Visitor Experience Manager
About The Position
The Visitor Experience Manager at the Virginia Museum of Contemporary Art is an effective and empathic manager dedicated to creating a warm, welcoming, and safe experience for all visitors that reflects the Museum’s mission. Overseeing the Museum’s team of part-time Visitor Experience Associates, the Visitor Experience Manager leads by example to provide exceptional customer service and to ensure the protection of the Museum’s collections and loans. The Visitor Experience Manager is at the frontline of visitor experience and serves as the first point of contact for Museum callers, answering questions, providing ticketing and other assistance, and engaging in informed conversations about the Museum’s exhibitions, programs, and events. The Visitor Experience Manager is a detail-oriented, organized, and motivated team player with strong management skills and outstanding customer service. The ideal Visitor Experience Manager should be a multitasker able to manage diverse projects and meet tight deadlines and have demonstrated interpersonal and communication skills and wide ranging administrative and customer service experience. Reporting to the Director of Operations, the Visitor Experience Manager and the team they oversee provide operational and facilities support, as well as support for the Museum’s programs and events, including evening and special events.
Requirements
- Bachelor’s degree and minimum of 2 years of supervisory experience in customer service
- Ability to provide exceptional, individualized customer service to a wide range of audiences
- Knowledge of museums operations, health and safety protocols, and ADA guidelines
- Strong organizational, time management, and customer service skills
- Works effectively in both fast-paced and self-motivating environments, both in coordination with other team members and alone
- Ability to work evenings, special events, and holidays
- Excellent written and verbal communication skills
- Ability to work long hours as needed with prolonged standing
- Ability to lift 10–20 pounds or greater
- Proficiency in Microsoft Office Suite required
Nice To Haves
- Knowledge or interest in art, museums, and education strongly preferred
- experience with CRM software/platforms preferred
Responsibilities
- Hires, trains, and schedules part-time Visitor Experience team
- Develops, updates, and maintains audience-based Visitor Experience strategies and procedures, including policies, manuals, and training
- Provides ongoing customer service, safety, and accessibility training
- Works closely with the Director of Operations and Operations staff to coordinate scheduling, facility preparedness, collections protection, and operational coverage
- Serves as floor manager for Visitor Experience staff, including overseeing daily cash inventories, opening and closing counts and reconciliations, and providing daily tour support, including break and shift coverage as needed
- Provides exceptional customer service and addresses visitor concerns and feedback deftly and professionally
- Communicates visitor feedback to Director of Operations and works collaboratively to continually enhance and improve visitor experience
- Works with Neon One CRM platform to sell tickets, memberships, and reservations, and track attendance and compile reports
- Develops a strong knowledge of exhibitions, programs, classes, and events and actively communicates and promotes them to visitors in-person and over the phone
- Orients and engages with visitors and performs walkthroughs of public spaces to ensure optimal cleanliness, tidiness, and readiness
- Assists with merchandising, including pricing, displays, and inventories
- Answers all museum calls, including assisting guests with ticket purchases, providing event information, and directing calls to appropriate departments/individuals.
- Coordinates package and mail deliveries and pickups, and distributing mail to departments/individuals
- Works closely with Security and Facilities to ensure effective management of building traffic, always remaining alert and responsive to the environment
- Assists with departmental budget and expense tracker
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
