Gift Shop Manager

At OSF, we work to expand the transformational power of art and performance. Our invitation to the world is to join us as we cultivate a just and radically inclusive future. We center artists, are refocusing our culture around iterative progress, collaboration, and service, and we seek to create a culture of belonging and inclusion. OSF is
striving to be a global entity and ever-evolving container for the future that responds to the changing tides of our world. We are committed to coliberation through radically inclusive, accessible, and collaborative practices. We nurture artists and multimodal, multidisciplinary practices and create access to the transformational power of art
and performance. At OSF we envision our ecology as human-centric, financially, and environmentally sustainable
and interconnected.

The Gift Shop Manager leads inventory planning, sales analysis, vendor relationships, financial accountability, staffing strategy, and long-term retail vision while cultivating a welcoming and mission-aligned shopping experience for all Gift Shop patrons. This position will work collaboratively across departments to align retail goals, organizational alignment, seasonal programming, fiscal goals, and donor/audience engagement initiatives.

Principal Duties and Responsibilities (Essential Functions*): 

Retail Leadership & Strategy 

• Provide overall management and direction for all Gift Shop operations. 

• Develop and implement retail strategies that support revenue growth, customer service engagement, and organizational values. 

• Establish seasonal and annual sales goals and monitor progress toward targets. 

• Identify trends, opportunities, and challenges through sales reporting and retail analytics.  

• Create long-range purchasing and merchandising plans aligned with audience behavior, productions, and seasonal traffic patterns for buyers. 

• Continuously evaluate and improve operational systems, workflows, and customer experience standards. 

• Ensure all employment practices comply with federal, state, and local laws and best practices including workers’ compensation, anti-discrimination, and employee relations. 

Purchasing & Inventory Management 

• Lead all purchasing strategy, oversee production selection and vendor negations in collaboration with Finance Department and Gift Shop Buyer. 

• Maintain balanced inventory levels through forecasting, trend analysis, and sales performance reviews. 

• Oversee inventory control processes including receiving, transfers, returns, cycle counts, and annual physical inventory. 

• Analyze product performance and make data-informed decisions regarding reorder, markdown, and production discontinuation.  

• Build and maintain strong relationships with local artisans, vendors, and retail partners. 

• Ensure merchandise mix reflects OSF branding, programming, and patron interests. 

Data Analytics & Financial Oversight  

• Monitor and analyze sales data, labor metrics, inventory turnover, and profit margins. 
• Prepare regular sales and operational reports for Director of Operations. 
• Develop and manage Gift Shop budget. Adhere to all Financial policies, and procedures.  
• Identify opportunities to increase profitability while maintaining quality and guest satisfaction. 
• Oversee cash handling procedures and ensure accurate financial reconciliation practices. 
• Utilize Square Software reporting systems to support forecasting and operational decision-making. 

Staff Management & Development  

• Hire, train, supervise, schedule, and evaluate Gift Shop Assistant Managers and Volunteers. 
• Foster a collaborative, inclusive, and organizational, donor and customer-centered team culture. 
• Delegate operational responsibilities effectively while maintaining accountability and consistency. 
• Provide coaching, performance feedback, and professional development opportunities. 
• Ensure staff are knowledgeable about products, productions, events, and organizational initiatives. 

Guest Experience & Merchandising  

• Maintain high visual merchandising and presentation standards throughout retail floor and window displays. 
• Ensure exceptional customer service and a welcoming environment for all. 
• Collaborate with Marketing, Production, and Development teams on retail promotions and themed merchandise opportunities. 
• Support special events, opening nights, donor functions, and festival initiatives as needed. 
• Resolve guest concerns professionally and effectively. 

Operational Management  

• Ensure compliance with organizational policies, safety standards, and operational procedures. 
• Maintain accurate retail records, reporting documentation, and vendor files. 
• Oversee shop maintenance needs and coordinate with Facilities as necessary. 
• Manage operational priorities in a fast-paced, high-volume seasonal environment. 

Internal & External Relations  

• Enable creative thinking, problem-solving, and collaboration. 
• Notify Director of Operations of significant issues related to budget, safety, facilities, employee relations, sales goals, or other items of significance. 
• Work closely with departments to secure and develop production and programs aligned with festival offerings, including plays, lectures, tours, Green Show, educational programs, and merchandise built by organizational artisans. 
• Attend OSF productions and educational opportunities to better understand and reflect the artist and audience perspective. 
• Build and sustain professional relationships with company members, volunteers, members, donors, and stakeholders.  

Other  

• Model and enforce a high standard of professional, knowledgeable, and ambassador level of customer service. 
• Oversee and participate in mail, phone, or other order fulfillment, including securing product, processing sales, packaging, and shipping in collaboration with the Office Manager. 
• Perform other duties as assigned. 

Minimum Qualifications & Skills:   

• Bachelor’s degree in Retail Management, Business Administration, Hospitality, Arts Administration, or related field preferred; equivalent experience considered. 
• Minimum 3–5 years of responsible retail management experience required. 
• Experience with inventory management, merchandising, purchasing, and staff supervision required. 
• Demonstrated ability to analyze sales data and use reporting tools to guide decision-making. 
• Strong financial acumen and budgeting experience preferred. 
• Experience managing in a seasonal, hospitality, arts, museum store, or tourism-based environment is highly desirable. 
• Proficiency with Square POS system/inventory software and Microsoft Office Suite. 

Preferred Qualifications & Skills:   

• 5+ years of retail management experience. 
• Strong leadership, organizational, and interpersonal skills. 
• Excellent analytical and strategic thinking abilities. 
• Ability to balance long-term planning with daily operational execution. 
• Strong communication and customer service skills. 
• Ability to manage multiple priorities and deadlines simultaneously. 
• Demonstrated initiative, adaptability, and problem-solving capability. 
• Commitment to equity, inclusion, collaboration, and guest experience excellence. 

Physical Ability:  

• Stand and move throughout retail space for extended periods. 
• Lift and move merchandise or shipments up to 60 pounds with or without accommodation. 
• Ability to drive a motor vehicle. 

Hours Requirements:    

• Work evenings, weekends, and holidays as required during peak seasons and events. 
• This position operates in a dynamic retail and theatrical environment with fluctuating business levels tied to productions, tourism, and special events. Seasonal scheduling flexibility is required.