Manager of Retail and Visitor Services

The International Crane Foundation (ICF) in Baraboo, Wisconsin, is seeking an experienced Manager of Retail and Visitor Services to oversee our George Archibald Welcome Center. Are you a passionate advocate for wildlife conservation with a flair for storytelling? Would you like to be surrounded by people who are passionate about our mission, dedicated to the organization, and engaged with their fellow staff and associates? Then read on.

The International Crane Foundation (ICF) is dedicated to the conservation of cranes and their habitats worldwide. We work collaboratively with global partners to protect these magnificent birds through research, education, and community engagement. Our mission is driven by a commitment to biodiversity and a passion for wildlife conservation. Since opening in May 2021, the George Archibald Welcome Center has welcomed visitors to the Cranes of the World Experience, showcasing all 15 of the world’s crane species through interactive exhibits, a 50-seat theater, and a thoughtfully curated gift shop filled with unique merchandise.

In this vital role, you will oversee all aspects of the physical and online gift shops, crafting innovative marketing strategies to promote our stores and events, while also setting and reaching annual revenue goals. You will also lead the selection and development of merchandise, ensuring that it reflects our commitment to sustainability and education. In addition to overseeing retail operations, you will facilitate seamless daily admissions and membership sales, serving as a key storyteller by sharing a compelling narrative that connects visitors to the heart of our work. Your leadership will extend to leading a talented team, including a year-round Assistant Manager and seasonal Visitor Services Associates during our visitors’ season from May through October. You will empower your staff to become ambassadors of ICF’s story, ensuring that every interaction is infused with enthusiasm and knowledge.

We offer a comprehensive benefits package with generous employer contributions toward premiums. Benefits include health, dental, vision, 401(k), a generous time off package, and more. The salary range is $50,000 and $55,000. The position is primarily on-site at our headquarters in Baraboo, WI. During the visitor’s season (May – October) our visitor center is open daily from 9am-5pm. The position involves occasional travel requirements. Our collaborative and supportive work environment encourages innovation and creativity. This position is ideal for those who thrive in a fast-paced environment and are eager to make a meaningful impact to global conservation.

Essential Duties:

  • Manage and supervise the gift shop and web store, including product and vendor selection, new merchandise development, administrative reporting, merchandising, and inventory control.
  • Supervise and train a year-round full-time Assistant Manager and a team of seasonal Visitor Services and Sales Associates during the visitor season (May through October).
  • Oversee sales of daily admissions and memberships in the Welcome Center during the visitor season.
  • Provide branded, proprietary, custom, educational, fair trade, and environmentally friendly merchandise in all sales outlets.
  • Create an engaging and innovative retail experience, connecting merchandise to mission whenever possible.
  • Work with External Affairs to market and promote the physical and web stores and remote sales events through print, radio, social and digital media.

Additional Duties:

  • Supervise and participate in order fulfillment for web store.
  • Set and reach annual revenue goals.
  • Oversee hiring, training, and scheduling of all Visitor Services and Gift Shop personnel.
  • Ensure Visitor Services and Gift Shop staff provide the highest level of customer service for all visitors.
  • Execute established processes and procedures associated with the admissions desk and gift shop including cash handling and daily reporting for the Finance Dept.
  • Work closely with all departments to ensure the smooth execution of Specialty Tours, promotions, and special events.
  • Develop and distribute monthly digital gift guides to an electronic subscriber list.
  • Conduct annual inventory count and participate in audit as needed.
  • Ensure compliance of ADA regulations throughout our public site for our staff and visitors.
  • Ensure ICF’s Diversity, Equity, and Inclusion Policy is adopted by the Visitor Services Staff and is carried out for the benefit of our staff and visitors.
  • Adopt and employ AZA accreditation requirements for Visitor Services and Retail.
  • Travel to and facilitate outreach and seasonal opportunities for the gift shop beyond the George Archibald Welcome Center. Examples include crane festivals around the country.

Job Requirements:

  • Minimum of 3 years of retail management, including employee supervision and training, accounting, inventory management, and merchandising.
  • Experience with E-commerce and/or management of online sales.
  • Proficient with Point-of-Sale retail/inventory management software.
  • Excellent interpersonal skills, including the ability to work well with individuals of diverse backgrounds.
  • Ability to manage multiple projects simultaneously and work in a fast-paced, often changing environment.

Physical Abilities and Work Environment:

The physical abilities and work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to operate computer and phones.
  • Ability to communicate with fellow staff, visitors, and donors. Communication will include both one-to-one communication and group communication. Communications needs to be in English. Communication means both written and oral communication.
  • Ability to move around visitor center and store assisting customers.
  • Ability to lift and move up to 25 pounds.
  • Ability to spend long periods of time stocking and packing merchandise. This includes bending, stooping, and reaching.
  • Work environment is typically indoor, clean, and climate controlled, though occasional trips across campus are required.
  • Noise is typical with that of a store and can vary from moderate to occasionally loud when groups are present.

How to Apply: Apply in minutes by sending a cover letter, resume, and references as a single document to [email protected] with the subject: “Retail Manager.”

If you’re ready to share the ICF story and drive our mission forward, we want to hear from you. Join us in inspiring communities to engage in wildlife conservation and make a difference!