Supervisor, Retail Experience

Lucasmuseum · Los Angeles

ABOUT THE LUCAS MUSEUM OF NARRATIVE ART
Opening in September 2026, the Lucas Museum of Narrative Art is dedicated to illustrated storytelling.  Founded by George Lucas and Mellody Hobson, the museum’s collection features works by artists including Norman Rockwell, Kadir Nelson, Jessie Willcox Smith, N. C. Wyeth, Beatrix Potter, Judith F. Baca, Frida Kahlo, and Maxfield Parrish; as well as comic art legends such as Winsor McCay, Jack Kirby, Frank Frazetta, Alison Bechdel, Chris Ware, and R. Crumb; and photographers Gordon Parks, Henri Cartier-Bresson, and Dorothea Lange. The Museum also houses the Lucas Archives, containing models, props, concept art, and costumes from Lucas’s filmmaking career. 
 
Designed by Ma Yansong of MAD with a landscape by Mia Lehrer of Studio-MLA, the Museum is in Exposition Park, Los Angeles, on an 11-acre campus that includes new green space and a 300,000-square-foot building with galleries, two theaters, a library, restaurant, café, retail store, and community spaces.  
 

POSITION SUMMARY

Reporting to the Assistant Manager, Retail Experience, the Supervisor, Retail Experience supports frontline engagement and service excellence initiatives that create an inclusive, welcoming, and memorable retail environment. This role fosters a customer-first culture by guiding team execution, reinforcing service standards, and providing on-the-floor leadership and coaching aligned with the organization’s mission, values, and brand identity. 

Additionally, the Supervisor supports sales performance and operational goals through consistent execution of service standards, effective team communication, and responsive frontline leadership. The role helps resolve service issues, maintain staff readiness, and promote customer loyalty and repeat visitation through strong day-to-day supervision. 

RESPONSIBILITIES

  • Support the Assistant Manager, Retail Experience in creating a welcoming, inclusive, and customer-focused retail environment that delivers an exceptional guest experience. 

  • Provide daily frontline leadership and on-the-floor support to ensure consistent execution of customer service standards and positive guest interactions. 

  • Foster a “customer-first” culture by modeling service excellence, professionalism, responsiveness, and inclusive engagement practices. 

  • Support and coach frontline staff in delivering memorable visitor experiences that align with the organization’s mission, values, and brand identity. 

  • Assist with onboarding and ongoing staff training focused on guest engagement, service recovery, communication, and product knowledge. 

  • Help monitor guest interactions, customer feedback, and sales activities to support customer satisfaction, loyalty, repeat visitation, and revenue goals. 

  • Serve as a frontline resource for resolving guest concerns, de-escalating service issues, and ensuring timely and professional follow-through. 

  • Partner with leadership to communicate daily priorities, promotions, programs, events, and service expectations to frontline staff. 

  • Observe customer traffic patterns and team workflow to help identify opportunities that enhance service flow and the overall visitor experience. 

  • Maintain a visible and approachable presence on the sales floor to support staff, engage guests, and reinforce a positive retail atmosphere. 

  • Support a collaborative and engaging team culture grounded in accountability, inclusivity, and exceptional service. 

  • Promote Diversity, Equity, Inclusion, Accessibility, and Belonging (DEIAB) through respectful leadership, inclusive service practices, and equitable team support

QUALIFICATIONS

  • 2+ years of customer-facing experience in retail, hospitality, visitor services, guest experience, or a related customer service environment, preferably within an arts and cultural institution or prominent consumer brand. 

  • High school diploma or equivalent required. 

  • Experience supporting, training, coaching, or supervising team members in a fast-paced retail environment desired but not required 

  • Strong customer service and interpersonal skills, with the ability to engage diverse audiences and professionally resolve guest concerns in a fast-paced environment. 

  • Experience supporting customer engagement initiatives, service standards, and team performance within a customer-centered environment. 

  • Strong communication, relationship-building, and problem-solving skills, with the ability to provide clear direction and responsive support to staff and guests. 

  • Ability to remain adaptable, composed, and solution-oriented while managing multiple priorities and shifting guest needs. 

  • Collaborative work style with the ability to build positive working relationships across teams and departments. 

  • Commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging (DEIAB) and creating welcoming experiences for all guests and team members. 

  • Proficiency with POS systems, retail technology, and Microsoft Office preferred. 

  • Flexible availability, including evenings, weekends, holidays, and special events as needed. 

  • Passion for creating engaging retail and visitor experiences that support the museum’s mission, storytelling, brand, and community engagement goals. 

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