Supervisor, Retail Experience

Lucasmuseum; Los Angeles (CA); On-site; USD 40,000 - 60,000; Full time

Job summary

Lucasmuseum is seeking a Supervisor for Retail Experience who will support frontline engagement and service excellence initiatives. The role involves fostering a customer-first culture, overseeing team execution and coaching, and ensuring exceptional guest experiences in a fast-paced retail environment.

Ideal candidates should have at least 2 years of experience in customer service and strong leadership skills, along with a commitment to diversity and inclusion. The position requires flexibility, as it may involve evenings, weekends, and holidays.

Qualifications

• 2+ years of customer-facing experience in retail, hospitality, or visitor services.
• Experience supporting and supervising team members in a fast-paced retail environment is desirable.
• Strong customer service and interpersonal skills.

Responsibilities

• Support the Assistant Manager in creating a welcoming retail environment.
• Provide daily frontline leadership and coaching to staff.
• Monitor guest interactions to support customer satisfaction and loyalty.

Skills

Customer service

Interpersonal skills

Team leadership

Problem solving

Communication

Education

High school diploma or equivalent

Tools

POS systems

Microsoft Office

Job description

Reporting to the Assistant Manager, Retail Experience, the Supervisor, Retail Experience supports frontline engagement and service excellence initiatives that create an inclusive, welcoming, and memorable retail environment. This role fosters a customer-first culture by guiding team execution, reinforcing service standards, and providing on-the-floor leadership and coaching aligned with the organization’s mission, values, and brand identity.

Additionally, the Supervisor supports sales performance and operational goals through consistent execution of service standards, effective team communication, and responsive frontline leadership. The role helps resolve service issues, maintain staff readiness, and promote customer loyalty and repeat visitation through strong day-to-day supervision.

Responsibilities

• Support the Assistant Manager, Retail Experience in creating a welcoming, inclusive, and customer-focused retail environment that delivers an exceptional guest experience.
• Provide daily frontline leadership and on-the-floor support to ensure consistent execution of customer service standards and positive guest interactions.
• Foster a customer-first culture by modeling service excellence, professionalism, responsiveness, and inclusive engagement practices.
• Support and coach frontline staff in delivering memorable visitor experiences that align with the organization’s mission, values, and brand identity.
• Assist with onboarding and ongoing staff training focused on guest engagement, service recovery, communication, and product knowledge.
• Help monitor guest interactions, customer feedback, and sales activities to support customer satisfaction, loyalty, repeat visitation, and revenue goals.
• Serve as a frontline resource for resolving guest concerns, de-escalating service issues, and ensuring timely and professional follow-through.
• Partner with leadership to communicate daily priorities, promotions, programs, events, and service expectations to frontline staff.
• Observe customer traffic patterns and team workflow to identify opportunities that enhance service flow and the overall visitor experience.
• Maintain a visible and approachable presence on the sales floor to support staff, engage guests, and reinforce a positive retail atmosphere.
• Support a collaborative and engaging team culture grounded in accountability, inclusivity, and exceptional service.
• Promote diversity, equity, inclusion, accessibility, and belonging through respectful leadership, inclusive service practices, and equitable team support.

Qualifications

• 2+ years of customer-facing experience in retail, hospitality, visitor services, guest experience, or a related customer service environment, preferably within an arts and cultural institution or prominent consumer brand.
• High school diploma or equivalent required.
• Experience supporting, training, coaching, or supervising team members in a fast‑paced retail environment desired but not required.
• Strong customer service and interpersonal skills, with the ability to engage diverse audiences and professionally resolve guest concerns in a fast‑paced environment.
• Experience supporting customer engagement initiatives, service standards, and team performance within a customer‑centered environment.
• Strong communication, relationship‑building, and problem‑solving skills, with the ability to provide clear direction and responsive support to staff and guests.
• Ability to remain adaptable, composed, and solution‑oriented while managing multiple priorities and shifting guest needs.
• Collaborative work style with the ability to build positive working relationships across teams and departments.
• Commitment to diversity, equity, inclusion, accessibility, and belonging and creating welcoming experiences for all guests and team members.
• Proficiency with POS systems, retail technology, and Microsoft Office preferred.
• Flexible availability, including evenings, weekends, holidays, and special events as needed.
• Passion for creating engaging retail and visitor experiences that support the museum’s mission, storytelling, brand, and community engagement goals.

Work Environment

• The role is performed primarily in a public-facing museum retail environment with frequent interaction with visitors, staff, vendors, and other museum departments.
• The retail space may be active and fast-paced, particularly during weekends, holidays, exhibitions, programs, and special events.
• May require early mornings, evenings, weekends, and holidays.

Physical Requirements

• Ability to stand and walk for extended periods of time during scheduled shifts.
• Ability to lift, carry, unpack, and restock merchandise up to 30 pounds.
• Ability to bend, reach, climb step stools as needed, and perform repetitive motions associated with POS operation, packaging, tagging, and merchandising.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

The statement in this description represents typical elements, criteria, and general work performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the job.

The Lucas Museum of Narrative Art embraces diversity and equal opportunity. We are committed to building a team that represents and supports a variety of backgrounds and perspectives. The Lucas Museum fosters a work environment that is free of discrimination and harassment, whether based on race, national origin, gender, gender expression, religion, ethnic background, age, disability, marital status, sexual orientation, or any other criterion prohibited by applicable federal, state, or local laws. Applications from traditionally underrepresented communities are encouraged.