Chief Experience Officer

Description:

The Chief Experience Officer (CXO) reports to the Donna and Donald Baumgartner Director and is a key member of the Senior Management Team at the Milwaukee Art Museum and will play a pivotal role in shaping and inspiring teams across all functions of the Museum. The successful CXO will build a high performance marketing team including expertise in digital innovation and the framing of the overall optics of our brand.
We want someone who will take an inclusive approach understanding and embracing the multicultural perspectives of every visitor who walks through the Museum’s doors (in-person or through digital programs) and who will deliver meaningful experiences across every touchpoint along the visitor journey. We are also seeking someone who has and can realize a leading-edge vision for audience engagement by driving new data-based approaches and insights via comprehensive marketing plans that will enhance and amplify exploration of the MAM collections, exhibitions, education, and public engagement programs, retention, brand loyalty and drive increased museum visitation overall providing a “gateway” to art exploration.
The CXO will have direct responsibility for Brand Marketing, Digital Experience, Visitor Experience, and Communications. In addition, the CXO will direct the work of the head of Operations providing direction and oversight to the Retail Operations, Facilities, Security, Information Technology and Food & Beverage.

OPPORTUNITIES AND EXPECTATIONS
Chief Experience Officer (CXO) will be a high-level executive responsible for the brand and overseeing the overall experience at the Museum. The primary focus of the CXO is to ensure that visitors have positive experiences when interacting with the Museum at every touchpoint, from initial awareness and consideration through visiting the galleries or attending a special event, or to a retail purchase and beyond. Overall, the CXO is responsible for ensuring that the Museum experience is a top priority for the organization and that all aspects of the organization are aligned to deliver a positive, inclusive and memorable experience for visitors. The specific job duties and responsibilities include but are not limited to the following:
• Tell the story of our brand and open doors for community participation.
• Lead the Museum’s rebranding project—a major, all-encompassing initiative that repositions MAM, its visual identity and its communication tone and style
• Develop and execute impactful, relevant brand strategy and marketing plans (traditional and digital media, public relations, and communications) for short-term and long-term initiatives to reach forecasted revenue and visitation goals.
• Develop comprehensive, holistic, cross-platform strategies to ensure a best-in-class visitor experience at all touchpoints, including pre-visit planning, on-site experiences, and post-visit outreach.
• Build strategic alliances and partnerships, and foster relationships with partners through comarketing efforts to diversify revenue streams.
• Develop a vision for broad audience engagement and set an agenda for achieving excellence, growth, and impact that will empower staff and increase visitation, retention, and brand loyalty.
• Execute on a bold, fresh vision set forth by the Museum Director and grow the potential in all its public facing efforts, from marketing to audience and community initiatives.
• Communicate the Museum’s mission, values, and strategic goals through imaginative and strategic approaches that reach local and global audiences.
• Understand and embody the mission and values of The Milwaukee Art Museum and ensure every decision made reflects those values. Lead teams with integrity, building a culture of trust and collective well-being.
• Drive the Museum’s technological innovations, from launching a new CRM to in-gallery interpretative methods and website content.
• Support development of retail merchandising, e-commerce, and store experience to grow retail revenues, profitability, visitor engagement, and visitor loyalty.
• Support development of food and beverage offerings and experiences to grow revenues, profitability, visitor engagement, and visitor loyalty.
• On occasion, participate in and/or facilitate the representation of the museum at exhibition openings, events, engaging directly with the media, both foreign and domestic.

QUALIFICATIONS AND EXPERIENCE
• 8-10 years demonstrated experience developing and executing brand strategies across marketing channels.
• A passion for creating and building brands with a focus on storytelling, growth, and innovation.
• Experience leveraging and building brands to fulfill a broader purpose.
• Experience with market research, product positioning, pricing, promotions sales, and distribution.
• Excellent oral and written communications skills; strong creative problem-solving and analytic capabilities.
• Experience with developing and maintaining financial projections and budgets; strong financial and organizational management skills.
• Proven ability to lead and inspire a large team, building consensus, fostering cross-departmental collaboration and communication, and bringing together stakeholders to achieve clear and measurable shared goals.
• A commitment to, and track record of, promoting, advancing and supporting an equitable, inclusive, and socially just and diverse community.
• Ability to think big, instill confidence, and mobilize support for new ideas.
• A deep understanding and excitement for the Museum’s mission, values, and strategic goals.