Luxury Retail Manager: Guest Experience Lead

Paws-Up-Montana; Greenough (MT); On-site; USD 55,000 - 85,000; Full time

Job summary

Paws Up Montana is seeking a Retail Manager to lead the Wilderness Outpost retail team and deliver a world-class guest experience. You will oversee daily operations, inventory, and product presentation in a luxury setting, ensuring every detail reflects the brand’s Montana heritage.

The role emphasizes team development, exceptional service, and collaboration with resort leadership to elevate our premium retail offering and guest interactions.

Qualifications

• 4+ years in product-based retail operations, with at least 2 years in a leadership or supervisory role.
• Strong understanding of luxury hospitality, premium retail operations, merchandising, guest-service standards, and retail performance metrics.
• Experience delivering Forbes Travel Guide 5-Star service or comparable luxury standards preferred.
• Exceptional interpersonal and communication skills with guests, team members, vendors, and resort leadership.
• Leadership style that is positive, humble, accountable, adaptable, and highly collaborative.
• Strong organizational and analytical skills with balance of guest-facing leadership and detailed operational responsibilities.
• Proficiency in Microsoft Outlook, Excel, and Teams; Shopify POS and e-commerce platforms strongly preferred.
• Ability to work independently, make thoughtful decisions, and maintain composure in a fast-paced environment.

Responsibilities

• Create an Exceptional Guest Experience: Lead a warm, intuitive, and highly personalized retail experience where every guest feels genuinely welcomed, recognized, and cared for.
• Bring the Paws Up Brand to Life: Ensure the Wilderness Outpost reflects the character of Paws Up Montana through presentation, storytelling, product knowledge, and attention to detail.
• Lead the Retail Team: Supervise, coach, and inspire retail team members, setting a standard for professionalism, hospitality, teamwork, and guest engagement.
• Own Daily Retail Operations: Oversee opening/closing, merchandising standards, inventory controls, order fulfillment, shipping, and organizational needs.
• Manage Inventory with Precision: Maintain accurate inventory levels, update purchase orders, resolve discrepancies, and ensure seamless online and in-store fulfillment.
• Partner with Leadership: Collaborate with the General Manager on vendor relations, budgets, product opportunities, and continuous guest experience improvements.
• Deliver Luxury Service Standards: Model Forbes-travel-grade service and anticipate guest needs to create memorable interactions.
• Support the Wilderness Outpost Experience: Ensure the store, coffee service, and guest lounge feel welcoming and meticulously designed.
• Curate Special Moments: Create thoughtful amenities, gifting opportunities, and experiences for VIP guests and groups.
• Develop Future Leaders: Train and mentor seasonal and year-round staff for confidence, product knowledge, and hospitality.

Skills

Leadership

Guest service

Merchandising

Operational leadership

Communication

Organizational skills

Outlook

Excel

Shopify POS

E-commerce platforms

Tools

Shopify POS

Excel

Outlook

Teams

Job description

Paws Up Montana is seeking a Retail Manager to lead the Wilderness Outpost retail team and deliver a world-class guest experience. You will oversee daily operations, inventory, and product presentation in a luxury setting, ensuring every detail reflects the brand’s Montana heritage.

The role emphasizes team development, exceptional service, and collaboration with resort leadership to elevate our premium retail offering and guest interactions.