Visitor Engagement & Experience Manager

The Contemporary Austin•Austin, TX

2d•Onsite

About The Position

The Visitor Engagement & Experience Manager is a key role responsible for shaping, evaluating, and advancing the visitor experience at The Contemporary Austin, across both locations. This position integrates strategic thinking with hands-on operational oversight, ensuring that every interaction is welcoming, engaging, accessible, and aligned with the museum’s mission. This role places data at the center of decision-making, using audience insights, attendance trends, and behavioral analysis to continuously refine and evolve the onsite experience, and to inform key marketing and programmatic strategies. The Manager leads initiatives that deepen engagement and encourage repeat visitation. This could include leading programs such as Free Week at the Jones Center, managing relationships with our onsite cafe partner at Laguna Gloria, activating late nights at both sites, and more. As a collaborative partner, this role works closely with the Curatorial, Public Programs, Education, Communications, and Development departments to ensure that visitor engagement strategies support institutional priorities, including audience growth and revenue goals. This position also supervises visitor-facing teams and develops targeted initiatives across tours, accessibility, and more, ensuring the museum remains a dynamic, inclusive destination.

Requirements

Bachelor’s degree required.
5+ years of experience in visitor engagement, museum operations, retail, marketing, hospitality, or related customer-facing management roles.
Demonstrated success leading teams and managing complex operations.
Experience using data and analytics to guide strategy and decision-making.
Experience developing and implementing public-facing programs or initiatives.
Strong understanding of retail and hospitality best practices, with a commitment to delivering an exceptional visitor experience.
Ability to navigate complex visitor needs with empathy, professionalism, and care.
Strong leadership, interpersonal communication, and customer service skills.
Data-driven mindset with experience using analytics and CRM platforms; Salesforce experience preferred.
Ability to balance strategic thinking with hands-on operational execution.
Commitment to accessibility, inclusion, and audience-centered practices.
Passion for contemporary art and public engagement.
Proficiency in Microsoft Office Suite required; experience with Veevart and Square for Retail preferred.
Reliable transportation and ability to work onsite across multiple locations as needed.

Nice To Haves

Salesforce experience preferred.
Experience with Veevart and Square for Retail preferred.

Responsibilities

Lead the design and continuous improvement of the end-to-end visitor journey across museum sites.
Use data, visitor feedback, and analytics to inform strategic decisions and identify opportunities for growth.
Track, report, and analyze metrics including attendance, repeat visitation, revenue per visit, and engagement levels.
Develop data-informed strategies to attract new visitors and increase visitor retention.
Develop and oversee targeted initiatives across areas such as accessibility and tours.
Ensure visitor engagement efforts contribute to membership conversion, donor cultivation, and event success.
Identify opportunities to align visitor experience with fundraising goals and donor engagement.
Pilot and evaluate new and current visitor-facing initiatives, such as printed materials, accessibility kits, and technology tools, that enhance engagement and deepen understanding of our sites and programs.
Ensure initiatives are iterative, scalable, measurable, and aligned with institutional goals.
Oversee daily operations across visitor-facing spaces including galleries, admissions, and public programs.
Serve as Manager on Duty as needed.
Ensure a consistent, high-quality, and welcoming visitor experience.
Recruit, train, and supervise visitor-facing staff.
Foster a culture of hospitality, curiosity, and accountability.
Ensure staff are equipped to engage visitors in meaningful ways.