Welcome Center Retail Manager

Reports to:  Sr Director, Destination Experience 

Status:  Full Time (40+ hours) 

FSLA:  Exempt 

Compensation : $68,000 - $72,000/annually

Travel:  Local event sites and venues within a 30-mile radius, as needed 

Schedule:  Includes weekends/holidays based on visitor demand and activation schedule. May require occasional early mornings/evenings for activations, deliveries, or seasonal resets.  

Experience Columbus Overview  

Experience Columbus is the destination marketing organization for the city of Columbus, which is the 15th largest city in the United States and one of the fastest growing cities in the Midwest. Our team is comprised of passionate, smart staff members who are proud to amplify the Columbus community and the amazing people, developments and businesses in our city. Just like the community we serve, Experience Columbus team members are open-minded, hard-working, and welcoming. Beyond our forward-thinking professional development and flexible policies, we're proud to be a progressive, vibrant, and uplifting workplace.  

Every day, the team strives to live out each of the organization's core values: Value the Voices, Take It On, Live Your Passion, Create Moments and Think Forward. We incorporate these into daily responsibilities and meetings, and they're crucial to our organization's interactions with partners and community members — we honor our past and are always looking to the future.  

Job Overview:

The Welcome Center Retail Manager is responsible for the day-to-day operation and performance of the Columbus Welcome Center and retail experience. This role leads retail program: inventory, point-of-sale operations, customer service standards, and sales performance—while also serving as an on-site partner to the events and marketing team to execute in-center activations that bring the destination brand to life. The Manager ensures that the space is welcoming, efficient, and consistently reflects the organization's brand and community. 

Job Duties and Responsibilities:

Retails Operations and Guest Experience

• Manage daily operations of the welcome center retail environment (opening/closing, payment handling, POS, customer service standards).  
• Deliver a consistent, high-quality guest experience for visitors and residents; respond to customer needs and resolve issues in a timely, professional manner.  
• Maintain a clean, safe, organized, and visually compelling 2,000 sq. ft. environment.  
• Build staff schedules and hours of operations to match peak visitor times, activations, and seasonal volume. 

Merchandising and Sales Performance

• Plan and execute merchandising strategies (product placement, signage, seasonal refreshes, featured local makers). 
• Monitor sales performance and customer trends; recommend adjustments to product mix and merchandising to meet revenue goals. 
• Train staff on product knowledge and selling behaviors that feel authentic and guest-first. 

Inventory and Vendor Management

• Oversee inventory processes: ordering, receiving, pricing, stocking, cycle counts, and shrink prevention. 
• Manage relationships and agreements with local makers and vendors; process invoice payments 
• Manage Visitor Guide fulfillment program. 
• Maintain accurate inventory records and prepare reports on sales and stock levels.
• Track prize redemption on all Columbus trails; maintain trail prize inventory
• Keep relocation resources/inventory up to date and accessible; “Welcome to Columbus” promotion box fulfillment 

Activations and Onsite Experiences

• Execute on-site activations in coordination with the events and marketing team (product launches, pop-ups, community partner features, seasonal programming, media moments). 
• Support activation logistics including run-of-show, staffing coverage, basic setup/tear-down, and on-site troubleshooting. 
• Ensure activations align with brand standards and enhance the guest experience without disrupting retail operations. 

People Leadership

• Train and supervise part-time staff ; set clear expectations for service, accuracy, and professionalism; provide coaching and feedback.
• Engagement and participation in Experience Columbus events, activities and training.

Administrative, Reporting & Budget Support

• Track and report key metrics (daily sales, average transaction, best sellers, inventory turns, visitor interactions as applicable). 
• Support retail budgeting and forecasting; identify opportunities to improve margin, reduce waste, and grow revenue. 
• Follow organizational policies for purchasing, approvals, and financial controls. 

Job Specific Requirements

Experienced in the following areas (5+ years of experience through education, work experience or a combination of both):

• Retail operations experience (store leadership, merchandising, inventory, and POS).
• Supervising staff and building schedules.
• Experience working with local makers/artisans and/or curated retail assortments.
• Event/activation support experience (pop-ups, community programs, brand experiences).
• Experience working at a Destination Marketing Organization (DMO), tourism, hospitality, museums/cultural attractions, or destination retail a plus

Guest-first mindset and strong interpersonal skills

Organized, detail-oriented, and process-driven

Visual merchandising and brand sensibility

Accountability with credit card handling and inventory controls

Proficient in POS systems and basic reporting (Excel/Google Sheets), familiarity with Shopify POS Square or similar systems a plus

Strong customer service and problem-solving skills; calm under pressure and able to adjust quickly

Experience Columbus Requirements

• Demonstrates strong written and verbal communications skills  
• Demonstrates flexibility and openness to new ideas, and different perspectives 
• Demonstrates the ability to work independently but also can be a collaborative team member
• Demonstrates a strong commitment to fostering a culture of innovation and collaboration
• Demonstrates a strong commitment to Diversity, Equity, Inclusion and Accessibility  
• Proficient in Microsoft Suite 365, Outlook, PowerPoint and Word, and related software
• Ability to work flexible hours, including evenings, weekends, and holidays
• Familiar with and advocate for the Columbus region
• Demonstrates a commitment to our company values: Value the Voices, Think Forward, Take it On, Create Moments and Live your Passion
• The organization requires all employees to obtain and maintain the Experience Columbus Insider (ECI) accreditation

Physical Demands

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• This role is primarily performed in a public-facing retail/visitor environment. Job duties may involve extended periods of standing or moving throughout the space, using a computer/POS system, and occasionally positioning merchandise or materials
• Ability to move/lift/stock merchandise and support basic setup for activations (being on the store floor for extended periods).

The duties of this position may change from time to time. Experience Columbus reserves the right to add or delete duties and responsibilities at the discretion of Experience Columbus or its managers. This job description is intended to describe the general level of work being performed. It is not intended to be all inclusive .

Equal Opportunity Employer:

Experience Columbus and the Greater Columbus Sports Commission provide equal employment opportunities to all employees and applicants for employment. We embrace diversity and are committed to creating an inclusive environment for all employees. 

Qualified applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

Experience Columbus is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you are a qualified individual with a disability, or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access the Experience Columbus Careers website because of your disability. We will make a determination on your request for reasonable accommodations on a case-by-case basis. If you need accommodation or assistance in using the Experience Columbus Careers website,  please call 614-221-6623.