Grounded in photography, The Polygon Gallery creates space to challenge how we see the world. It is committed to a culture that is curious, bold, and generous. Operating for over forty-five years, the organization has produced over 300 exhibitions and numerous publications, earning a reputation as an adventurous public art institution.

The organization now seeks its first Head of Guest Experience & Retail Operations. Reporting to The Polygon’s Associate Director, and in collaboration with the Director of Sales, the Head of Guest Experience & Retail Operations is responsible for ensuring that The Polygon’s brand, vision, and values are reflected on its front line and in every aspect of its guest experience, while inviting revenue through the Admissions and Retail programs. The Head of Guest Experience & Retail Operations will create an exceptional and cohesive visitor experience, will oversee the staffing, sales, and operational needs of the Guest Services and Retail programs, and will bring strategy and training to encourage revenue, while directly managing the Buyer and the Guest Services & Retail Supervisor.

Duties and Responsibilities
-Overseeing daily operations and staff at Admissions and The Polygon Shop, and ensuring that The Polygon’s brand, vision, and values are reflected on its front line
-Strategically optimizing admissions revenue through such areas as customer interactions, signage, donation box, digital tap, etc.
-Setting monthly, quarterly, and annual sales targets, and working with direct reports to achieve sales goals in retail and admissions programs
-Having a visible shop presence, leading by example and consistently delivering The Polygon brand vision in-store and providing an exceptional customer experience
-Developing the retail pop-up program to increase sales and visitorship in both the pop-up and existing retail shops
-Enhancing the visitor experience in the lobby via check-in procedures, curation of seating, music, signage, wayfinding, etc.
-Creating and updating Gallery policies with the safety of visitors and staff in mind
-Hiring, training, and managing new Guest Services staff
-Overseeing and approving work schedules for all Guest Services staff and reviewing and approving weekly timesheets for payroll
-Operating and updating the Gallery’s POS, tap and Moneris systems, including troubleshooting basic functions, printers, and telephone systems
-Creating and feeding marketing content to Marketing Manager for shop promotion
-Working with the Financial Controller and Buyer to conduct an annual inventory count and reconciliation

Qualifications
The successful candidate will have education and/or professional experience in retail sales, customer experience, front-of-house management, operations, and sales and revenue development.

Also important is the ability to manage multiple projects, objectives, and deadlines; the desire to contribute to a small office environment, which requires being proactive and willing to wear many hats; and meticulous attention to detail.

Candidates should have superb customer-focused sales skills, familiarity with computerized POS and inventory systems and solid communication skills. Candidates must be able to lift heavy boxes and be physically active on the sales floor and in storage areas.

Knowledge of Lightspeed, Square, Raiser’s Edge and an interest in, and knowledge of, contemporary art are all definite assets.

Job Particulars
The Head of Guest Experience & Retail Operations will work 5 days a week, with a strong presence on the sales floor and in the lobby. Occasional flexibility to work evenings, and staffing store events, pop-ups, offsite events and special projects is required. Hours will be particularly heavy over holiday periods, especially in December.

All salaried Polygon employees earn a living wage as specified by Living Wage Canada – this position will earn $75,000 per year. The Polygon provides sufficient accommodations in work arrangements to ensure that employees are able to accomplish their work while maintaining healthy lives with personal obligations and passions outside of their careers. We encourage applications from candidates with a broad range of backgrounds, including age, race, ethnicity, indigeneity, gender identity or expression, sexual orientation, class, and ability.

This position is now closed

Photo: Alison Boulier