Retail Operations Lead – Museums Victoria

CAMD; Melbourne; Hybrid; AUD 91,000 - 111,000; Full time

Job summary

Museums Victoria in Melbourne seeks a Retail Operations Lead to provide day-to-day leadership and operational oversight of the retail workforce across multiple venues. You will work with team leaders, People & Culture and stakeholders to plan staffing, recruit, manage performance, and deliver exceptional visitor experiences while meeting retail targets and managing resources.

The role involves staffing forecasts, budgeting, and delivery of cafe/shop operations and pop-ups.

Qualifications

• Experience leading customer-facing teams and coaching supervisors.
• Proven ability to achieve KPIs and sales targets.
• Experience managing operational staffing budgets and wage forecasts.
• Strong interpersonal and communication skills.
• Experience in fast-paced retail environments.

Responsibilities

• Lead, coach and support Retail Team Leaders and frontline employees, fostering a positive, inclusive and customer-focused culture.
• Coordinate recruitment, onboarding, training and ongoing capability development of retail employees across Museums Victoria venues.
• Oversee workforce planning and rostering to ensure effective staffing levels and budgets.
• Prepare staffing cost estimates and wage forecasts for exhibitions and other activities.
• Develop and maintain SOPs and processes for consistency and service excellence.
• Build relationships with internal and external stakeholders to support operations and visitor experiences.

Skills

Leadership

Coaching

KPIs

Sales targets

Data-driven

Job description

Closing Date

12/11/2026 12:00 am

Institution

VPS Grade 4, Value Range 1, with a base salary range of $100,894 per annum plus 12% superannuation.

Employment status

Full Time

Location

Melbourne

Contact name

Contact email

BOUT THE POSITION:

As the Retail Operations Lead, you will provide day-to-day leadership and operational oversight of Museums Victoria’s retail workforce across multiple sites. Working closely with Retail Team Leaders, People & Culture and key stakeholders, you will lead workforce planning, recruitment, performance management and operational delivery to ensure exceptional visitor experiences, achievement of retail performance targets and efficient use of resources. You will also play a key role in staffing forecasts, operational budgeting, retail projects and the delivery of exhibition shops, pop-up retail operations and other commercial initiatives.

Some of the key duties include:

• Lead, coach and support Retail Team Leaders and frontline employees, fostering a positive, inclusive and customer-focused culture.
• Coordinate recruitment, onboarding, training and ongoing capability development of retail employees across Museums Victoria venues.
• Oversee workforce planning and rostering to ensure effective staffing levels, compliance with employment conditions and expenditure within approved budgets.
• Prepare staffing cost estimates, wage forecasts and business case inputs for exhibitions, pop-up retail operations and other commercial activities.
• Develop and maintain retail standard operating procedures (SOPs) and operational processes to support consistency and service excellence across sites.
• Build effective relationships with internal and external stakeholders to support retail operations, commercial outcomes and visitor experiences

The successful applicant will have:

• Demonstrated experience leading and developing customer-facing teams, including coaching supervisors, managing performance and fostering an inclusive workplace culture.
• Proven ability to achieve KPIs and sales targets while identifying opportunities to improve commercial performance and grow revenue.
• Demonstrated experience managing operational staffing budgets, preparing wage forecasts and monitoring expenditure against approved budgets.
• Strong interpersonal and communication skills, with the ability to build productive relationships with a diverse range of internal and external stakeholders.
• Experience analysing and reporting on operational and sales performance metrics, supported by accurate record keeping and data-driven decision-making.
• Proven ability to prioritise competing demands and perform effectively in a fast-paced, high-volume retail environment.
• Demonstrated experience developing, implementing and maintaining standard operating procedures that support operational excellence and organisational objectives.
• Highly developed organisational and time management skills, with the ability to work independently and manage multiple priorities.

OTHER INFORMATION

This is a full-time ongoing position. The salary on offer is VPS Grade 4, Value Range 1, with a base salary range of $100,894 per annum plus 12% superannuation.

The role operates on a roster of any five days in seven and may require occasional evening and weekend work. The successful candidate will be required to work across Museums Victoria venues as operationally required.

The successful applicant will be required to undergo a National Police Records Check and a Working with Children Check and be assessed as suitab