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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.
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.
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.
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
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
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
Please go to: https://tmmc.recruiterbox.com/jobs/fk0mj2w
The Marine Mammal CenterMarin Headlands, Sausalito, CA
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