Associate Manager, Retail Customer Experience

New York Botanical Garden; New York (NY); Vor Ort; USD 51.000 - 63.000; Vollzeit

Benefits dieser Stelle

15 Vacation Days

13 Paid Holidays

12 Sick Days

Health and Dental Insurance Coverage

401K

Pension Plan

Zusammenfassung

The New York Botanical Garden seeks an Associate Manager, Retail Customer Experience to enhance the Shop visitor journey by setting service standards, coaching staff, and delivering training that brings the assortment to life.

Reporting to the Director of Retail, NYBG Shop, you will lead staff on site, coordinate with Membership, Admissions and Education, and develop engaging programs that boost guest satisfaction and sales while aligning with the Garden’s broader visitor experience.

Qualifikationen

• 4+ years of retail experience, including 1–2 years in a supervisory or management role.
• Proven ability to lead a team and manage a fast-paced retail floor.
• Experience coaching, training, and developing staff members.
• Experience translating customer feedback into service standards or coaching.
• Excellent communication and organizational skills; familiarity with POS systems and MS Office.

Aufgaben

• Improve the Shop's visitor journey across entry, browsing, checkout, and post-purchase touchpoints.
• Monitor customer feedback and translate trends into concrete service improvements and staff coaching.
• Set and drive the customer-service behaviors and standards that support business goals.
• Design and deliver training and onboarding for customer-facing staff shop-wide.
• Collaborate with Membership, Admissions, Guest Services, Education/Public Programs to integrate the Shop with the Garden-wide journey.
• Develop visitor-facing education and engagement programming with subject-matter staff.

Kenntnisse

Retail management

Staff coaching

Training design

Customer service

POS systems

Tools

Shopify

Microsoft Office

Jobbeschreibung

NYBG Job Description

Title

Associate Manager, Retail Customer Experience

Reports to

Director, Retail, NYBG Shop

Position Summary:

The Associate Manager, Retail Customer Experience supports and continuously improves the Shop's visitor experience by enhancing the customer journey, establishing and delivering on service standards and behaviors that support business objectives, and the visitor-facing education and engagement programming that brings the Shop's assortment to life. Working under the direction of the Director of retail, The role is the Shop's liaison to NYBG's broader visitor-facing functions and the primary driver of training for customer-facing staff.

The Associate Manager works along side other Associate Managers leading Operations and Merchandising.

Specific Duties & Responsibilities:

• Assume responsibility for the Shop's visitor journey — entry, browsing, checkout, and post-purchase — identifying friction points and leading improvements across all touchpoints.
• Monitor customer feedback across all channels, identify trends, and translate them into concrete service improvements and staff coaching.
• Set and drive the customer-service behaviors and standards that support the business's goals.
• Maintain and refine the Shop's service recovery approach — how staff handle complaints and escalations across in-person and email channels — and serve as the escalation point for complaints requiring managerial judgment.
• With the support and oversight of the Director, design and deliver training and onboarding for customer-facing staff shop-wide, building product and service confidence through curricula, new-hire onboarding, coaching, and floor walks.
• Serve as the Shop's liaison to NYBG's visitor-facing functions (Membership, Admissions, Guest Services, Education/Public Programs), ensuring the Shop experience is integrated with the Garden-wide visitor journey.
• With the support and oversight of the Director, develop and lead visitor-facing education and engagement programming — care guides, in-store tips, workshops, seasonal events — partnering with subject-matter staff for technical accuracy on plant and horticultural content.
• Model NYBG's customer service standards as a visible, engaged floor leader, and provide day-to-day coaching and functional guidance to the team.
• Other related duties as assigned.

Qualifications:

• 4+ years of retail experience, including at least 1–2 years in a supervisory, lead, or management role.
• Proven ability to lead a team and manage a retail floor in a fast-paced environment.
• Demonstrated experience coaching, training, and developing team members, including in areas outside one's own initial expertise.
• Experience translating customer feedback (reviews, direct comments, observed patterns) into service standards or coaching is strongly preferred.
• Experience designing or delivering staff training and onboarding is strongly preferred.
• Excellent communication, organizational, and interpersonal skills, with a professional, solutions-oriented approach to problem-solving.
• Proficiency with POS systems (Shopify preferred) and Microsoft Office.
• Knowledge of or genuine enthusiasm for horticultural and botanical products is strongly preferred; deep horticultural expertise is not required.

You Might Thrive in This Role If…

• You're as comfortable with data and feedback trends as you are on the floor.
• You see customer service as a strategic system, not just individual interactions.
• You enjoy building training and onboarding that scales beyond yourself.
• You take ownership of ambiguous or difficult service situations.
• You build genuine partnerships across departments outside your direct control.
• You translate visitor feedback into concrete, coachable behaviors.

Physical Demands & Work Environment:

Regular on-site, on-floor presence is required. The role includes periodic outdoor work in a variety of weather conditions, assisting with and unloading stock deliveries, climbing ladders, and lifting/moving up to 30 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Baseline Work Schedule:

35 hours/week; Wednesday–Sunday, rotating between 9am–5pm and 11am–7pm shifts; occasional evenings and/or holidays required based on NYBG's events and programming schedule.

Salary: $57,000

Benefits:

• 15 Vacation Days
• 13 Paid Holidays
• 12 Sick Days
• Health and Dental Insurance Coverage
• 401K
• Pension Plan

EOE