The Institute for Contemporary Art at Virginia Commonwealth University presents the art of our time and provides an open forum for dialogue and collaboration across the region and throughout the world.

Opened on April 21, 2018, the ICA is a non-collecting institution that showcases an ever-changing slate of exhibitions, performances, films, and special programs that translate our world into every medium.

Admission is free and open to all.

The Manager of Retail, Cafe, and Visitor Experience is a critical member of the Institute for Contemporary Arts’ department of Facilities and Experience Design, overseeing the vision and all operations of the ICA Cafe, and the daily operations of the ICA Shop. The ICA’s retail program is a synthesis of carefully curated food, beverages, artist books and editions, storytelling, and intimate programming. It is firmly rooted in our commitment to create sustainable operations that support welcoming, inclusive, and curious art and artist-focused opportunities. Retail at the ICA is an open and dynamic endeavor, and amplifies the creative culture in Richmond and beyond. 

The Manager of Retail, Cafe, and Visitor Experience is an entrepreneurial and collaborative leader who works independently and is skilled at guiding visitors in making connections between the ICA’s retail program and the work we do in our galleries and beyond. A welcoming and knowledgeable staff is key to the visitor experience at the ICA, and the Manager of Retail, Cafe, and Visitor Experience ensures that retail employees conduct retail operations with the ICA’s ethos of hospitality and openness.

The Manager of Retail, Cafe, and Visitor Experience reports to the Director of Facilities and Experience Design, works with colleagues across the ICA, is supported by a team of hourly and student Visitor Experience Associates, and provides leadership, guidance, and expertise as a liaison between the ICA and the communities it serves.  

Application review begins August 15, 2023. 

Job Responsibilities 
Retail Operations (50%)
• Launch the ICA cafe, establish its operational vision, and envision its future as an extension of the mission of the ICA 
• Manage point of sale, establish revenue goals for the cafe and utilize sales and inventory data to optimize product selection and sales 
• Collaborate with the Assistant Curator of Commerce and Publications to bring together the ICA’s two retail components through aligned merchandising, retail offerings, in-store promotional events, customer service ethos, and related programming
• Manage all retail and food service operations, oversee quality control of all retail offerings, and delegate responsibilities to personnel
• Implement appropriate retail and food service inventory practices, manage food service purchasing, stay within budget, and maintain accurate records
• Coordinate with contract chefs and train staff on menu execution and any updates or changes to the menu
• Identify ways retail and food services can support ICA programs and events, and when appropriate, work with the Events team to provide food and beverage support for facility rentals and meetings
• Maintain ServSafe Manager, or equivalent ANSI-CFP, certification to ensure the highest state standards for food safety and cleanliness
• Supervise and guide staff towards utilizing effective sales strategies based on the mission and values of the ICA
• Refine, establish, and maintain standards and procedures for the receiving, checkout, ecommerce, inventory, shipping, and returns processes
• Ensure retail and cafe spaces are maintained, organized, and visually appealing
• Other duties as assigned

Visitor Experience (25%)
• Ensure visitors receive personal, engaged, and informed service that reflects a thorough understanding of operational and aesthetic decisions 
• Respond to all retail customer service concerns and inquiries in a timely and appropriate manner and across multiple channels – online, in-person, phone, etc.
• Maintain a deep knowledge of the ICA’s values and relate to visitors how those values are embodied by the work we do in all of our spaces and programs
• Collaborate with colleagues across the ICA and VCU to create experiences and programs that help guests make meaningful connections to the ICA and its mission
• Ensure retail staff are engaged, conversant in the ICA’s values and activities, and that student employees have the opportunity to participate in FUSE, the ICA’s student opportunities program

Administration (25%)
• Serve as the primary hiring supervisor for cafe and shop staff, evaluate staff performance, and initiate disciplinary action up to and including termination, when required
• Generate shift schedule for retail staff, ensuring full coverage and logistical support of retail functions, including daily operations, as-needed event and program support, food prep, merchandising, and order fulfillment operations
• Ensure daily inspections of all retail and food service areas, communicate facility repair needs to supervisor, VCU Facilities staff, and/or external contractors, and oversee equipment-related maintenance + repairs
• Enforce and model all policies and procedures
• Build and maintain vendor relationships
• Utilize sales and inventory data to optimize product selection and sales
• In collaboration with colleagues in the Communications and Administration departments, create and execute marketing and business strategy plans
• Establish and maintain a campus-wide network of institutional contacts and customers
• Oversee ServSafe or equivalent ANSI-CFP certification for cafe staff  
• Manage health inspections and resolve any related issues

•As needed, ensure adherence to Virginia ABC regulations 

 See full job posting for minimum and preferred requirements.

Salary Range: $63,000-$65,000