Visitor Experience Manager

Website New Orleans Museum of Art

JOB TITLE: Visitor Experience Manager
REPORTS TO: Director of External Relations
FLSA STATUS: Exempt

 

JOB SUMMARY: Reporting to the Director of External Relations and the Department of External Affairs, the Visitor Experience Manager guides and directs staff whose responsibilities directly contribute to the visitor experience at the New Orleans Museum of Art. This position leads, by setting tone, standards of excellence and establishing the level of customer service expected, the daily operation of NOMA front of house staff including Visitor Experience Coordinators, Visitor Experience Representatives, Museum Store staff and Museum gallery attendants. The Visitor Experience Manager is an important partner to all of the organization’s divisions in operationalizing museum programs.

 

ESSENTIAL JOB FUNCTIONS:

  • Assess, build and lead strategic efforts to ensure a welcoming, inclusive, accessible and memorable environment for a diverse range of museum guests and visitors.
  • Create strategies and initiatives to increase visitor revenue streams (i.e. convert visits to memberships, shop sales, repeat visits, event sales etc.).
  • Responsible for the overall development, training and evaluation of the visitor experience staff, shop staff and gallery attendants.
  • Responsible for the logistical organization and preparation of the visitor-centered functions for daily operations.
  • Ensures that policies associated with the various systems and activities are best practice, consistent with museum mission and goals, and observed by staff.
  • Personally engages daily with members, guests and volunteers in addition to engaging with NOMA constituents through public activities, membership and fundraising events.
  • Create the framework for, in conjunction with museum colleagues (LE, Membership, Marketing), a positive visitor experience, measurably increasing visitorship, visitor satisfaction and membership sales.
  • Provide daily updates on Museum offerings to VE staff and notify the team of important guests, group or school visits, special events and other activities.
  • Enables staff to effectively perform their job duties, including setting clear performance expectations, articulating departmental goals, monitoring and evaluating performance, identifying developmental opportunities, approving budgets and overseeing expenditures.
  • Tessitura Management: Serve as Tessitura expert for the VE team.  Work with Advancement Services Manager to ensure that admissions and ticketing purchasing capabilities are constructed and complete on NOMA’s website and in person.  Ensure that VE staff are supported and trained on Tessitura procedures and best practices.
  • Receive and address verbal complaints, comments and special requests from visitors. Demonstrate the ability to react constructively to visitor feedback and manage conflict effectively.  Ensure that visitor comments and complaints are effectively tracked, addressed and shared quarterly with management.
  • With the Marketing and Brand Director specifically and Curatorial, Learning and Engagement and Senior Staff more broadly, oversee visitor research and audience.
  • Serve as the eyes and ears of the museum and coordinate, as appropriate, with the museum’s console operators, facilities and maintenance, sculpture garden, curatorial, Development and External Affairs, and Learning & Engagement.
  • Develop the annual departmental budget and monitor expenses and revenues throughout the year, segmentation strategies, identifying potential new audiences and/or Visitor Experience needs and determining most appropriate ways to achieve goals.

 

ADDITIONAL RESPONSIBILITIES:

  • During high occupancy tours and school groups, act as a liaison with L&E.
  • Work closely with console operators, facilities manager and senior staff to respond to emergencies within the museum and sculpture garden.
  • Provide and maintain information in the form of maps and other collateral of the museum and sculpture garden or other media.
  • Serve as an active contact and partner to peers on City Park staff.
  • Work a flexible schedule as business necessitates, including weekends, evenings, holidays and special events.

 

SUPERVISORY RESPONSIBILITIES:

Visitor Experience Team Coordinators, museum gallery attendants, Floor Leads, Visitor Experience Representatives and the Store Manager.

 

MINIMUM QUALIFICATIONS:

  • Bachelor’s degree in liberal arts, museum studies, art history, hospitality management or business from an accredited university or equivalent in experience.
  • Minimum 5 years of demonstrated management experience in a fast-paced, customer-focused environment.

 

SKILLS AND PERFORMANCE STANDARDS:

  • Proven ability to work effectively and collaboratively with other staff, volunteers, visitors, and community partners.
  • A professional, warm and positive attitude, coupled with strong customer service, problem solving and interpersonal skills.
  • Excellent organizational and team building skills.
  • Excellent public relations, communications and supervisory skills.
  • Ability to adapt to changing priorities.
  • Ability to work independently and efficiently on several projects simultaneously.
  • Strong Computer skills in MS Word and excel.
  • Knowledge of and interest in the arts.

 

PHYSICAL REQUIREMENTS

This position requires the following physical activities:

  • Sitting, walking, finger dexterity, talking, hearing and visual activity.
  • Work a flexible schedule as business necessitates, including weekends, evenings, holidays and special events.
  • Occasional lifting (up to 10 pounds)

 

WORKING CONDITIONS:

Normal building environment and may be subject to fast-paced decision making during crowded visitation situations.


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