Visitor Experience Manager

Website New Orleans Museum of Art

JOB TITLE: Visitor Experience Manager
REPORTS TO: Deputy Director
FLSA STATUS: Exempt

JOB SUMMARY:

Reporting to the Deputy Director, 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:

  • Develop and lead both strategies and tactical efforts to ensure a welcoming, inclusive, accessible and memorable environment for a diverse range of museum guests and visitors.
  • 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 visitors and guests through public activities, services and events.
  • Create the framework for, in conjunction with museum colleagues, a positive visitor experience, measurably increasing visitorship, visitor satisfaction and membership sales.
  • 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.
  • Manage ticketing set up for web and on-site purchasing through Tessitura Network.
  • 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 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 Coordinator, Volunteer Coordinator, 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.
  • Excellent public relations, communications and supervisory skills.
  • Ability to adapt to changing priorities.
  • Ability to work independently and efficiently on several projects simultaneously.
  • Computer skills.
  • 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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