Job Title:  Director of Visitor Engagement and Programs.
Employee Type: Full-time, Exempt
Reporting to: CEO/Executive Director

Position Overview:
The Director of Visitor Engagement and Programs is responsible for initiatives that increase visitation, grow attendance revenue, and promote audience participation. This position designs and oversees the “HMM Experience” ensuring an excellent experience across the entire museum and at every point of interaction with the public: on campus, off-site, and online. The position forecasts visitor trends and patterns, advances audience-driven programming, and establishes methodologies to measure impact, attendance, participation, and customer satisfaction. A critical member of HMM’s senior management team, the Director of Visitor Engagement and Programs partners with museum leadership in advancing the public brand and serves as an ambassador of the museum. Collaborates with staff across the institution to provide strategic-level oversight of all visitor experience functions and ensures that frontline staff delivers a profound sense of welcome central to the HMM brand. A heavily entrepreneurial leader that stays abreast of industry and market trends, this position finds creative and compelling ways to engage audiences with physical and digital experiences through innovative programs and platforms. Leads a team with a vision for and focus on a visitor experience that satisfies guests of diverse abilities and age levels with programs that encourage meaningful conversation, expand perspectives, and inspire learning, innovation, and active participation in civic life.

Key responsibilities and tasks:

  • Implement regular assessment of the visitor experience to develop data-driven plans for increasing visitation, revenue, and visitor satisfaction.
  • Stays abreast of market trends and customer motivations to develop compelling revenue generating public programs.
  • Responsible for the development and management of all visitor services and amenities to ensure an efficient yet exceptional visitor experience across the entire Museum offerings on campus, off site, and online.
  • Responsible for oversight of all public programming, including in-house and outreach programs.
  • Work with the museum leadership team in developing and championing the “HMM Experience” customer service philosophy and training program(s) across all Museum departments and sites.
  • Recruit, supervise and mentor the Visitor Experience, Education and Retail staff, including hosts, docents, tour guides, and educators, and work with the Development staff to ensure a seamless visitor experience for all program participants, funders, Trustees and other stakeholders.
  • Ensure appropriate staffing for general visitation hours, onsite and/or after-hours events in coordination with other departments. Create contingency plans for maximum building capacity, and other needs for high visitation periods.
  • Manage the point-of-sale system for admissions and retail stores and oversee reservations and ticketing and purchases onsite and online. Lead organizational efforts to update the point-of-sale system as needed.
  • Work with Collections, Exhibitions, and other departments to develop and implement audio, electronic, and other technology-based enhancements to the visitor experience and to develop engaging public programming, including Free Family Days and CultureFest.
  • Contribute to the development and implementation of the Museum’s Diversity, Equity, Accessibility, and Inclusion goals to ensure that all visitors feel respected, warmly welcomed, and comfortable in the museum.
  • Develop procedural and programmatic training guidelines and criteria for the Visitor Services team, to ensure a positive experience for staff, volunteers, and visitors, and best-in-class customer service.
  • Collaborate with the Marketing department to drive promotion and sales of programs and admissions. Responsible for communicating information, including upcoming programs, marketing campaigns, and messaging to all Front Desk staff in a timely manner.
  • Oversee the collection and distribution of visitor satisfaction data and comment cards to appropriate staff for resolution.
  • Continually look for ways to increase efficiency and flow for the visitor experience and internal processes and make recommendations and changes as appropriate.
  • Other duties, as assigned.

Qualifications:

  • Bachelor’s degree from an accredited institution in Museum Administration, Hospitality, Public Relations or related field. Master’s degree preferred or commensurable job experience.
  • Minimum five years of progressive work experience managing guest relations, professional staff, public engagement, and operations within a cultural institution, hospitality site, retail establishment, or similar customer/guest-centric environment.
  • Experience in developing successful audience engagement strategies and presenting online content and adept to digital initiatives.
  • Proven track record with revenue-generating public programs.
  • Ability to develop and manage an operational budget.
  • Demonstrated commitment to the social sector, with an interest in and enthusiasm for museums, history, and education.
  • Must be able to work a weekday and weekend schedule, including school vacation weeks, occasional evening events, and some holidays.
  • Comfort with Blackbaud’s Altru or other customer relationship management software is desired.
  • Training in life safety, emergency preparedness, and other security measures preferred but not required.

Skills and Attributes:

  • Demonstrated experience in developing/nurturing positive customer interactions
  • Excellent customer service, leadership, management, problem-solving, and decision-making skills; ability to exercise composure and diplomacy at all times.
  • Strong written and verbal presentation skills; ability to communicate effectively with the public, staff, vendors, and contractors.
  • Digital enthusiast keeping abreast of tools and trends for audience engagement.
  • Driven, energetic, highly collaborative and results-oriented.
  • High level of accountability and efficiency, especially while handling multiple tasks.
  • Good research, planning, and organizational skills; strong work ethic and follow-through; excellent attention to detail.
  • Act as a senior representative of the museum at internal and external meetings, events, and public speaking opportunities. Act with discretion and professionalism to create a positive image for the museum among supporters and the public.
  • Maintain good departmental relations with trustees, donors, artists, the media, and the public.
  • Collegial team player, sense of humor, wisdom.

Salary & Benefits:
HistoryMiami offers a competitive salary and excellent benefits. The position has a salary range of $80,000-$100,000 based on experience.

Physical Demands:

  • While performing the duties of this position, the employee is frequently required to stop, reach, stand, walk, lift, pull, push, grasp, communicate, and use repetitive motions;
  • While performing the duties of this position, the employee may frequently lift and or move 25 pounds of materials;
  • The position requires the individual to meet multiple demands from multiple people and interact with the public and other staff.

To Apply:

Submit letter of interest and resume to Stefanie Fornaris at sfornaris@historymiami.org. Please be advised we are only able to contact those candidates whose skills and background best fit the needs of the positions. No calls, please.

HistoryMiami Museum provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.