Description:
Roles and Responsibilities:
- Lead a team of 10-15 Visitor Services/Retail Associates, providing direction and support to ensure exceptional
customer service.
- Supervise daily operations, including accounting processes, reconciliations, and cash handling protocols, ensuring
adherence to museum standards
- Update and maintain the Visitor Services/Retail Associate training manual while regularly conducting training
sessions and performance evaluations to enhance staff skills and performance.
- Coordinate institutional trainings and workshops for the Visitor Services/Retail Team, minimizing disruptions to
museum operations.
- Develop and manage weekly schedules, coordinating coverage for after-hours events in collaboration with other
departments such as Public Programs, Events, and Membership.
- Communicate policy updates, promotions, and museum programs to staff on a daily basis while enforcing
departmental and institutional policies to maintain compliance.
- Review and approve timesheets using the payroll system, ensuring accuracy in payroll processing.
- Monitor and address visitor feedback, implementing training programs and policies to improve customer
satisfaction.
- Manage relationships with third-party ticketing vendors, ensuring timely updates and accurate reconciliations.
- Collaborate with Associate Director of Retail and Visitor Experience to provide feedback and establish priorities.
- Recruit, hire, train, and motivate staff to achieve sales goals and deliver outstanding service.
- Assist in implementing sales strategies to meet or exceed monthly and annual sales targets.
- Contribute to budget management and adherence, working with the Associate Director of Retail and VE.
- Actively sell memberships and encourage staff to achieve membership sales goals.
- Ensure adequate inventory of Admissions desk and Retail supplies.
- Devote at least 75% of time on the sales floor, engaging directly with customers and staff to drive sales and maintain
quality service. Perform other duties as needed
- Perform other duties as assigned.
A successful candidate will have:
- A commitment to diversity, equity, and inclusion and a passion for advancing equity and addressing structural
racism within nonprofit organizations
- Bachelor's degree preferred; Associate's degree accepted.
- Minimum of 3 years' experience in admissions/customer service and/or retail management, with a museum or non-
profit background a plus.
- Strong ability to provide a high level of customer service to all internal and external customers.
- Demonstrated experience in retail management and data analysis i.e. sales and attendance reports
- Proven ability to manage budgets, with proficiency in Microsoft Office.
- Foundation merchandising and visual presentation is advantageous.
- Familiarity with Blackbaud Altru and Shopify is preferred.
- Exceptional attention to detail, ensuring accuracy and integrity of ticketing database maintenance.
- Demonstrated capacity to manage a diverse workload and prioritize effectively in a fast-paced environment.
- Flexible and collaborative team player, readily contributing and adapting to meet evolving needs.
- Strong interpersonal skills, capable of working harmoniously with diverse museum departments and external
stakeholders.
- Excellent written and verbal communication skills