The Member and Visitor Experience Manager, alongside the assistant Visitor Experience Manager, and the Visitor Experience Associate team, aims to provide a world-class experience for the Norton’s visitors. This position is responsible for the day-to-day welcome experience of museum visitors and members, and strives to have the Visitor Experience team meet its annual admission and membership revenue goals. In addition, this person ensures that the Visitor Experience team is up to speed on museum guidelines and procedures, all check-in systems, the museum’s membership program offerings, and current museum events. 

Essential Duties and Responsibilities -  

Responsibilities include, but are not limited to:  

Visitor Experience Enhancement: 

• Ensure consistent, high-quality visitor interactions by managing a well-trained, motivated Visitor Experience team. 

• Collaborate with the Director of Member and Visitor Experience to analyze visitation trends, preparing detailed reports on visitor and membership activity for museum leadership. 

• Work to enhance the overall visitor experience through feedback and improvements to processes, services, and staffing. 

• Support external training opportunities to elevate the team's customer service and hospitality skills, including securing additional hospitality-focused programs for the team. 

• Answer telephone, online, and in-person inquiries as necessary, ensuring all visitors receive accurate and timely information. 

• Assist with various museum projects as required, providing input and support to other departments as needed. 

Team Leadership and Management: 

• Supervise and manage the Visitor Experience team by setting clear expectations, providing feedback, and ensuring employees meet performance goals. 

• Handle administrative tasks such as processing bi-weekly timesheets, approving paid time off, and managing schedules. 

• Promote employee development through coaching, training, and providing growth opportunities within the team. 

• Conduct performance reviews, address performance issues promptly, and ensure a positive and productive work environment. 

• Facilitate team coordination, resolve conflicts, and encourage teamwork to maintain high morale. 

• Lead by example in daily guest interactions, supporting associates in resolving visitor inquiries and ensuring high-quality service. 

• Promote membership sales and renewals, working with the team to achieve or exceed quarterly and annual targets. Collaborate with the Director of Member and Visitor Experience and the Membership Coordinator in developing conversion strategies. 

• Update and maintain the Visitor Experience Standard Operating Procedures (SOPs) and Handbook, ensuring all guidelines are current and accessible. 

• Collaborate with the Director of Member and Visitor Experience for annual review and updates of the Handbook. 

• Maintain a professional and approachable presence in the galleries, interacting with Museumgoers to enhance their experience. 

• Plan and lead monthly team meetings with the Visitor Experience Assistant Manager and ensure effective communication within the team. 

• Oversee the creation and approval of the monthly Visitor Experience Associate schedule, ensuring staffing levels are adequate for smooth operations. 

Event and Program Oversight: 

• Be present during the museum’s premier programming event, Art After Dark, three weeks per month, to support the Visitor Experience team and ensure a smooth guest experience. 

• Support and collaborate with other departments, including Creative Services, Museum Store, Learning and Community Engagement, Facilities, and Security, to ensure cohesive and engaging visitor experiences across the museum. 

Cross-Department Collaboration: 

In addition to working within the Membership and Visitor Experience team, this person works closely with. 

• Creative Services: Collaborate with the Creative Services team to design and implement physical and digital signage that supports Visitor Experience operations and enhances the guest experience. 

• Museum Store: Partner with the Store team to ensure they are up to date on museum programs and special offers. Collaborate with the Director of Retail Services to promote joint membership sales initiatives. 

• Learning and Community Engagement: Proactively assist the Learning and Community Engagement team with staffing needs for programs and events. Provide feedback to LCE staff on how the Visitor Experience team can better support LCE programming. 

• Facilities and Security: Ensure that the Visitor Experience team adheres to security protocols, prioritizing visitor and collection safety. Work with the Security management team to create joint training programs for both Visitor Experience Associates and Security Officers, ensuring a seamless and secure visitor experience. 

Physical Requirements:  

• The person in this position must be able to move about inside and outside the office and have the ability to lift, move or carry up to ten (10) pounds. 

Note: Nothing in this job description restricts management’s rights to assign or reassign duties and responsibilities to this job at any time.   

• Bachelor's degree is recommended; a degree in Hospitality, Tourism or Museum Management, or a related field is preferred. 

• Previous experience in customer service, hospitality, retail, or visitor-facing role required; team leadership experience preferred. 

• Excellent customer service skills with strong verbal and written communication abilities. 

• Proven conflict resolution and de-escalation skills are preferred. 

• Proficiency in MS Office (Outlook, Word, PowerPoint, and Excel). Familiarity with Blackbaud Altru or other CRM software is preferred, but training can be provided. 

• Ability to work collaboratively with museum staff and take a leadership role in meetings and projects. 

• Availability to work Friday evenings and Saturdays as part of the regular schedule.