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Visitor Experience Manager

(Full-Time)

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, will manage ticketing system, 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. This position reports to the Deputy Director, Communications and Marketing and works collaboratively with colleagues across the Museum.

The Museum of Arts and Design (MAD) champions contemporary makers across creative fields and presents the work of artists, designers, and artisans who apply the highest level of ingenuity and skill. MAD provides an opportunity for employees to enrich and develop their love of the art, craft and design while contributing their specific skills, expertise and talents.

PRIMARY 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 contributing to quarterly board reports; streamline reporting to ensure accuracy, usefulness across departments, 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 the 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 along with Visitor Experience Lead, 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, Google) with the Marketing team. Manage relationships with third-party partners (including invoicing, updating exhibition offerings, etc.) 
  • Encourage on-site promotion and sale of paid public program tickets; support the creation of 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 and distribution of tasks for the Visitor Experience team, allowing for flexibility and responsiveness in support of institutional goals and priorities. 
  • Oversee process for booking of Group Tours (guided and self-guided); collaborate with Marketing to grow revenue stream. 
  • Spearhead audience evaluation projects and visitor surveys, as required. 

QUALIFICATIONS 

  • Bachelor’s degree preferred, but experience is the most important qualification.
  • 3 to 5 years of visitor services experience, or equivalent sales, marketing, or customer service experience within a cultural institution or comparable environment, with a proven ability to manage staff. 
  • Demonstrated experience with data tracking, analysis, and ticketing software systems required. Proficiency with ACME and or Tessitura strongly 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. Additional language skills, a plus. 
  • Availability to work evenings and weekends, as needed. 

Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications.  We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If much of this job posting describes you, then please apply for this role.

COMPENSATION AND BENEFITS

MAD offers a competitive salary in the range of $60,000 - $65,000 depending on experience, and excellent benefits and perks, including:

  • Medical, dental and life insurance and disability coverage
  • 403(b) basic retirement plan
  • Paid time off, including vacation, personal and sick leave. 
  • Flexible spending accounts (pre-tax income for eligible health care expenses)
  • Commuter benefits (pre-tax income for parking or mass transit expenses)
  • Access to a variety of cultural institutions, discounts to museum stores, and a stimulating and collegial work environment.

MAD provides equal opportunity to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, national origin, ancestry, age, mental or physical disability, pregnancy, alienage or citizenship status, marital status or domestic partner status, genetic information, genetic predisposition or carrier status, gender identity, HIV status, military status and any other category protected by law in all employment decisions, including but not limited to recruitment, hiring, compensation, training and apprenticeship, promotion, upgrading, demotion, downgrading, transfer, lay-off and termination, and all other terms and conditions of employment.

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