Assistant Manager - Retail In-store Sales & Service

WHO WE ARE
Opened in 1914 and welcoming over 1.3 million visitors annually, the Royal Ontario Museum (ROM) is Canada's most-visited museum, ranking among the top 10 cultural institutions in North America. At ROM, we are dedicated to building and sharing global collections, sharing knowledge, inspiring learning, and fostering community engagement. As a globally recognized field research institute, ROM houses an impressive collection of over 18 million artworks, cultural objects, and natural history specimens, showcased in over 40 galleries and exhibition spaces. We are committed to creating a space where art, culture, and nature intersect, connecting people and communities to the past, present and shared future.

As we continue to work toward our goals to transform and evolve as one of the world’s foremost 21st-century museums, we seek passionate and dynamic team members who embody our mission and values.

WHO WE NEED

We are seeking an enthusiastic, customer-focused Assistant Manager, Retail In-store Sales & Service to help lead daily sales and service operations in ROM's retail store.

Reporting to the Senior Assistant Manager, Retail In-store Sales & Service, you will serve as an on-floor leader, supporting retail sales associates, coordinating daily store activities, and ensuring visitors receive knowledgeable, welcoming, and efficient service. From assisting shoppers with purchases and overseeing cash desk operations to maintaining engaging merchandise displays, you will help create a positive shopping experience that reflects ROM's brand and values.

This role is ideal for an emerging retail leader who enjoys working directly with customers, motivating teams, and maintaining a well-organized, high-performing store environment. You will have the opportunity to connect visitors with merchandise inspired by ROM's collections and exhibitions while contributing to retail sales and excellent visitor experiences

HOW YOU WILL MAKE AN IMPACT

• Lead daily sales floor operations, including store opening and closing procedures, customer transactions, payment processing, and adherence to established retail procedures.
• Provide on-floor guidance and support to retail sales associates, ensuring exceptional customer service, accurate transactions, and a welcoming shopping environment.
• Coordinate daily staffing assignments and assist with preparing schedules in collaboration with the Senior Assistant Manager.
• Support customers with merchandise selections, product information, and questions about ROM's galleries, exhibitions, and visitor experiences.
• Respond to customer concerns, returns, and special transaction requests, providing appropriate approvals and escalating complex issues when required.
• Oversee store greeting, checkout queues, and crowd flow during peak periods, ensuring an efficient and positive shopping experience.
• Support visual merchandising, product replenishment, and the movement of new merchandise from the stockroom to the sales floor, maintaining attractive and organized displays.
• Provide product knowledge guidance, on-the-job training, and onboarding support to retail sales associates, reinforcing ROM's service standards and sales practices.
• Monitor daily store activities, report inventory or operational concerns, and maintain accurate opening and closing documentation and sales performance information.

WHAT YOU BRING

• A high school diploma, with post-secondary education or certifications in Retail Management, Hospitality, Tourism, Business, or a related field, is considered an asset.
• At least one year of experience leading or supervising teams in a retail, hospitality, tourism, or other customer-facing sales environment.
• A proven ability to motivate, coach, and support front-line employees while fostering a positive, high-performing team culture.
• Exceptional customer service and communication skills, with the confidence to resolve customer concerns professionally and create memorable visitor experiences.
• Experience operating point-of-sale systems and handling cash management, transaction approvals, opening and closing procedures, and daily retail operations.
• Strong organizational skills with the ability to prioritize competing demands and remain calm in a fast-paced, high-volume environment.
• Experience supporting visual merchandising, inventory movement, stock replenishment, and maintaining an inviting retail environment.
• The ability to collaborate effectively with cross-functional teams while exercising sound judgment and strong problem-solving skills.
• Excellent verbal communication skills in English; proficiency in French or another language is considered an asset.
• Availability to work a flexible schedule, including weekdays, evenings, weekends, statutory holidays, and peak operational periods.

WHAT WE OFFER

• Perks: Free ROM membership for permanent full-time and part-time staff, plus discounts to over 200 attractions through Attractions Ontario.
• And more!

SALARY & TERMS OF EMPLOYMENT

• START DATE: November 2026
• OPEN DATE: October 19, 2026
• CLOSE DATE: Open until filled
• STATUS: Part-time, contract
• EMPLOYEE GROUP: Non-Union
• EXPECTED COMPENSATION: $26.00 per hour
• SCHEDULE: Up to 24 hours weekly
• PROBATIONARY PERIOD: Six (6) months
• LOCATION (onsite): Toronto, ON

WHAT TO EXPECT IN OUR INTERVIEW PROCESS

1. Initial conversation: Apply online. Selected individuals will be invited to complete a pre-recorded video questionnaire to tell us more about your interest in ROM.
2. First interview: A 1-hour in-person or virtual interview with the Hiring Manager and a member of the HR team. This in-depth interview will focus on your skills and how they align with the team's and ROM's needs.
3. Second interview: A 1-hour in-person meeting with the Hiring Manager and relevant team members. You may be asked to present a pre-assigned case study and discuss scenarios relevant to your role. Depending on the position, you might also receive a tour of ROM and a preview of your responsibilities and interactions.
4. Third Interview: a final interview with key stakeholders.

The above-listed process may change or vary based on the nature and scope of the position.

**All virtual conversations and interviews will be conducted via Microsoft Teams and may be recorded. **

WHY PEOPLE CHOOSE ROM

• Cultural engagement: Daily interactions with Toronto's diverse culture and international visitors offer insights into social and cultural trends. We champion inclusive community programs and connections through diverse experiences.
• Continuous learning: At ROM, expertise and continuous skill development are paramount. Our culture of curiosity and open-mindedness fosters growth beyond traditional career paths.
• Passion & fulfillment: Our work in preserving and curating cultural narratives brings deep satisfaction. We are passionate about the arts, global history, cultural diversity, and leveraging digital technologies to enhance accessibility.
• Team & culture: ROM promotes a positive workplace with collaborative, supportive teams that encourage creativity and innovation. We value new ideas and collective problem-solving.
• Academic collaboration: We are committed to education, partnering with universities and providing student resources, underscoring our dedication to research and accessibility.

If you’re excited about this role, even if your experience differs from the specific requirements, we encourage you to apply. We’re keen to meet candidates who can contribute their talents to our goals and will consider an equivalent combination of knowledge, skills, education, and experience.

COMMITMENT TO DIVERSITY, EQUITY, INCLUSION, & ACCESSIBILITY
At ROM, we embrace diversity in our exhibits, communities, and teams. We encourage applications from racialized persons, Indigenous Peoples, persons with disabilities, 2SLGBTQI+ individuals, and those who can further diversify our ideas. We are committed to equitable employment opportunities and a workplace free from discrimination and harassment.

We welcome and accommodate candidates with disabilities throughout the selection process. Please contact us at [email protected] for assistance.

ADDITIONAL INFORMATION

• ROM does not require “Canadian experience.” International applicants with equivalent experience are encouraged to apply.
• ROM uses technology-assisted tools (including JazzHR TalentFit) to support the review and screening of applications. All hiring decisions are made by human reviewers.
• This posting is for an existing vacancy.

APPLY NOW

Only candidates selected for an interview will be contacted. Please note that all candidates receiving a verbal job offer will be subject to a background check. This includes a criminal background check and verification of professional references, and, other checks depending on the role.