financial acumen with customer service, and operational discipline with a commitment to hospitality.  

PREFERRED EXPERIENCE:

• Experience in guest/customer facing roles including retail, museums, and/or restaurant industry.
• Successful leadership experience in a retail, nonprofit, community organization, or comparable mission-driven environment.
• Experience leading staff and/or volunteers.
• Financial management.
• Ability to build partnerships across diverse community stakeholders. 

COMPENSATION & BENEFITS

The Poe Museum offers a competitive compensation package that reflects the importance of this leadership role and our commitment to attracting an exceptional Director of Guest Services & Retail Operations. Dependent on the level of experience the candidate brings to the role, the Poe Museum is offering a salary range between $52,000-$60,000.  The Poe Museum also offers a comprehensive health insurance package and a SIMPLE IRA plan with a 3% employer match, in addition to PTO, flex hours for after-hours events, and sick leave. 

NEXT STEPS:

• Applications should include a resume, cover letter, and three professional references submitted to careers@poemuseum.org by September 22.
• Interviews are anticipated during early October, with the successful candidate beginning employment in late October or early November.