Manager of Retail Services

Brigham and Women’s Hospital, located in the heart of Boston, and is internationally known for cutting-edge technology and world-class innovation, focusing on patient centered care. Brigham and Women's Hospital is consistently rated as one of the top ten hospitals in America by US News and World Report.



 

GENERAL SUMMARY/OVERVIEW STATEMENT

 

Responsible for the overall direction, coordination and management of the Brigham and Women’s retail operations which include gift shop and food vendor relationships.  This role is responsible for creating a single ‘look’ and ‘feel’ for BWH retail operations.

 

This responsibility includes:

 

1.  establishing sales and satisfaction goals and strategies

2.  managing financial performance

3.  improving the quality of service and retail offerings

4.  innovating in offerings, marketing and consumer trends.

5.  overseeing staff and vendors for various retail operations (including e-commerce site).

 

Responsible for developing additional retail locations, as needed, including all aspects of space planning, design and implementation.

 

Responsible for meeting or exceeding planned revenue goals.

 

PRINCIPAL DUTIES AND RESPONSIBILITIES

Develops and manages expense and revenue budget with sales and margin goalsProvides financial analysis for revenue stream and departmental transfers.Defines quality customer service, on-going communications, feed back and follow-through with customers/peers.Maintains inventories and pricing policiesInnovates in the area of product marketing, display, consumer demand, etc, create and deploy loyalty programMaintains fiscally sound operations by preparing and managing the annual operational and marketing budgets. Includes good record keeping, accounting, inventory maintenance and POS reportingRecruits, interviews, hires, evaluates, trains and terminates all staff; develops and implements programs to train employees; maintains records and documentation; develops, plans, and recommends short and long range staffing needs; guides employees through changes.Develops and reviews all capital budgets as requiredDemonstrates the highest ideals of business ethics in working with staff and vendors.Develops programs that seek to maximize productivity and increase operating efficienciesSeeks opportunities to develop and grow gift shop workforce

 

SKILLS AND ABILITIES REQUIRED

 

Expertise and knowledge

 

Expertise in retail a must - a District Manager or above.  Knowledgeable about hospital based retail and/or food operations preferable.

Demonstrated service excellence

Must posses a high level of professionalism, seeking to understand and respond quickly to the needs of others, taking responsibility to find solutions, and seeking ways to improve outcomes and service through innovation, creativity and the use of best practices. Ability to identify current and future customer needs by establishing rapport with current and potential customers. Communication skills

Must possess strong communication skills both written and verbal to be able to communicate efficiently and effectively with a diverse group of employees possessing a wide range of ethnic backgrounds, hospital administrators, staff and vendor representatives.

 



QUALIFICATIONS

 5 or more years continually advancing experience in retail and/or retail food management.

 B.S. degree in Food Service/Hotel/Restaurant Administration or related field with courses in Marketing and Business Administration.  Professional registration or equivalent preferred.

 Must have knowledge of Point of Sale systems, Word, Excel and spreadsheets.

 Must be knowledgeable of local, state and federal regulations pertaining to the production and serving of food, the Sanitary Code and legislation affecting personnel management.

 

 

SUPERVISORY RESPONSIBILITY

 Overall responsibility for FTE’s  Directly responsible for the supervision and direction of 3 Managers.  Preceptor for Dietetic Interns during Retail rotation.

 

 

 

Brigham and Women’s Hospital is an EEO, AA and VEVRAA employer.

 

 

 

To learn more about BWH, please apply online or contact Ed Weeks at eweeks@partners.org