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Job description
Location: In-person - Madison Square Garden UMusic Shop, NYC
Compensation: $65,000-$75,000 Base Pay + Commission + 401k with Match + 3 weeks PTO +Medical, Dental & Vision Benefits!
The Araca Group is a leading, global entertainment & merchandising company that has been prospering for 28 years thanks to our innovative and collaborative team members.
Araca’s employees act as brand ambassadors, creating live-event and ecommerce merchandise experiences for some of the world’s top entertainment properties including Wicked, Beetlejuice the Musical, Bluey’s Big Play, Back to the Future the Musical, Hadestown, The Book of Mormon, Jeopardy, Wheel of Fortune, Ghostbusters, and many more.
We are in search of a General Manager, UMusic Shop to join our Customer Experience team and to report to our VP of Customer Experience (NYC).
Position Summary
The Universal Music Store, located 2 Penn Plaza, is UMG’s first permanent brick-and-mortar, superfan retail experience in North America. Operated by The Araca Group, the space brings artist campaigns to life while serving as a hub for exclusive artist merchandise, new releases, and live activations, connecting fans directly to the music and artists they love.
The General Manager of UMusic Shop reports to the VP of Customer Experience (NYC). This position leads a store team, including merchandise managers, that conducts experiential retail sales and addresses customer concerns. The position works across multiple departments and stakeholders to facilitate an exemplary retail store and resolve successes and complications with the on‑site Customer Experience team.
Essential Duties and Responsibilities
Lead retail store team including two+ managers and approx. 20 sales associates
Ensure compliance with and training of Araca’s Sales & Service Standards & Guest Artist’s Brand Standards
Monitor and Report weekly on salesmanship expectations in-store (i.e. ADT, UPT, Traffic Analysis, Goal vs. Actual)
Monitor & Resolve any service recovery with store team and Araca’s internal customer service team (i.e. Customer Service complaints, facilitating replacement items for in‑store customers)
Participate in select Sales Associate hiring in conjunction with CX, HR & Operations colleagues
Liaise with retail scheduling manager to facilitate streamlined scheduling as well as supervised employees’ training and compliance in Araca’s scheduling software
Serve as principal retail representative during Artist Activations/ In‑Store Events
Collaborate with CX, Ops and Inventory Teams to facilitate labor assistance (i.e. additional/reduced sales associates, delivery assistance, store floor set ("flip") staffing, etc)
Enhance and encourage profitability through collaboration/recommendation of sales practices, staffing allocations, and floor set adjustments
Approve weekly payroll timesheets, commission payments, and time‑off requests for store sales associates
Facilitate introduction of direct reports to their interdepartmental and external colleagues
Facilitate prompt accident reporting, illness reporting, harassment reporting, and disciplinary actions with VP of CX
Attend interdepartmental meetings that occur on weekly, bi‑weekly, monthly and quarterly cadences
Regularly review Customer Experience and Employee feedback to inform and improve practices and maintain highest possible standards
Strong leadership and team management skills
Exceptional organizational and project management abilities
Ability to thrive in fast‑paced, ever‑changing environments
Creative eye with a strong sense of visual presentation and branding
Ability to execute visually compelling retail environments
Excellent communication and relationship management skills
Solutions‑oriented with the ability to handle last‑minute challenges
Requirements
3-5 years of retail management, event production, or account management experience
Extensive & current knowledge of the music industry and trends across multiple genres
Proven experience managing teams in a fast‑paced, high‑visibility environment
Strong background in event planning or experiential retail
Experience working and communicating with multiple stakeholders
Tech‑savvy and adaptable to systems such as NetSuite, Teams and CRM tools
Proficiency in MS Office Suite (Word, Excel, PowerPoint) and other relevant software applications
Missing some of these requirements, but know that you’re the right fit? We encourage you to apply and tell us why.
The Araca Group is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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Worksite address
new york, NY, 10261, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.