The Visitor Experience Manager is responsible for ensuring that the excellence of the visitor experience is at the forefront of the Museum’s activities particularly in the presentation of, and service delivery in,front of house spaces. The Visitor Experience Manager will oversee the delivery of Museum’s visitor services including the Museum shop, cafe, reception and information centre. The incumbent will also be responsible for event management for the Museum and the oversight of contracted services for front of house security, cleaning and maintenance. Results area:
- Front of house visitor services, including the Museum shop, cafe, reception and information centre are managed and delivered to a high standard.
- Leadership, direction, performance management, coaching and mentoring are provided to the Visitor Experience staff members.
- The Museum creates and maintains a strong visitor oriented Ethos through developing an understanding of visitor needs and interests and strong customer service focus.
- The monetisation opportunities of visitors are maximised through the identification of service offerings, implementation of visitor experience projects, programs and services and effective management of visitor revenue sources.
- Events held at the Museum are executed and managed effectively, including promoting event capacity, establishing event terms and conditions, pricing and invoicing, managing bookings, event security and catering, procurement of external goods and services as needed, and event hosting.
- Business plans and targets are established, strategies are developed to deliver on business targets and outcomes against targets are measured, reviewed and reported on for the cafe, shop and events.
- Security and cleaning contracts are managed for front of house visitor services and service level agreements are monitored, including resolving issues as required to ensure agree performance standards and service provision requirements are met.
- Opportunities to improve the visitor experience through collaboration with the Public Engagement group are maximised, ensuring that paid exhibitions are supported effectively with entry fee management and merchandise opportunities.
- A significant contribution is made to the strategic direction, planning, financial management, and performance of the Museum as a member of the Executive Group.
To apply for this position applicants are required to address Section B of the Role Statement as well as providing a written Cover Letter and CV including three professional referees. To access a copy of the Role Statement, please visit www.vacancies.sa.gov.au and quote vacancy number (491/2015).
For further enquiries regarding the position please contact Brian Oldman, Director South Australian Museum on (8)8207 7396 or email [email protected]