Opportunities

(Full-Time / Permanent)

The Museum of Arts and Design (MAD) seeks a full-time Visitor Experience Manager. This Manager will be responsible for all aspects of customer service related to visitation at the Museum, including the Museum’s admissions ticketing system. The successful candidate will possess excellent interpersonal and problem-solving skills, demonstrated administrative, operational, and management experience, and the capacity to prepare and analyze data. The Visitor Experience Manager is a member of the Marketing and Communications Department and reports directly to the Director of Marketing and Visitor Services.

COMPENSATION AND SCHEDULE

This is a full-time, onsite, exempt position with compensation between $60,000-$70,000 per annum. Your anticipated schedule will be Monday through Friday 9:30 am–5:30 pm, flexibility will be required from time to time.

DUTIES AND RESPONSIBILITIES

• Represent the Museum and articulate the Museum’s vision to visitors, groups, patrons, and supporters. Be an active, frequent presence in the lobby, working behind the admissions desk as needed, while always ensuring the Visitor Experience team provides a warm and welcoming experience for all.
• Supervise Visitor Experience’s team of associates (VEAs) on daily basis; providing relevant and regular training, feedback, guidance, professional development, etc. Create staffing schedules and distribution of tasks in support of institutional goals and priorities.
• Keep VEA staff apprised of daily events and updates for the Museum.
• Manage recruitment for open positions on the Visitor Experience team and make hiring recommendations for staff vacancies.
• Work with MarComms team to develop scripts for VEAs to use when answering questions about exhibitions, events, ticketing, etc.
• Oversee maintenance and utilization of ticketing software; manage sales transactions, including tracking, reporting, cash management, and opening and closing procedures.
• Serve as a super-user of ACME ticketing software: keep pricing and scheduling updated, prepare requested reports, and support training of colleagues across the Museum to empower them to handle basic transactional tasks using best practices.
• Compile attendance data and prepare weekly reports and contribute to quarterly board reports; streamline reporting to ensure accuracy, usefulness across departments, and establish best practices for data collection.
• Support third-party admissions partnerships (i.e., New York Pass, Groupon, Google, Get Your Guide). Manage third-party partners’ billing and updates of exhibition offerings, etc.
• Support development and implementation of strategies for VEA team to upsell membership, public program tickets, and group/tours sales.
• Manage the collection of email addresses and other key demographic information.
• Collect and report visitor feedback received on premises, via email, and via online sources.
• Monitor the MAD Information inbox, responding to or redirecting inquiries.
• Oversee visitor surveys and other types of audience information collecting, as needed.
• Work weekends and evening hours, as needed.

QUALIFICATIONS

• Bachelor’s degree and/or equivalent work experience.
• 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.

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