Retail Manager

The Role

The Retail and Online Sales section is responsible for managing the commercial aspects of the Memorial: the Memorial Shop onsite and online, the eBusiness unit (Memorial Collection sales), café’s and events catering, publications and brand licensing through commercial suppliers.

The Memorial is undergoing a period of significant change delivering a complex, multi-year major construction and gallery development project. As part of the development project, the Memorial’s retail operation opened a new store in January 2025 in an expansive retail space of over 150 square metres in the Memorial’s new Main Entrance. Under the direction of the Head of Retail and Online sales, the Retail Manager will play a significant role in developing the new retail premises with the objective to deliver a class leading, international benchmark for museum and gallery retail. 

The Retail Manager is responsible for a range of functions which include: day to day management of the retail operations; development and supervision of the retail team to meet revenue and performance KPIs; ownership of the Profit and Loss performance including provision of ongoing standard retail KPI reporting; buying of shop merchandise and managing inventory levels at a profitable and high performing level and administration of the inventory management system (Cin7 and Shopify Plus platform). The role also assists the Head of Retail and Online Sales with the development of AWM branded merchandise. 

This role suits an experienced retail manager with demonstrable knowledge of retail performance reporting, a leader committed to learning and development for themselves and the team under their management, and a commitment to the Memorial’s Values and Behaviours.

Additional Requirements 

The Memorial is an active member of MSAANZ Museum Shops Association of Australia and New Zealand and the Retail Manager will be expected to travel for annual MSAANZ conferences and Australian based trade fairs. 

Weekend and out of hours work will occur occasionally when required. The successful candidate will be expected to spend a minimum of 6 hours per week on the shop floor.

• Responsibility for the delivery of exemplary customer service to Memorial guests and visitors by the retail team.
• Management of the Memorial retail operations including the AWM Shop onsite and the ecommerce Shopify platform.
• Embedding the Memorial’s Values and Behaviours within the retail team.
• Responsibility for the profitability and cost management of the retail operation.
• Utilise inventory management and POS systems to provide accurate KPI reporting and provide strategic insights and advice to the Head of Retail and Online Sales.
• Management of recruitment, rosters and the effective and efficient workplace activity of your direct reports.
• Manage the inventory of the operation to ensure stockturn targets and associated performance KPIs are met or exceeded. 
• Under Direction from the Head Retail and Online Sales, implement Memorial policies and procedures and maintain appropriate records. Polices include but are not limited to WHS, procurement, employment, and financial management standards.
• Work effectively with Memorial suppliers and stakeholders to negotiate high margin returns and favourable trading conditions to drive revenue.
• Work closely with Head of Retail and Online Sales in strategic planning and development of the Memorial Shop including identification of product development opportunities.
• Manual handling and movement of a wide range of objects as required, including but not limited to shop merchandise, boxes and packages.
• Visual presentation of the Memorial Shop and merchandise to maximise revenue and provide an engaging retail experience.
• Undertake special duties or projects as directed by the Head of Retail and Online Sales.

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
• All applicants external to AWM that are offered employment will be required to successfully undergo a National Police Check, even if they currently hold a security clearance. The check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

The Memorial is committed to workplace diversity and maintains an environment that values the contribution of people from different backgrounds and experiences. The Memorial welcomes applications from Aboriginal and Torres Strait Islander people, veterans, mature age people, people from diverse backgrounds, and people with a disability.

The Australian War Memorial combines a shrine, a world-class museum, and an extensive archive. The Memorial's purpose is to commemorate the sacrifice of those Australians who have died in war or on operational service and those who have served our nation in times of conflict. Its mission is leading remembrance and understanding of Australia’s wartime experience.