Retail Experience Manager - Customer Training & Journey Lead

New York Botanical Garden; New York (NY); On-site; USD 51,000 - 63,000; Full time

Benefits offered by this job

15 Vacation Days

13 Paid Holidays

12 Sick Days

Health and Dental Insurance Coverage

401K

Pension Plan

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Retail management

Staff coaching

Training design

Customer service

POS systems

Tools

Shopify

Microsoft Office

Job description

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.