Manager, Retail Operations

J  o  b    D  e  s  c  r  i  p  t  i  o  n

JOB INFORMATION

Effective Date:

2/4/2026

Entity:

Wisconsin

Job Code:

411016

Job Title:

Manager, Retail Operations

FLSA Exemption Status:

Exempt

Management Level:

Manager/Program Director

JOB SUMMARY

The Manager, Retail Operations is responsible for the Gift Shop operations and staff within the UW Health System and Positive Image Center staff. Major responsibilities include hiring, supervising, coaching, and developing employees, budgeting and reporting for all retail locations, overseeing merchandising, buying, and inventory control.

ESSENTIAL DUTIES

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In consultation with the Director of Guest Services, establish annual gross and net sales goals. Monitor sales trends and volume. Reconcile operating statement and general ledger monthly.

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Collaborating with Friends of UW Health for annual donations.

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Establish open hours and make adjustments based on retail demand for each site location.

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Prepare annual budget based on analysis of previous data and sales and buying history for each site location.

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Operate and train computerized point of sale cash register and utilize its functions regarding inventory control, profitability, and cost of goods. Maintain a secure system for bank deposits and storage of cash on hand for each site location.

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Provide hospital accounting office with required documents and reports for financial reporting purposes. Provide bi-weekly reports to indicate gross revenue compared to prior fiscal year and volume transactions. Provide monthly cost of goods reports at all sites.

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Maintain security of gift shop to prevent/minimize theft and develop new strategies to prevent/minimize theft.

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Interview, hire, train and schedule employees and volunteers. Conduct annual performance reviews. Supervise daily responsibilities of staff and volunteers. Recommend resolution of grievances, discipline, and terminations.

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Support online website content.

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Create bi-annual purchase orders to maintain/assure funds for established suppliers within Oracle Cloud.

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Be present on sales floor and interact with customers.

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Develop relations with sales groups. Maintain a planning and buying guide for each site location based on target audiences.

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Establish and monitor operational procedures for the ordering, shipping and receiving of merchandise. Authorize receipt, inspection, and checking-in of merchandise. Audit freight charges.

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Monitor weekly and monthly inventory. Ensure inventory levels are appropriate to support visitor demand and profitability at each site location.

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Develop effective merchandising. Train and advise gift shop employees in the creation of visually appealing displays. Select, order, and install new shop equipment as necessary.

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Attend gift shows, seminars, and conventions to develop marketing strategies for products and cascade to sites.

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Market and promote the gift shop throughout the year, highlighting new and seasonal merchandise.

As needed, additional responsibilities reasonably within the scope of duties and physical requirements may be assigned.  ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS AND RESPECT FOR PEOPLE COMMITTMENTS.

X

Non-Clinical

JOB REQUIREMENTS

Bachelor's Degree

in Business, Marketing or related field

Required

Four (4) years of experience may be considered in lieu of degree, in addition to experience below.

3 years

of progressively responsible experience working in the hospitality, retail or healthcare industry; including six (6) months experience in a lead capacity

Required

Hospital gift shop experience

Preferred

Knowledge of Point of Sale (POS) system, both front-of-house cash register functions and back room computer management

Preferred

LICENSE, CERTIFICATIONS, AND REGISTRATIONS MUST BE MAINTAINED PER UW HEALTH POLICY. 

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Excellent customer service skills.

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Excellent verbal, listening, and written communication skills.

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Knowledge of and ability to use computers for entering merchandise, making price tags, and maintaining an inventory database.

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Knowledge of and ability to use computers, including a variety of word processing and spreadsheet software programs (i.e. MS Word and Excel).

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Ability to handle multiple priorities simultaneously.

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Demonstrate strong organizational skills.

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Ability to lead a team of employees and volunteers effectively and patiently.

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Must display good judgment and be a self-starter.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

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Sedentary: Sedentary work involves lifting no more than 10 pounds at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required occasionally and other sedentary criteria are met.

Up to 10#

Negligible

Negligible

☐

Light: Light work involves lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds. Even though the weight lifted may be very little, a job is in this category when it requires a good deal of walking or standing, or when it involves sitting most of the time with some pushing and pulling of arm or leg controls. To be considered capable of performing a full or wide range of light work, you must have the ability to do substantially all of these activities. If someone can do light work, we determine that they can also do sedentary work, unless there are additional limiting factors such as loss of fine dexterity or inability to sit for long periods of time.

up to 20#

Up to 10# or requires significant walking or standing or requires pushing/pulling of arm/leg controls.

Negligible or constant push/pull of items of negligible weight

☒

Medium: Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds. If someone can do medium work, we determine that they can also do sedentary and light work.

20-50#

10-25#

Negligible-10#

☐

Heavy: Heavy work involves lifting no more than 100 pounds at a time with frequent lifting or carrying of objects weighing up to 50 pounds. If someone can do heavy work, we determine that they can also do medium, light, and sedentary work.

50-100#

25-50#

10-20#

☐

Very Heavy: Very heavy work involves lifting objects weighing more than 100 pounds at a time with frequent lifting or carrying of objects weighing 50 pounds or more. If someone can do very heavy work, we determine that they can also do heavy, medium, light, and sedentary work.

Over 100#

Over 50#

Over 20#

Other - list any other physical requirements or bona fide occupational qualifications not indicated above:

Over 50 lbs.

UW Health does not require, nor does it expect that its employees lift more than 50 lbs unassisted. Objects in excess of 50 lbs should be lifted or moved with mechanical means or through a team lift. Employees in patient care areas are expected to utilize mechanical lifts and adhere to the "Use of Mechanical Lifts (Liko)" policy in the Patient Services Policy and Procedure Manual.

Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.

THE EMPLOYEE MUST BE ABLE TO COMPLETE ALL PHYSICAL REQUIREMENTS OF THE JOB WITH OR WITHOUT AN APPROVED ACCOMODATION. Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.