Shop Manager

ABOUT V&A

The V&A is a family of museums dedicated to the power of creativity. Our mission is to champion design and creativity in all its forms, advance cultural knowledge, and inspire makers, creators and innovators everywhere.

We share a 5,000-year-old story of creativity through exhibitions, events, educational programmes, digital experiences, conservation, research, and an ever-evolving national collection of over 2.8m objects spanning every creative discipline.

The Commercial division is tasked with developing and delivering an ambitious strategy for sustainable commercial growth, as a fundamental part of the overall V&A experience and brand position, and to underpin the museum group’s future financial sustainability.

The division brings together the V&A’s key income generating areas of retail, ticketing, publishing, eCommerce, catering, membership, Academy, and a completely integrated front of house operation.

ABOUT THE ROLE

The position of Shop Manager plays a pivotal role in leading the team by example, ensuring we deliver an exceptional and professional experience for all our visitors.

You will be responsible for, and be hands on in delivering, vital visitor and commercial daily operations in the main shop.

All the while ensuring that ways of working and visitor engagement strategies are delivered aligning with the ethos of the V&A.

KEY DUTIES AND RESPONSIBILITIES

• Together with the Senior Managers, create and maintain a supportive and energetic team. Develop, motivate, empower, and coach the shop assistant team to deliver an exceptional visitor experience in store.
• Work with the Senior Management team and centralised Commercial teams, lead the shop assistant team to achieve income and KPI targets across shop operations and Membership, using a ‘sales through service’ approach.
• Ensure that daily shop operations are delivered, facilitating the smooth, efficient and safe running of the branch. Make decisions and deputise in the absence of the Senior Shop Manager, ensuring the smooth running of the business and dealing with any issues.
• Ensuring the presentation and upkeep of the shop is always inviting and of a high standard, following any relevant V&A guidelines. Ensure stock levels are maintained well throughout the day.
• Promote and ensure the fast and efficient resolution to all customer queries and complaints.
• Ensuring the team is kept up to date on new product information, liaising with Commercial teams to facilitate this. Produce and update relevant training materials to then deliver the required sessions to teams across FOH.
• Undertake and develop projects assigned by the Senior Management team, taking a lead from the initial stages through to completion. In addition, when required, act as the shop contact point for projects or wider retail initiatives.
• Keep up to date on any commercial reporting systems and technology including hardware and software in use in the shop, and ensure the team is updated as necessary.
• Be security conscious; ensure familiarity and co-operation with all museum security procedures and look at ways to minimise store theft, working with security to communicate any suspicious behaviour in store.
• Ensure the team is trained in, and adhered to, all policies, procedures and processes across shop operations; including cash handling, uniform, absence, visitor experience standards. Organise training attendance and refreshers in the necessary processes. Follow through on any till discrepancies and errors made.
• Ensure the team are trained in, and are aware of, their responsibilities in an emergency or evacuation, fully cooperating in any museum drills.
• Conduct regular reviews of line reports to manage team performance and ensure succession planning. Be involved in investigations into any staff issues that arise, with the support of the People Team.

CANDIDATE REQUIREMENTS

• Significant experience working in a busy, multi departmental, customer or visitor facing environment.
• An exemplary role model who has the ability to inspire and lead a team in exceeding visitor expectations, whilst being a true ambassador for the V&A brand.
• An excellent communicator; able to consistently deliver a great visitor experience and deliver timely responses to customer feedback.
• You thrive in a high-pressured and busy environment and can competently multitask with the confidence to make decisions independently.
• Commercially minded, you understand what drives sales and engagement and you use this knowledge to positively impact performance through a shop floor service approach.
• Able to demonstrate a good understanding of our brand and products, and be able to translate that knowledge with confidence to achieve sales.
• A passion for people; you excel at leading teams with the proven ability of line managing, developing, motivating, empowering, and coaching others to deliver goals.
• Good written skills and the numeracy skills needed to handle financial transactions and complete store checks. Able to use MS Office and other relevant IT systems as appropriate for the role.
• Respects others’ expertise, time, perspective and contribution.
• Takes responsibility for delivering on actions, achieving high standards and learning from mistakes.
• Proactive, positive and resilient; able to adapt to an ever-changing environment
• Experience of communicating clearly, with the ability to adapt your communication style for different groups
• Works with others outside their own department in a collaborative, understanding, and engaging way.
• Shares our Values of Sustainability, Equity, Creativity, Collaboration & Generosity

ROTA INFORMATION

• Net working hours per week are 36. This is averaged across a 6- week rota pattern. You will have a one-hour unpaid break each day.
• Full Monday through Sunday availability is required including regular weekend working.
• Usual shift times will fall between 0900-1815. Additionally, you will be scheduled to work 2 or more Friday late shifts (to 2200) within each 6-week cycle.
• Flexibility to move shifts to cover peak trading periods, out of hours trading, evening events or stocktakes will be important.

APPLICATION INSTRUCTIONS

Please consider the job description and the personal specification when applying.

TO APPLY, PLEASE UPLOAD YOUR (up-to-date) CV, ALONG WITH A BRIEF STATEMENT OUTLINING WHY YOU ARE APPLYING FOR THE ROLE, AS WELL AS DEMONSTRATING HOW YOUR  KNOWLEDGE, SKILLS, AND EXPERIENCE MAKES YOU SUITABLE FOR THIS POSITION. THIS WILL PLAY A IMPORTANT PART OF YOUR APPLICATION.

PLEASE ENSURE THAT YOUR CV CONTAINS THE FOLLOWING INFORMATION.

1. Personal Profile (Ensure this section is tailored to the specific role you are applying for)
2. Employment History (List in reverse chronological order, starting with your most recent role)
3. Education, Training, and Qualifications (List in reverse chronological order, starting with the most recent, and including secondary school education)

Interview/Assessment days: Start to Mid September

Expected start day: Mid to end October

Location: South Kensington

Contract: Permanent

Work pattern: 6 week rolling work pattern including regular weekend working