Visitor Experience Manager

Museum of Arts and Design

The Museum of Arts and Design (MAD) seeks a full-time Visitor Experience Manager to ensure a welcoming and positive experience for all visitors. This fast-paced position will be responsible for all aspects of customer service related to public admissions at the Museum, which receives over 250,000 visitors annually, and will oversee all related data analytics and reporting. An active member of the front-line customer service team, the Visitor Experience Manager will hire, train, and manage a team of Visitor Experience Associates, who serve as the primary greeters to Museum visitors. The successful candidate will possess excellent interpersonal skills, an ability to genuinely welcome and inform a wide range of visitors, demonstrated management abilities, the capacity to prepare and analyze data, and oversee daily ticketing/sales transactions. The position reports directly to the Deputy Director, Communications and Marketing.

Responsibilities
  • Foster a warm and welcoming environment for Museum visitors, ensuring that they are informed about daily programming and other offerings, including membership.

  • Promote and sell memberships, and provide member support, as needed. Establish and enforce concrete weekly targets for membership sales by Visitor Experience Team.

  • Oversee maintenance and utilization of admissions and ticketing software; manage sales transactions, including tracking, reporting, cash management, and opening and closing procedures.

  • Compile attendance data and prepare weekly reports, as well as quarterly board reports; streamline reporting to ensure accuracy, and establish best practices for data collection.

  • Serve as a super user of ticketing software, support training of colleagues across the Museum to empower them to handle basic tasks, defining and instilling best practices.

  • Hire, train, and manage Visitor Experience Associates; foster consistent standard of service among all associates.

  • Provide daily updates on Museum offerings to all Visitor Experience Associates, and notify team of important guests and special events and activities.

  • Develop and evolve customer service guidelines distributed to all front-line staff.

  • Facilitate Visitor Experience Associate walk-throughs of exhibitions and briefings of events; Devise and implement strategies for enriching the visitor experience.

  • Collect and report visitor feedback, received on premise, via email, and via online sources; and monitor the MAD Information inbox, responding to or redirecting inquiries.

  • Ensure effective, on-brand admissions desk operations through monitoring of collateral materials and supplies, and ensuring that promotional materials are readily available.

  • Oversee requirements to sustain and grow third-party admissions partnerships (i.e., New York Pass, Groupon) in collaboration with the Marketing team.

  • Encourage promotion and sale of paid public program tickets; create special event registration links (members openings, etc.), as needed.

  • Develop protocols for routine collection of email addresses and other key demographic information; collaborate with Marketing on system to add email addresses to master list.

  • Create staffing structure for the Visitor Experience team, allowing for flexibility and responsiveness in support of institutional goals and priorities.

  • Oversee booking of Group Tours; collaborate with Marketing to grow revenue stream.

  • Spearhead audience evaluation projects and visitor surveys, as required.

Requirements
  • 3 to 5 years of visitor services experience, or equivalent sales, marketing, or customer service experience within a cultural institution, with a proven ability to manage staff.

  • Demonstrated experience with data tracking, analysis, and ticketing software systems required. Proficiency with ACME preferred.

  • A professional, warm, and positive attitude, coupled with strong customer service, problem-solving, and interpersonal skills.

  • Excellent organizational and team-building skills. Ability to multi-task and handle competing priorities.

  • Excellent oral and written communication skills, with the ability to effectively impart Museum policies and offerings to visitors.

  • An interest in art, craft, and design, with an eagerness to learn about MAD’s exhibitions and programs, and to play a critical role in supporting MAD’s vision for the future.

  • Experience in tourism and hospitality industry, a plus. Foreign language skills, a plus.

  • Availability to work evenings and weekends, as needed.

How to Apply

Please email your resume, cover letter (including desired salary), and the names and contact details of four professional references to madmarketing@madmuseum.org with the exact subject line “Visitor Experience Manager.” Applications without cover letters and salary requirements will not be considered. Please indicate available start date in the cover letter. Only eligible candidates will be contacted for an interview. No phone calls, please.

The Museum of Arts and Design is an equal opportunity employer and does not discriminate in the hiring of personnel on the basis of race, creed, color, religion, national and ethnic origin, gender, age, Vietnam-era veteran or disabled veteran status, sexual orientation, marital status, disability, or any other projected status as provided by law.

Contact
Posted on November 4