Museum Retail and Merchandising Manager

Details

Classification: Exempt, Regular, Fulltime

Location: Mountain View, CA

Department: Museum Services & Sales

Position Summary

The Museum Retail and Merchandising Manager leads the day-to-day operations of the CHM Museum Store, including the onsite retail space and online store. Reporting to the Chief Marketing and Experience Officer, this role oversees retail operations, merchandising, ecommerce activity, inventory management, and customer service initiatives that support visitor engagement and earned revenue goals.

This position supervises Retail Associates and partners closely with Front of House and Museum Services teams to support a welcoming, efficient, and mission-aligned visitor experience. As a highly visible component of the museum experience and a key visitor touchpoint, the Museum Store should reflect the highest standards of presentation, hospitality, operational effectiveness, and mission alignment.

The Manager also serves as a designated Manager on Duty (MOD) during assigned Museum Ticketing hours, providing onsite operational leadership and support during weekends, public programs, and special events.

Responsibilities

Retail Operations & Merchandising

• Manage all aspects of the Museum Store, including onsite and online retail operations.
• Support and implement short- and long-term retail and merchandising strategies that align with CHM’s mission, exhibitions, and public programs.
• Develop visually compelling and commercially effective merchandising displays and retail presentations.
• Oversee inventory management, receiving, pricing, merchandising, and ecommerce coordination.
• Lead annual inventory processes and maintain accurate retail systems, reporting, and inventory controls.
• Manage vendor and bookseller relationships, including sourcing, purchasing, onboarding, and product development opportunities.
• Prioritize merchandise that connects to computing history, innovation, CHM collections, and institutional storytelling.
• Analyze sales trends and operational performance to support earned revenue goals and improve the visitor retail experience.
• Ensure compliance with purchasing, inventory management, cash handling, reconciliation, and operational procedures.
• Prepare and deliver regular operational and performance reports to the Chief Marketing and Experience Officer.

Team Leadership & Visitor Experience

• Supervise Retail Associates, including scheduling, training, coaching, onboarding, and performance feedback.
• Provide day-to-day operational oversight and workflow coordination for store staff and assigned coverage areas.
• Reinforce customer service standards, operational procedures, and Museum policies.
• Foster a collaborative, service-oriented, and inclusive team environment grounded in curiosity, learning, and professionalism.
• Coordinate staffing coverage to support Museum operations, weekends, public programs, and special events.
• Support staff development and ongoing operational training initiatives.

Onsite Leadership & Museum Operations

• Serve as a designated Manager on Duty (MOD) during assigned shifts, weekends, public programs, or special events.
• Provide onsite operational leadership and decision-making support during periods when senior leadership is not onsite.
• Respond to visitor concerns, operational issues, and service escalations with professionalism, sound judgment, and discretion.
• Coordinate with Front of House, Security, Facilities, and Events teams to support safe, welcoming, and effective Museum operations.
• Support implementation of Museum operational procedures, emergency protocols, and visitor service standards.
• Communicate operational updates, incidents, or service concerns to departmental leadership as needed.

Competencies

The qualities and behaviors that will define the role’s effectiveness and impact.

• Creates welcoming, engaging, and service-oriented experiences for visitors and customers across both in-person and online retail environments.
• Builds and supports a collaborative, high-performing team through coaching, communication, accountability, and staff development.
• Balances mission alignment with revenue generation through thoughtful merchandising, retail strategy, and business decision-making.
• Maintains high standards in retail operations, inventory management, organization, reporting, and financial accountability.
• Works effectively across departments and responds flexibly and professionally to changing priorities and operational needs.

Qualifications and Skills

Background, Experience, Skills and Education

Required

• Bachelor’s degree or equivalent professional experience in retail management, merchandising, business administration, marketing, hospitality, or a related field.
• Minimum of 5 years of progressive experience in retail operations, merchandising, ecommerce, visitor experience, or customer-facing operational leadership.
• Demonstrated success managing onsite and online retail operations, including merchandising, inventory management, sales performance, and customer service operations.
• Strong visual merchandising and product curation skills, with the ability to create engaging retail experiences aligned with organizational mission and audience interests.
• Experience supervising staff, coordinating workflows, and supporting operational accountability in a customer-facing environment.
• Strong organizational, analytical, and project management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Excellent verbal, written, and interpersonal communication skills.
• Demonstrated ability to exercise sound judgment and maintain professionalism in visitor-facing operational environments.
• Proficiency with point-of-sale systems, inventory management platforms, ecommerce tools, and Microsoft Office 365 applications.
• Ability to support operational leadership responsibilities during weekends, public programs, evenings, and special events.

Preferred Skills

• Experience in a museum, cultural institution, nonprofit, hospitality, specialty retail, or mission-driven environment. Familiarity with retail buying, vendor negotiations, and product development.
• Knowledge of ecommerce best practices, including online merchandising, fulfillment coordination, and digital customer experience.
• Experience collaborating cross-functionally with areas such as visitor services, marketing, finance, facilities, events, or operational teams.
• Interest in or familiarity with technology, innovation, science, history, or STEM-related subject matter.
• Experience using Shopify or similar ecommerce platforms.
• Training or experience related to de-escalation, emergency response, or incident management preferred.

Benefits

• Fully sponsored Medical, dental, and vision benefits
• Partially sponsored Health dependent costs
• Health Savings Accounts (HSA) with employer contributions
• 403(b) retirement plan with 1:1 employer matching
• Generous PTO (Paid Time Off) benefits
• Fully sponsored Life and Disability Insurance
• Employee Discounts in museum store and onsite cafe

Salary Range: $75,000–$85,000 annually

About CHM

At the Computer History Museum our mission is to decode technology—its computing past, digital present, and future impact on humanity. From the heart of Silicon Valley, we share insights from our research, our events, and our incomparable collection of computing artifacts and oral histories to convene, inform, and empower people to shape a better future.

At CHM, we believe that diversity and inclusion among our teammates is critical to our success. We provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, we will provide reasonable accommodations for qualified individuals with disabilities.

Our Values

At CHM, we strive to create a culture that is collaborative, caring, and fun, where we hold ourselves accountable, look for the best in each other, and learn together. These are our values: integrity, inclusiveness, innovation, communication, curiosity.

How to Apply

Are you ready to become a part of our team? In order to be considered for this position, applicants must include a cover letter, resume, and a list of three professional references and email to [email protected]. Please be sure to add the job title (exactly as it is spelled out on this site) that you are applying for in the subject line of your email.