The Guest Experience Manager is a dynamic, forward-facing member of the museum’s team that leads the museum’s engagement with daily visitors. Reporting to the Deputy Director, they are responsible for implementing a guest-centric, hospitality-based model of customer service and maintaining a nimble, efficient front of house operation.


Major Areas of Responsibility
The Guest Experience Manager will:

• Hire, train, and manage a cohort of part-time staff, who are responsible for offering information to all visitors in-gallery, staffing the front desk as necessary, maintaining general gallery security, and providing support to other departments as necessary.
• Oversee and manage the museum’s admissions desk, including greeting guests, processing admissions, and offering information about exhibitions on view.
• Act as the first point of contact for all guest questions, concerns, and complaints, and escalate such feedback to Senior Management as necessary.
• Work in collaboration with all departments to implement process and procedure that furthers the museum’s strategic goals.
• Monitor the museum’s main voicemail and general email inbox, answering questions and escalating issues as necessary.
• Create appropriate registration pages, discount codes, and webforms in the museum’s CRM/POS.
• Implement data capture processes and issue weekly reports to Senior Management, including admissions totals, zip code data, visitor feedback, and additions to the museum’s email list.
• Perform routine maintenance checks and report deficiencies and items for repair to the Building Manager.
• Act as the Museum’s designated ADA coordinator, including researching best practices and needs for compliance with the Americans with Disabilities Act.
• Maintain the Museum Shop, including entering and maintaining inventory, reporting product shortages and restocking shelves and fixtures as necessary.
• Open and close the museum building on weekends as necessary.
• Other duties as assigned by the Deputy Director.

Qualifications

• 2-3 years of experience in a customer service environment.
• Superior verbal communication skills, as well as professional interpersonal skills.
• Experience working with point of sale systems.
• Ability to work well in a small, entrepreneurial team environment.
• Experience working in the arts and culture sector strongly preferred.

Requirements

• High School Diploma required. Bachelor’s Degree preferred.
• Mastery of Microsoft Office Suite
• Experience with Point of Sale systems

Desired

• Bilingual in English and Spanish or Haitian Creole
• Experience with Altru or other databases
• Candidates with interest in the museum field

This is a full-time, salaried position. Initial scheduling will be Wednesday-Sunday with discussion for a shift in scheduling after 3 to 6 months. The position will require some early morning and late evening hours as necessary due to museum events. A level 2 background check will be required upon the offer of employment.

Reports to: Deputy Director

Supervises: Part-time front of house staff

Compensation: Salary starting at $55,000 annually, commensurate with experience with an excellent benefits package.

Applicants: Please email a cover letter, resume, and three references to tblack@mocanomi.org with subject GUEST EXPERIENCE MANAGER.  No phone calls please.
 
MOCA maintains a strong policy of equal employment opportunity for all employees and applicants for employment. The museum hires, trains, promotes, compensates and dismisses employees without regard for race, color, creed, religion, gender identity, sexual orientation, national origin, age, marital or veteran status, disability, citizenship, or political belief that does not prohibit performance of essential job functions. We are committed to building a culturally diverse staff and strongly encourage all qualified professionals to apply.

ABOUT MOCA
 
Mission
MOCA North Miami presents contemporary art and its historical influences through exhibitions, educational programs, and collections. Inspired by its surrounding communities, MOCA connects diverse audiences and cultures by providing a welcoming place to encounter new ideas and voices, and nurturing a lifelong love of the arts.


Vision 
MOCA aspires to be a welcoming center at the heart of North Miami where art and art experiences flow in and out of the building — activating parks, schools, homes, and civic spaces; and connecting local and global conversations about art.


MOCA will tap into the cultural energy of the region to bring new art and perspectives to the public, building on North Miami’s legacy as a cultural destination. Visitors and the community can expect thought-provoking exhibitions that feature underexplored art and artists, and lift up diverse voices and stories.


MOCA will become known and respected locally and nationally for its innovative curatorial approach and research-driven exhibitions that are supported by educational programs for all ages. As a meeting place for cultural expressions and exchanges, MOCA will become a center for cross-cultural understanding and inclusion, connecting diverse communities through the arts.