Retail Supervisor

DEPARTMENT: Retail

REPORTS TO: Retail Assistant Manager

CLASSIFICATION: Non-Exempt

SALARY: $32.19 per Hour

DATE: January 2026

The Retail Supervisor is a front-line leader both with our guests and with fellow employees in the retail department. They have a hands-on physical presence in all retail areas. This position will oversee the daily operations of the 9/11 Memorial Museum Store Café Audio Guide Desk and Carts on the Memorial Plaza. The supervisor is also responsible for generating revenue to achieve profit goals. The Retail Supervisor will work alongside Managers to reinforce a positive work environment and a unified team spirit. This position will also require the Retail Supervisor to open and/or close all retail locations as needed. Retail Supervisor will manage cash supervise all staff (associates volunteers interns). The Retail Supervisor is to ensure that guest service is at the forefront of providing a quality visitor experience for all guests.

ESSENTIAL JOB REQUIREMENTS:

• Accurately handles cash processing of credit cards and follows all financial policies.
• Works scheduled shifts and arrives to work on time. Must be able to work weekends (both Saturday and Sunday) and a flexible work schedule including mornings and evening shifts.
• Adheres to all policies and procedures for all locations.
• Maintains a professional safe and secure environment for guests and staff.

ESSENTIAL DUTIES:

• Responsible for ensuring that the Museum Store Café Audio Guide Desk and Museum Plaza Carts provide an enriching and excellent visitor experience.
  • Walks all retail space and ensures all products are represented and replenished to standard
  • Engages with guests at any retail space
  • Provides knowledgeable details and product information
  • Assists guests with general questions
  • Be an engaging presence and leads by example
  • Supervises all staff (associates volunteers interns)
  • Leads in minute meeting with all staff at start of shift
  • Delegates tasks as needed giving deadlines and following up to maximize efficiency
• Training & coaching
  • Oversees the onboarding training for all staff such as but not limited to product stories guest service register tablets posts upselling and policies and procedures
  • Provides in-the-moment coaching to ensure staff is delivering seamless guest service
  • Maintains a positive and constructive feedback log
• Increasing sales
  • Ensures that staff are at their designated post at all times
  • Proactively engages with visitors
  • Keeps abreast of merchandise and product stories
  • Upkeeps stock levels of products on the sales floor and the carts
  • Reviews and communicates hourly KPI reports
  • Consistently communicates promotions to all guests
  • Ensures staff consistently asks all guests for donations
• Opening/closing procedures
  • Complete and sign opening/closing checklists
  • Verify safe counts and prepare cash drawers
  • Distribute walkies
  • Delegate associate specific projects if needed
  • Responsible to order necessary change for both safes
  • Close out cash drawers
  • Prepare daily deposits and reports
• Operating POS systems
  • Fills in as cashier by accurately handling payment management including cash credit cards and travelers checks
  • Trouble shoots machinery to ensure POS is working in all locations.
  • Email IT with issues
• Assists with upkeep of displays and fixtures
  • Dusts shelves products and mannequins and/or sweeps to ensure a visually pleasing space
• Inventory management
  • Awareness of all deliveries
  • Assists with unpacking counting and shelving of all incoming merchandise as needed
  • Reviews stock levels periodically at both sites to be aware of whats needed.
  • Assists with full and partial physical inventory counts conducted throughout the year
• Assists with special events including event setup breakdown
• Supervises both museums store and carts as needed. Learn the daily systems at both locations to ensure a seamless experience for our guests and our team.
• Ensures projects are finished in a timely manner

QUALIFICATIONS/SKILLS REQUIREMENTS

• Bachelors degree preferred
  • While a bachelors degree is preferred we enthusiastically encourage applications from Veterans or veteran spouses with various educational backgrounds. This includes those with an associate degree as well as individuals actively working towards a bachelors degree. Your dedication and diverse experiences are highly valued and we welcome the opportunity to consider your application.
• Minimum 3 years leadership experience in Retail Museums or customer service desirable
• Excellent customer service skills
• Proven ability to handle volumes cash
• Excellent computer skills
• Must be a highly responsible reliable and detailed oriented
• Must take initiative in all business aspects
• Proven ability to work well independently /or as part of a team
• Must be familiar with POS systems
• Knowledge of Counterpoint a plus
• Must be able to work weekends (both Saturday and Sunday) and a flexible work schedule including mornings and evening shifts
• Strong command of English and fluent in another language a plus.
• Visual display skills a plus
• Must be physically capable of lifting heavy boxes up to 40 lbs. and be capable of standing for long hours required

WORK ENVIRONMENT

The physical demands and work environment described in this job description are representative of those that the employee will encounter and are expected to meet to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is required to see be mobile and have the ability for 2-way communication with the public and staff. The employee will be required to stand for long hours and be able to lift heavy boxes up to 40 lbs.

The work environment is both indoor and outdoor. The noise level in the retail environment is usually low. There are no protective devices to be worn or utilized in the retail work environment.

The National September 11 Memorial & Museum (9/11 Memorial & Museum) is an equal opportunity employer. Applicants who meet the qualification requirements of the role will receive consideration without regard to their race color religion sex sexual orientation age national origin disability status as a protected veteran or any other characteristic protected by applicable law. The 9/11 Memorial & Museum endeavors to make reasonable accommodations for applicants with disabilities and other accommodation needs under applicable law. If you are an individual with a legally recognized accommodation need and require assistance during the application process please contact Ronni Cantor at with your specific accommodation request.

The 9/11 Memorial & Museum is committed to an organizational culture that supports and reinforces our institutional values including our commitment to inclusive representation. We are committed to reflecting the unique experiences of the nearly 3000 victims who were killed indiscriminately in the 1993 and 2001 terroristattacks and the wider communities impacted in lower Manhattan at the Pentagon and near Shanksville PA.

Required Experience:

Manager