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The Marine Mammal Center

The Marine Mammal Center is the largest facility of its kind in the world. Founded in 1975, The Center has grown into an internationally renowned and state-of-the art marine mammal hospital, research center and educational organization. Each year, The Center treats 600 – 800 sick, injured and orphaned marine mammals, with the goal of rehabilitation and release. Its professional staff collaborates with over 30 different scientific, educational, federal, state and non-profit organizations from around the world. Marine mammal scientists and veterinarians from across the globe visit The Center and shadow its staff and volunteers to learn from the hundreds of animals treated each year, and from its acclaimed veterinary, scientific, and research staff. By collaborating with leading scientists and researchers to learn from the patients in their care, The Center expands and advances science to increase understanding of the health of the ocean and highlights implications for human health. In addition to its work within the scientific community, The Center’s formal and informal education programs reach 100,000 children and adults ever year. Ultimately, The Center’s work inspires action and fosters stewardship toward the care of our environment. Overlooking the ocean in the Marin Headlands, in Sausalito, CA, The Center operates three field stations in its 600-mile rescue range on the California coastline from San Luis Obispo through Mendocino County. Simultaneous to the construction of its new Kona, Hawaii facility, The Center’s rescue range has increased to include the entire Hawaiian archipelago. With an annual operating budget of almost $9M, 60 to 70 staff depending on the time of year, and 1,200 actively engaged volunteers, The Center operates 24 hours per day, 365 days per year.

Manager of Retail Operations

MISSION

At The Marine Mammal Center, we are guided and inspired by a shared vision of a healthy ocean for marine mammals and humans alike.  The Marine Mammal Center advances global conservation through marine mammal rescue and rehabilitation, scientific research, and education.

OUR WORK

We rescue and rehabilitate sick and injured marine mammals at our state-of-the-art veterinary facilities by engaging a dedicated workforce and a supportive community.  We learn from the patients in our care and contribute to scientific understanding of the changing health of our ocean, taking action to address ocean threats and save endangered species.  We lead as a teaching hospital by training veterinary professionals locally and internationally, and inspiring future ocean stewards through innovative school and public education programs.

ROLE DESCRIPTION

The Manager of Retail Operations (MRO) leads the daily operations of The Marine Mammal Center’s (TMMC’s) gift store, online e-commerce store, and Adopt-a-Seal program;  leading, building, and retaining a high performing and diverse workforce of Store Coordinator, Sales Associate and Volunteers; as well as the continued development of strategic partnerships and business propositions.

The MRO advances TMMC’s vision, mission and strategy by developing and implementing effective, mission-based retail initiatives. The MRO leads the Retail Team to meet net revenue and sales goals, Adopt-a-Seal program, donation and membership expectations and all operating and people objectives through execution, coaching and accountability.

The MRO oversees the overall gift store guest experience and merchandise presentation in partnership with the Store Coordinator. The MRO curates and maintains an ever-changing line of unique products which align with and advance TMMC’s mission.

This position reports to the Director of Education and Guest Experience and works very closely with the Education and Guest Experience, Finance, and Development and Marketing teams.

PRIMARY RESPONSIBILITIES + DUTIES

Leadership

  • Lead by example; communicate clear expectations and hold self and team members accountable to TMMC’s vision, mission and credo (internal code of conduct)

  • Support future growth through effective recruitment, selection and onboarding of Retail Staff, as needed

  • Motivate and retain team members through appropriate feedback, reward and recognition

  • Create a learning environment by promoting the development of team members and cultivate an environment of engagement, learning and commitment

  • Resolve HR issues in partnership with People & Culture Team as appropriate; maintain strict confidentiality and build trust amongst Team

  • Build strong internal and external relationships to align and support the execution of store business results and optimal guest experience

  • Communicate and drive TMMC’s strategic vision with store staff and volunteers

  • Actively pursue opportunities to promote self-development

  • Identify challenges and barriers; recommend solutions

Management and Operations

  • Develop and drive short and long term business goals in partnership with Director of Education and CFO

  • Provide effective training to ensure  consistent and optimal guest experience through friendly, knowledgeable and efficient service

  • Utilize storytelling and innovative visual presentation practices to communicate and connect guests to TMMC’s mission.   

  • Purchase merchandise for the store, including the development of custom; ensure optimal revenue generation

  • Maintain a consistent schedule for updating the e-commerce and Adopt-a-Seal websites for maximized return

  • Create dedicated social media and e-commerce email campaigns in collaboration with the Development and Marketing team.

  • Process invoices for payment, vendor shortages and damages

  • Complete monthly financial reports for Accounting Manager in a timely manner

Business and Financial

  • Achieve store, online, and Adopt-a-Seal net revenue goals

  • Manage payroll, inventory and other expenses against pre-defined targets

  • Effectively collaborate with other departments to identify trends, resolve issues and drive strategies for continued improvements

  • Identify, resolve and prevent issues relating to shrinkage; conduct annual inventory count in partnership with Store Coordinator

  • Effectively utilize reports to track and analyze trends and opportunities to make effective and proactive business decisions and report key metrics

Guest Experience

  • Ensure a high-quality retail guest experience through exceptional customer service

  • Create and implement strategies to ensure all staff and volunteers provide correct and current information about merchandise and its relation to the TMMC mission

  • Ensure a clean, organized, well-stocked and safe environment for guests

  • Enthusiastically engage guests in conversation about TMMC and our mission

KNOWLEDGE + ABILITIES

  • Ability to develop short-term and long-range performance and revenue plans

  • Ability to produce and interpret performance and financial reports

  • Strong leadership, time management, and delegation skills

  • Exceptional attention to detail and deadlines

  • Excellent customer service skills and a willingness to learn; Excellent verbal and written communication skills

  • Accuracy and strong organizational skills are essential

  • Proficient in Microsoft Office Suite, HTML / web page maintenance, photo editing. Knowledge of product photography a plus

  • Ability to work flexibly and independently in a team environment under a variety of circumstances while being diplomatic and decisive

  • Ability to work in a high-pressure environment and balance competing demands and priorities

  • Ability to stand for extended periods of time

  • Ability to move from place to place, use a computer terminal and telephone; able to lift and carry up to 25 lbs. short distances; can bend, twist, reach, and grasp

  • Willingness to work nights and weekends as needed

QUALIFICATIONS + EXPERIENCE

  • 4-year degree or equivalent work experience required

  • Proven track record in retail and customer service; minimum 5 years in a leadership role

  • Experience managing electronic inventory and POS systems

  • Experience in an experiential retail or cultural attraction retail setting

  • Experience in e-commerce

How to Apply

Please go to: https://tmmc.recruiterbox.com/jobs/fk0mj2w

The Marine Mammal Center
Marin Headlands, Sausalito, CA

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