Visitor Experience Manager


Website Toledo Museum of Art

Job Title:  Visitor Experience Manager
Department:  Visitor Experience
Reports To:  Director of Brand Strategy
FLSA Status:  Exempt
Employment Status:  Full-Time
Compensation:  $50,000-$55,000

Please submit external applications directly on the Toledo Museum of Art website http://www.toledomuseum.org/jobs.

Since our founding in 1901, the Toledo Museum of Art has earned a global reputation for the quality of our collection, our innovative and extensive education programs, and our architecturally significant campus.
 
And thanks to the benevolence of its founders, as well as the continued support of its members, TMA remains a privately endowed, non-profit institution and opens its collection to the public, free of charge.

SUMMARY
The Toledo Museum of Art (TMA) 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 and will oversee all related data reporting and analytics. 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 Director of Brand Strategy, who manages the Museum’s overall Brand Experience.

The Toledo Museum of Art is committed to a strategic plan that creates a more inclusive experience, where the highest quality collection intersects with a culture of belonging. All communication efforts at TMA must explore unique and relevant ways to express these strategic goals and our values of diversity, community, innovation, and trust.

KEY ACCOUNTABILITIES

Visitor Service
-Drives a culture that creates a positive and welcoming environment for Museum visitors; builds and implements strategies to encourage repeat visitations.
-Hires, trains, and manages Visitor Experience Associates team; fosters consistent standard of service among all associates; manages the team’s annual operating budget.
-Creates staffing structure for the Visitor Experience team.
-Develops and evolves customer service guidelines distributed to all front-line staff.
-Provides daily updates on Museum offerings to all Visitor Experience Associates and notifies team of important guests and special events and programming.
-Facilitates Visitor Experience Associate walk-throughs of exhibitions and briefings of events.
-Collaborates across departments to determine visitor experience staffing needs for exhibitions, events and public programming.
-Works closely with Protective Services to ensure safety of visitors and art collection; actively promotes safety policies of the Museum; active member of Museum Safety Team.

Visitor Data
-Compiles and analyzes attendance data and prepare weekly reports, as well as quarterly board reports; streamlines reporting to ensure accuracy and establish best practices for data collection.
-Collects and reports visitor feedback, received on premise, via email, and via online sources; and monitors the -TMA Information inbox, responding to or redirecting inquiries.
-Develops protocols for routine collection of email addresses and other key demographic information; collaborates with Marketing on system to add email addresses to master list.

Ticketing Box Office
-Oversees maintenance and utilization of admissions and ticketing software (Outbound); manages sales transactions, including tracking, reporting, cash management, and opening and closing procedures.
-Serves 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.
-Encourages promotion and sale of paid public program tickets; creates special event registration links, as needed.
-Promotes and sells Museum memberships and provides membership support, as needed.

Volunteer Program
-May assist the Visitor Experience Supervisor with support for various areas of the TMA general volunteer program.

-Performs other duties as assigned or required.

EDUCATION AND EXPERIENCE
-Bachelor’s degree required.
-3-5 years of customer service experience, preferably within a cultural institution required.
-2+ years of experience interviewing, hiring, training, and managing staff required.
-Demonstrated experience with data tracking, analysis, and ticketing or retail point-of-sale software systems required.
-Experience with Microsoft Suite required, especially Teams, Excel, and SharePoint.

SPECIALIZED KNOWLEDGE, COMPETENCIES AND ABILITIES
-Experience in retail, tourism, or hospitality industry, a plus.
-A professional, warm, and positive attitude, coupled with strong customer service, problem-solving, and interpersonal skills.
-Excellent judgment and troubleshooting skills; capacity for conflict resolution and de-escalation.
-Organizational and team-building skills. Ability to multi-task and handle competing priorities.
-Verbal and written communication skills, with the ability to effectively impart Museum policies and offerings to a diverse spectrum of visitors.
-Availability to work evenings and weekends, as needed.
-An interest in art with an eagerness to learn about TMA’s exhibitions and programs, and to play a critical role in supporting TMA’s strategic plan.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
Position requires extensive physical mobility – must be able to move about multi-gallery posts during entire shift.  Sound level in galleries varies from very quiet to noisy, depending upon activity level.  Must be able to communicate verbally both person-to-person, electronically and by radio and visually observe all activity on assigned posts.  Position may require ability to operate a variety of technologies, including familiarity with computers, monitors, kiosks, projectors, etc.; the person in this position frequently communicates with public membership and staff who have inquiries and must be able to exchange accurate information in these situations; May occasionally lift up to 35 pounds.

BENEFITS
-25 Days of Paid Time Off Annually
-6 Paid Holidays Annually
-2 Paid Floating Holidays Annually
-3 Paid Volunteer Days Annually
-Birthday Paid Day Off
-Medical, Dental, & Vision Insurance
-403b Retirement Savings Plan
-Short-Term Disability, Long-Term Disability, Term Life and AD&D Insurance Plans
-Paid Parental Leave
-Pet Insurance
-Employee Assistance Plan
-Museum Family Membership
-Employee Discounts in the Museum Store, Café, Studio Art Classes, & More!

The Toledo Museum of Art provides equal opportunity for employment and promotion to all qualified employees and applicants. No person shall be discriminated against in employment on the basis of race, color, religion, gender, age, national origin, marital status, disability, sexual orientation, veteran status or any other status or condition protected by applicable federal or state statutes. The Museum is committed to maintaining an environment in which all employees are treated equitably and given the opportunity to achieve their full potential in the workplace. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting Human Resources at jobs@toledomuseum.org or (567)-666-0387.

To apply for this job please visit www.toledomuseum.org.