Visitor Experience Manager

The Visitor Experience Manager ensures a positive visitor experience with a goal of fostering a desire for further engagement with the museum on multiple levels. The position oversees visitor services including admissions, the museum store, and acts as liaison to the café contractor. As a member of the Senior Leadership team, this position acts as the leading visitor experience champion across the organization, collaborating and enlisting the active support of staff throughout the institution.

KEY ATTRIBUTES: The Visitor Experience Manager is recognized as someone with a passion and commitment to delivering an outstanding and dynamic museum visitor experience, an innovative manager with a deep understanding of customer service and demonstrated skills/experience with building and managing a large team. The ability to think strategically with a vision of long-term objectives is essential.

· Deliver an effective, responsive program of visitor services including admission sales (General, group tour, etc.), visitor experience, membership sales and data collection/reporting on visitor feedback.

· Responsible for overseeing, managing and coordinating visitor signage and visitor maps.

· Assemble and analyze admissions data, prepare and deliver reports that project and track admissions revenue.

· Work with the Marketing Department to enhance and elevate Group Tour visibility on the Museum’s website with pricing details and programming options.

· Coordinate with Manager of Guides, Group Tours & Volunteers regarding Specialty Tours and Curator Tour Programs.

· Increase and oversee adult group visitation by partnering with the Director of Marketing & Communication to create a marketing plan for increasing adult group visitation.

· Participate in strategic meetings with internal stakeholders as well as through local organizations that support audience development such as VAA, VTN and the State Department of Tourism.

· Awareness and passion for DEAI initiatives pertaining to signage, visitator needs and effective programming.

· Develop, implement and maintain procedures for the admission ticketing system using The Assistant Manager (“TAM”) Retail Suite platform. Serve as the functional expert for the ticketing interface.

· Manage and coordinate the annual event of “Winter Lights” from the overall design, implementation, and attendance/ticketing process. Work closely with other departments to ensure all aspects of the event are completed before opening as well as throughout the event schedule. Event runs nightly from late November through the first week of January.

· Work with Education and other departments that organize special events and programs to assure the timely and appropriate reception for groups and individuals with reservations.

· Provide information for the preparation of grant proposals including visitor research and evaluation activities.

· Partner with the Museum Café vendor to review yearly menu options, menu pricing, and ongoing visitor needs.

· Prepare and manage the Visitor Services budget and partner with the Store Manager to generate the Store budget.

· Partner with the Store Manager to recruit, train, schedule, and mentor Visitor Services and Museum Retail staff.

· Oversee store operations when Store Manager is out of office.

· Provide back-up support to Store Manager when understaffed or during busy times of the year.

· Collaborate with the Store Manager to generate, track, and manage the fiscal year budget for the Retail Store.

· Ability to exercise composure and diplomacy at all times; demonstrate creative problem solving and conflict resolution skills.

· Strong analytical and strategic thinker that enjoys fast-paced, dynamic environments that require flexibility and a capability to adapt quickly to change.

· Demonstrate social and cultural competency and commitment to diversity, equity, accessibility and inclusion (DEAI).

· Experience with Customer Relationship Management systems.

· Exceptional interpersonal, managerial and organizational skills.

· Knowledge of marketing techniques is a plus.

· Commitment to the mission and core values of the museum and ability to model those values in service delivery and partnerships.

· Proven ability to inspire and empower individuals and enthusiasm for working collaboratively with a dedicated team. Possesses leadership, team-building and motivational skills.

· Exceptional verbal and written communication skills.

· Able to lift and carry up to 30 pounds.

· Available to work weekends, holidays, and evenings as required by the Museum schedule.

· 5 years customer service experience and a strong track record of providing excellent customer service preferably in an arts or museum environment.

· Bachelor’s degree preferred in communications, museum studies, art history, a related field and/or relevant equivalent experience.

· Minimum four years of experience leading a team with responsibility for interviewing, hiring, training, assessing and supervising staff.

· Strong working knowledge of Microsoft Word, Excel, Outlook, and database applications. TAM (The Assistant Manager) Retail Suite is a plus.

· Store Manager (1) and Seasonal Key Holders (2 ).

Shelburne Museum offers a generous benefits package including:

· Medical, Dental, Vision, Life Insurance & AD&D and Short/Long-Term Disability.

· Combined time off starting at 160 hours per year, as well as 8 hours for your birthday, and 8 hours for community service leave.

· Employees may contribute to the Museum’s Retirement plan, effective 1st of the month following their start date.

· After one year of service employees are eligible for a 2% Match and 3% Safe Harbor contribution, paid for by the Museum.

· Other benefits include free Museum access for immediate family members and an employee discount at the Museum store and café.

To apply, please email our Human Resources department, HR@shelburnemusuem.org, and provide a Cover Letter and an updated Resume (pdf format preferred). For further information, please visit our careers page, https://shelburnemuseum.org/about/employment/. Please note that any offer of employment is contingent upon a clear background check.

Shelburne Museum is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, or because of marital, parental, or veteran status or any other characteristic protected by law. If you’d like more information about your EEO rights as an applicant under the law, please download the EEO brochure to view your rights.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $60,000 - $70,000