Head of Shop & Merchandising (Full-Time)

Job Description

The Head of Shop & Merchandising role at the Portland Art Museum will lead the daily operations of The Shop at PAM, creating a welcoming and accessible shopping experience grounded in the Museum's belief that everyone is an art person. By connecting visitors with art, artists, exhibitions, and the creative community, the Shop extends the Museum experience while generating revenue that supports its mission.

This hands-on leader oversees staff, buying, merchandising, inventory, customer service, and sales performance. Working closely with the Director of Business Operations, the Head of Shop & Merchandising implements approved priorities, identifies opportunities to increase revenue and expand the Shop's reach, and drives continuous improvement. As part of expanding this reach, the role will spearhead the development and launch of an online shop, establishing the Shop's e-commerce presence from the ground up. This role brings a competitive drive and genuine passion for building a best-in-class museum retail experience, balancing ambitious commercial performance with inspired curation and inclusive visitor engagement.

Through thoughtful product curation, distinctive displays, and storytelling, the Head of Shop & Merchandising cultivates a compelling Shop identity that inspires discovery and invites visitors to take a piece of the Museum experience home. The role also builds relationships with local artisans and businesses that deepen community connections and collaborates with Coquelico, the café vendor, to create a cohesive and welcoming shared space. Together, these efforts help establish The Shop as a vibrant destination and an important revenue-generating part of the Museum.

In this role, you will

Shop Operations & Visitor Experience

• Oversee opening and closing procedures, daily sales-floor readiness, cash handling, point-of-sale accuracy, and store safety and security
• Create a welcoming, inclusive, and accessible retail experience where everyone is an art person; help visitors of all backgrounds discover products that connect with their interests and the Museum experience
• Coordinate staffing and shop coverage for regular hours, peak visitation, member events, exhibitions, and special programs
• Partner with Coquelico, the café vendor, and relevant Museum teams to coordinate daily use, presentation, and visitor experience of the shared café and Shop space, consistent with the Museum's brand and operational needs
• Maintain documented procedures for sales, returns, discounts, merchandise handling, and operational consistency

Buying, Merchandising & Inventory

• Serve as lead buyer within approved purchasing budgets and assortment guidelines; curate distinctive products that reflect exhibitions, collections, audience interests, and the Museum's mission
• Set a forward-looking curation and merchandising vision informed by emerging retail, design, art, and consumer trends; create a distinctive Shop experience that resonates with a broad and diverse customer audience, and communicates forward facing plans on on-going seasonal basis
• Work with curatorial, learning, marketing, and other colleagues on exhibition-related and Museum-branded merchandise as appropriate
• Cultivate relationships with vendors, artists, publishers, local artisans, and businesses to strengthen the Shop's offerings and community connections; manage ordering, pricing recommendations, and timely replenishment
• Oversee inventory receiving, records, cycle counts, stockroom organization, shrink prevention, and seasonal transitions
• Create visually compelling, accessible displays and product storytelling that encourage discovery, reinforce the Shop's identity, and support sales; maintain clear signage and accurate pricing
• Monitor sell-through, margins, and aging inventory; recommend markdowns and assortment adjustments within approved guidelines
• Continuously assess the competitive retail landscape and Portland-area market, identifying emerging makers, creative collaborators, and retail partners whose work can strengthen the Museum's retail ecosystem

E-Commerce Strategy & Operations

• Lead the setup, navigation, and technical launch of the Museum's online storefront, integrating the e-commerce platform with the physical shop's point-of-sale system
• Build and maintain the online product catalog, drafting compelling product copy, organizing web photography, and aligning online product assortments with current exhibitions and collections
• Establish standard operating procedures for digital order fulfillment, packaging standards, shipping integrations, returns, and digital customer service protocols
• Oversee real-time inventory synchronization across physical and digital storefronts to maintain stock accuracy and prevent overselling

Leadership,Team Development & Collaboration

• Lead, hire, train, and develop a high-performing retail team focused on exceptional customer service, personalized engagement, and cultural storytelling
• Coach, mentor, and develop team members through regular feedback, clear expectations, and opportunities for professional growth; model openness to feedback and cross-functional collaboration
• Create and institutionalize a sales training program ("Sales Book") that equips staff to deliver elevated, mission-aligned shopping experiences that drive revenue
• Articulate the Shop's retail vision, commercial results, and strategic opportunities effectively to Museum senior leadership, executives, and board members, adapting communication to the audience
• Collaborate with Events team and Rental Sales Gallery Manager to integrate retail opportunities into private events and institutional programming
• Collaborate with café vendor to manage and enhance the shared space relationship
• Coordinate shop participation in approved member promotions, exhibition openings, artist events, and institutional programs
• Provide hands-on floor leadership and coverage as needed, especially during busy periods

Revenue Growth, Sales Performance & Customer Engagement

• Collaborate with the Director of Business Operations to develop and execute annual and seasonal sales plans, establishing revenue goals, inventory turnover targets, merchandising priorities, and customer engagement initiatives
• Lead the Shop's daily sales performance toward achieving the FY27 revenue goal of $1.6 million, identifying opportunities to increase sales, strengthen profitability, and create an engaging shopping experience that encourages discovery, purchases, and return visits
• Monitor sales performance, average transaction value, merchandise margins, inventory turnover, and controllable expenses. Share results and recommendations with the Director of Business Operations
• Manage day-to-day financial performance, including sales forecasting, purchasing, inventory management, expense control, and merchandise margins, in alignment with approved budgets and financial goals
• Implement marketing campaigns, seasonal promotions, member offers, and exhibition-related merchandising in collaboration with Museum departments to increase foot traffic, sales, and customer engagement
• Plan and coordinate retail experiences, including artist and maker events, trunk shows, product launches, and other activities that attract new and returning visitors
• Cultivate a distinctive Shop identity through thoughtful merchandising, compelling displays, artist storytelling, and products that reflect the Museum's exhibitions, collections, and community
• Build customer loyalty and encourage repeat visits through exceptional service, personalized engagement, and creative promotional opportunities
• Analyze sales trends, customer feedback, and inventory performance to identify opportunities to improve product selection, merchandising, staffing, and overall profitability
• Identify opportunities to grow the Shop's reach, including new partnerships, sales channels, and retail experiences, in collaboration with the Director of Business Operations
• Partner with the Director of Business Operations to implement and refine the Museum's retail business plan ("retail playbook"), adapting operational practices and identifying opportunities to increase revenue, improve profitability, and respond to changing visitor interests and market conditions
• Build and optimize Shop-specific marketing across digital and in-person channels, including ecommerce campaigns, email, social, on-site storytelling, partnerships, and events, to improve traffic, conversion, and repeat purchasing
• Apply proven eCommerce merchandising, acquisition, conversion, and retention practices to build a scalable online sales channel that complements the physical Shop experience

Additional Responsibilities

• Attend leadership meetings, team building events and all other Museum meetings that is pertinent to the role
• Performs other related duties as assigned

Supervisory Responsibilities

• Directly supervises the Assistant Retail Buyer and Shipping & Receiving Coordinator. Provides indirect supervision to The Shop at PAM Supervisor and all other retail staff
• Decision making authority within department parameters
• Responsible for preparation of annual department budget and meeting financial targets
• Partially accountable for control of capital assets
• Partially accountable for long-range operation planning, while working with the Director of Campus & Retail Operations
• Recruitment, mentoring, performance management, training & coaching. Serves as a leadership example being clear on the strategic direction of the department, being accountable and holding others accountable, and centering collaboration and the values of the Museum

To be successful in this role, you have these requirements

• Bachelor's degree in business administration, retail management, marketing, or a related field (or equivalent professional experience)
• Minimum 7 years of progressive retail experience, including at least 5 years in retail management with responsibility for store operations, sales performance, merchandising, and financial results
• Minimum 3 years of supervisory experience, including hiring, coaching, performance management, and developing retail teams
• Demonstrated experience in retail buying, including product selection, vendor negotiations, inventory planning, merchandise pricing, and sales performance analysis
• Proven success in achieving revenue goals, managing budgets, controlling expenses, and improving retail profitability
• Experience in museum retail, art galleries, specialty retail, or other culturally focused retail environments preferred
• Demonstrated track record of building or scaling eCommerce sales and successful store-specific marketing programs, including measurable improvements in customer acquisition, conversion, or revenue.
• Demonstrated retail store management experience, including staff supervision, merchandising, inventory controls, POS systems, and customer service
• Visionary merchandising and curation judgment, with a strong understanding of emerging trends and the ability to create appealing experiences for a broad audience
• Proficiency in building and executing brand identity and marketing strategies
• Excellent interpersonal, communication, and collaboration skills, with the ability to build strong partnerships with local businesses and vendors, articulate a clear retail vision to senior leadership and board audiences, develop talent, and constructively incorporate feedback
• Strong market intelligence and analytical skills, with the ability to anticipate emerging retail trends, assess competitive dynamics, analyze customer data, identify opportunities for in-store and online sales growth, and cultivate relationships with Portland-area makers, businesses, and partners aligned with the Museum's mission
• Competitive, entrepreneurial, and deeply motivated to deliver a best-in-class retail experience; brings high standards, curiosity, and a strong ownership mindset

If you have any questions along the way including wanting to talk about a nontraditional career background, please reach out to HR.

Job conditions & physical activities

• Full-time, onsite position; schedule includes weekends and occasional evenings aligned with Museum and Shop activities (40 hours per week, with occasional additional hours needed based on operational demands and seasonal priorities)
• Occasional travel may be required
• On-call status
• Extensive computer work
• Frequently standing for extended periods during store or café operations
• Frequently moving throughout the retail space and café to monitor operations
• Frequently lift/push/pull/carry merchandise, boxes, or supplies, typically weighing up to 25-50 pounds
• Frequently reaching and bending to stock shelves, arrange displays, or retrieve items from storage
• Occasionally climbing ladders or steps to access higher shelves or storage areas
• Occasionally operating point-of-sale systems or computers for extended periods

This list highlights key physical and environmental conditions related to the role but is not an exhaustive representation of all job requirements. Additional tasks and expectations may apply based on operational needs.