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Metropolitan Museum of Art logo
Job Title
Head of Stores, eCommerce, Wholesale and Retail Operations
Location
New York, New York
Zip/Postal Code
10028
Country
United States
Region
NY Metro
Position type
Permanent
Category
Retail
Job Function
District / Regional Mgmt
eCommerce
Merchandiser
Operations
Store - Management
Experience level
Mid to Senior Level (Management)
Executive
Education level
Bachelor's Degree

Head of Stores, eCommerce, Wholesale and Retail Operations

The Metropolitan Museum of Art collects, studies, conserves, and presents significant works of art across all times and cultures in order to connect people to creativity, knowledge, and ideas.

The Met presents over 5,000 years of art from around the world for everyone to experience and enjoy. The Museum lives in two iconic sites in New York City—The Met Fifth Avenue and The Met Cloisters. Since it was founded in 1870, The Met has always aspired to be more than a treasury of rare and beautiful objects. Every day, art comes alive in the Museum's galleries and through its exhibitions and events, revealing both new ideas and unexpected connections across time and across cultures.

GENERAL STATEMENT OF RESPONSIBILITIES & DUTIES:

The Head of Stores, eCommerce, Wholesale and Retail Operations is responsible for achieving revenue and net income budgetary targets for all channels as well as all budgeted key performance indicators. This role ensures that monthly sales plans and performance are clearly communicated to all direct reports and staff, as well as proactively monitored and measured. This role requires that they and their key direct reports communicate performance results during weekly meetings, store visits, finance meetings, and quarterly board meetings. This role also plays a critical role in the strategic planning of the Retail business, and works closely with the Head of Retail to be innovative and creative in looking for new revenue opportunities to grow top line sales.  Additionally, this role is responsible for managing all Retail Operations inclusive of our Third Party Logistics provider, The Met and Cloisters retail operations, customer service, and inventory management. 

Actively spending time in stores is critical to support the retail teams and communicate business opportunities to key retail business partners. This role requires proactive collaboration with marketing, visual merchandising, merchandising, design, information systems and technology, and human resources.

PRIMARY RESPONSIBILITIES & DUTIES:

  • Partner with Head of Retail and General Manager of Retail Finance to ensure accurate financial forecasts and projections and achievement of all budgeted revenue and net income targets
  • Engage and motivate team members to achieve all sales plans and key performance indicators inclusive of units per transactions, conversion, email capture, average order value.
  • Strategize with all cross-functional stakeholders to define the annual eCommerce and retail store strategy and identify infrastructure and commercial needs to achieve year over year revenue growth
  • Collaborate with marketing and visual merchandising to identify opportunities and plan strategies to improve online and in-store customer experience and customer acquisition 
  • Partner with Divisional Merchandise Manager and Product Managers to ensure all product and merchandising initiatives are executed and supported in all channels
  • Oversee and own the partnership between The Met and its Third Party Logistics provider (3PL) ensuring Service Level Agreements are met
  • Follow industry trends and recommend new opportunities to enhance reliability, speed, quality and flexibility in eCommerce order fulfillment
  • Improve customer satisfaction levels while finding the most efficient cost structures to support
  • Lead a large team across stores, e-commerce and operations providing exceptional leadership, support, and development opportunities

REQUIREMENTS & QUALIFICATIONS: 

Fully vaccinated with an FDA or WHO authorized vaccine (or approved for an exemption as a reasonable accommodation due to a disability, sincerely held religious belief, or pregnancy, or because you are a victim of domestic violence, stalking, or sex offenses).

Experience and Skills:

  • 10-15 years of experience in domains relevant to this role (eCommerce, brick and mortar stores, merchandising, operations), gained in leading consumer goods and/or e-commerce companies.
  • Proven track record of growth/recovery of eCommerce business, ownership of top to bottom P&L
  • Ability to analyze performance of onsite behavior, conversion levers and test of hypotheses
  • Proven ability to execute complex projects and negotiations
  • A track record of developing and implementing operational strategies, and leading large teams
  • Understanding of data and knowing how to use it to make recommendations to teams.
  • Exceptional critical thinking, problem-solving, and prioritization skills

Knowledge and Education:

  • 15+ years of operational experience across supply chain, retail and/or e-commerce channels; including 5+ years of leadership
  • Bachelor’s degree required (preferably in business, marketing, e-commerce or a related field); MBA preferred.
  • Retail background required