Director of Visitor Experience

The Jewish Museum seeks a dynamic, personable, and team-oriented individual to translate the Museum’s vision into all aspects of the onsite visitor experience. As a senior position reporting to the Deputy Director, Marketing & Communications, the incumbent will be responsible for leading the Visitor Experience team and for collaborating across the institution to create an ideal visitor experience at The Jewish Museum. Working within a division that encompasses Marketing, Communications, Digital, Shop, and Creative Services, the Director of Visitor Experience ensures brand coherence and core messages are translated within the physical spaces of the Museum, in staff training, through audio guide content development, and in the development of print collateral, wayfinding, signage, and other materials as needed. The Director of Visitor Experience takes a leadership role in advocating for visitor engagement in cross-department meetings and working groups and by participating in the review and development of installation design.

Department: Visitor Experience
Reports to: Deputy Director, Marketing and Communications
Date posted: June 29, 2018
FLSA Status: Exempt
Schedule: Full-Time

Responsibilities:

  • Create and manage a superb visitor experience; plan, organize, and oversee all functionalities and aesthetic presentation for the admission desk and including General Admission and Program ticket sales, Membership sales and renewals, ticket scanning, and distribution of audio guides; oversee and manage cash drawer reconciliation
  • Oversee Box Office POS System (Acme) as it relates to ticketing and box office functionality (admission categories/tiles, event data entry, corporate membership management, museum closure dates)
  • In collaboration with Curatorial, Collections, Education and Digital teams, oversee audio content development for mobile audio tours; manage relationship with outside vendors and content partners, including contracting, tour ideation with an eye toward engaging diverse audiences, key stake holding in scripting of tour content; strategize scope and timing of new releases
  • Work with Human Resources and Education to give volunteers, security and front of house staff customer service and sensitivity training in order to serve visitors from diverse backgrounds
  • Serve as liaison between Russ and Daughters, Front of House staff and other Museum departments to facilitate a coordinated sales function and effective information sharing to all visitors and Museum staff
  • Work in close collaboration with Director of Membership in training of Front of House staff to sell and upgrade memberships and support Membership revenue goals and special promotions
  • Oversee adult group tour sales and work with Education on docent assignment
  • Manage semi-annual audience market research, including onsite visitor exit survey fielding, data analysis, and sharing actionable information with relevant departments
  • Manage existing promotion partnerships (Museum Day Live, Blue Star Museums, Culture Pass) and seek to create new opportunities to develop partnerships and reach new audiences.
  • Handle customer service escalations with diplomacy and professionalism
  • Recruit, hire, train, and manage staff of 8-12 part time and full time employees and volunteers on an as needed basis
  • Plan and manage budgets and distribute related revenue and attendance reports
  • As needed, support exhibition needs by recruiting and training gallery attendants
  • Supervise logistics for major public holidays and events such as Christmas Day and Museum Mile Festival
  • Other responsibilities as assigned

Requirements:

  • B.A./B.S. degree required; 5-10 years professional experience
  • Prior experience in and sincere interest in hospitality and customer service; experience in a museum or cultural organization preferred
  • Strong organizational skills, detail-oriented, ability to prioritize work and resources
  • Professional demeanor and ability to work well with staff and visitors of diverse backgrounds
  • Excellent oral and written communication skills
  • Tech savvy; Mac and PC proficiency; fluent with MS Office Suite
  • Experience with ticketing software platforms preferred
  • Genuine interest in art, and in Jewish culture

Send Resume with Cover Letter To:

Associate Director, Human Resources
The Jewish Museum
1109 Fifth Avenue
New York, NY 10128

212.423.3232

The Jewish Museum is an Equal Opportunity Employer.