Retail Operations Lead for Museums & Visitor Experience

Museums Victoria; Melbourne; On-site; AUD 91,000 - 111,000; Full time

Job summary

Museums Victoria is Australia’s most visited museum organisation, caring for venues across Melbourne. The Retail Operations Lead will provide day-to-day leadership of the retail workforce across multiple sites, driving workforce planning, recruitment, performance management and service excellence for visitors.

You will manage staffing budgets, wage forecasts and operational delivery, develop SOPs, and build strong relationships with internal and external stakeholders to support commercial

Qualifications

• Demonstrated experience leading customer-facing teams and coaching supervisors.
• Proven ability to achieve KPIs and sales targets while improving commercial performance.
• Experience managing operational staffing budgets and wage forecasts.
• Strong interpersonal and communication skills with diverse stakeholders.
• Experience analysing performance metrics and data-driven decision making.
• Ability to prioritise competing demands in a fast-paced retail environment.
• Experience developing and maintaining SOPs to support excellence.

Responsibilities

• Lead, coach and support Retail Team Leaders and frontline employees.
• Coordinate recruitment, onboarding, training and capability development.
• Oversee workforce planning and rostering within budgets and employment conditions.
• Prepare staffing cost estimates, wage forecasts and business case inputs.
• Develop and maintain SOPs and processes for consistency and service excellence.
• Build relationships with internal and external stakeholders to support outcomes.

Skills

People leadership

Coaching

Budget management

KPIs / sales targets

Stakeholder management

Data-driven decision making

Job description

Museums Victoria is Australia’s most visited museum organisation, caring for venues across Melbourne. The Retail Operations Lead will provide day-to-day leadership of the retail workforce across multiple sites, driving workforce planning, recruitment, performance management and service excellence for visitors.

You will manage staffing budgets, wage forecasts and operational delivery, develop SOPs, and build strong relationships with internal and external stakeholders to support commercial