Customer Service & Support Jobs in Minneapolis, MN (Now Hiring) — 1,442 open — Page 25

Description

Reports to: Director of Operations  

Compensation: $55,000 - $65,000, depending on qualifications

Benefits: Benefits Eligible

Position Summary

The Retail Sales Manager leads the Guthrie Store’s daily operations, retail strategy, staff supervision, customer service standards, inventory management, and e-commerce activity. This role drives revenue growth and operational efficiency while ensuring accurate cash handling, loss prevention, sales reporting, and a welcoming experience for Guthrie Theater patrons. All employees are expected to center, model and champion the Guthrie’s core values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility.

This position is full-time, exempt and benefits eligible.  This position’s hours are reflective of the dynamic schedule of the theater and include variable hours/days, including evenings and weekends. 

The Guthrie is an Equal Opportunity Employer. We are committed to building an equitable environment that finds strength in diversity of identity, experience and perspective. We are dedicated to hiring and developing talented teams that are inclusive and welcoming to individuals with different backgrounds, thoughts, and abilities. Applicants from populations underrepresented in the theater field are strongly encouraged to apply.  

 Primary Duties and Responsibilities 

1. Store Protocols

• Develop and implement retail strategies that support revenue growth, customer service engagement, and organizational values.
• Manage the efficient running of all Guthrie Store systems, including training manuals and processes, computers, phones, filing and other Guthrie Store resources.
• Ensure that the cash is properly handled and that the reconciliations are conducted accurately and timely.
• Establish policies for department staff to monitor loss prevention. 

2. Leadership and Supervision

• Lead, manage and supervise Guest Services and Retail Associates, Senior Guest Services Associates and Retail Leads.
• Actively participate in team building, fostering a work environment of artistic excellence; community; diversity, equity, inclusion and accessibility; and financial responsibility
• Complete regular check-ins with all direct reports.
• Hire staff members to ensure quality work.
• Attend and/or run department meetings to communicate pertinent information to the employees.
• Coach and develop staff members by monitoring employee productivity and providing constructive feedback; facilitating conflict resolution among employees; ensuring adherence to legal and organizational policies and procedures and undertaking disciplinary actions if the need arises; and completing annual performance evaluations.
• Maintain and approve direct report timesheets, time off requests, and other personnel records.

3. Customer Service

• Serve as a role model for exceptional customer service to Guthrie patrons. 
• Ensure Guthrie patrons have a positive experience in the Guthrie Store.
• Know all the product offerings to answer questions and educate customers. 
• Use the computer point-of-sale/cashiering system with proficiency and accuracy.
• Process return authorizations, customer concerns, special orders, shipping inquiries, and other special situations in a courteous and timely manner.
• Ensure all Guthrie Store staff provide exceptional customer service.

4. Visual Merchandising and Display

• Partner with the Retail Merchandise Buyer and Lead Retail Associate to plan and implement thematic displays to support the current shows and events.
• Craft visual merchandise stories that highlight the artisan product offerings that are maker-focused.
• Plan frequent rotation of merchandise to ensure vitality of the retail space.

5. Administration

• Partner with Retail Merchandise Buyer in purchasing and inventory management.
• Determine and manage content of ecommerce/online Shopify sales site with assistance from Guthrie Marketing.
• Identify trends, opportunities, and challenges through sales reporting and retail analytics.
• Develop new strategic business initiatives for sales growth, including pop-up events within and outside the building. 
• Conduct annual physical inventory count for reconciliation and audit.
• Receive and process inventory orders to prepare for display. 
• Manage special events as needed such as book signings, etc.  

Requirements

ESSENTIAL KNOWLEDGE AND QUALIFICATIONS

• Demonstrated retail management and customer service experience. 
• Financial acumen and demonstrated skill in managing organizational budgets.
• Excellent leadership and organizational skills.
• Knowledge of theater and can articulate and represent the Guthrie Theater as its contact for all retail activity.
• Strong proficiency with the Microsoft Office Suite and retail management (POS) system.
• Can think strategically and execute with attention to detail.
• Can manage multiple priorities.
• Can foster and maintain positive relationships with colleagues, artists, community partners, volunteers and the general public.
• Can communicate effectively and persuasively in oral and written communication on both an interpersonal and group level.
• Can exercise professional discretion and confidentiality.
• Can work diplomatically to solve problems. 
• Occasional travel may be necessary.      
  Must stand and move throughout retail space for extended periods. 
• Can lift and move merchandise or shipments up to 50 pounds. 
• Willingness to work variable hours/days, including evenings and weekends. Hours are reflective of the dynamic schedule of the theater.
• Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law. 

WHO SHOULD APPLY?

The Guthrie relies on the talents of many artists and staff, both on and off the stage, to create powerful works of theater at the Guthrie. We are dedicated to building an equitable environment that is mixed across lines of difference. Acknowledging that there are many identities that are underrepresented in the theater overall, the Guthrie strongly encourages candidates who bring diversity of identity, experience and thought to apply. We also acknowledge that candidates can have unique and non-linear and transferable skills. We encourage you to apply even if you do not meet every single qualification but have transferrable skills and passion for our mission and vision.

WHY SHOULD I APPLY? 

Be a part of a leading non-profit organization that is committed to serving not only the local Twin Cities community but the industry as a whole. The Guthrie offers top-notch employee benefits and staff perks which includes:

• Competitive Benefits: Health, Dental, Vision, Health Savings Accounts (HSA), Employer contributions to HSA, Flexible Spending Accounts (FSA), Dependent Care FSA, Group Life Insurance, Voluntary Life Insurance, Long Term Disability, Short Term Disability, Employee Assistance Program, 403(b) Retirement Plan (with employer match up to 4.5% after one year of service)
• Transportation: Subsidized passes for Metro Transit buses and trains, discounted pre-tax monthly ramp parking
• Paid Time Off: Generous Paid Time Off (PTO), Volunteer Time Off (VTO)   
• Complimentary Tickets: To Guthrie productions   
• Discounted Tickets: To all shows produced by the Guthrie and to some performances hosted by the Guthrie   
• Classes and Camps: Discounts to Guthrie classes and camps 
• Other Perks and Resources: Guthrie Store discount; Employee Affinity Groups

ABOUT THE GUTHRIE 

The Guthrie Theater engages exceptional theater artists in the exploration of both classic and contemporary plays connecting the community we serve to one another and to the world. Through its extraordinary artists, staff and facility, the Guthrie is committed to the people of Minnesota, and from its place, rooted deeply in the Twin Cities, influences the field as a leading 21st century arts organization. Every year more than 500 people, both on stage and off, help ensure our success in creating and supporting the highest level of theater. As an organization, we are committed to our values of Artistic Excellence, Community, Equity, Diversity and Inclusion, and Fiscal Responsibility. The Guthrie Theater is located in the historic Mill District along the Mississippi River in Minneapolis, Minnesota. As the largest city in the state, Minneapolis offers a large variety of parks, lakes, great food, festivals, malls and more.

LAND ACKNOWLEDGMENT 

The Guthrie Theater would like to acknowledge that we gather on the traditional land of the Dakota People and honor with gratitude the land itself and the people who have stewarded it throughout the generations, including the Ojibwe and other Indigenous nations.

Applicants must submit a resume and cover letter to be considered for the position.