What are the responsibilities and job description for the Associate Director of Membership & Visitor Services position at Bay Area Discovery Museum?
The Bay Area Discovery Museum is seeking an Associate Director of Membership & Visitor Services to join our team.
The Associate Director of Membership and Visitor Services is responsible for the strategy and execution of the membership program and revenue budget, the visitor and member experience, oversight of the front desk team, and the museum’s retail operation. Working closely with all teams that impact the visitor experience, this position takes initiative in identifying and solving problems, completing tasks, and communicating essential information to multiple departments.
The pay range for this full-time, exempt position is $84,000-$93,000/year, based on experience and qualifications. This is a potential hybrid role with a Tuesday – Saturday or Sunday - Thursday schedule. This position is required to be onsite Tuesday, Thursday and the weekend day of their schedule with the ability to work remotely on the days you are not in the office. All onsite work will take place onsite at our gorgeous, 7.5-acre campus in Sausalito, CA.
KEY ROLES AND RESPONSIBILITIES
Membership
- Oversees membership program and front desk team; aligns department priorities to institutional goals and museum’s strategic plan.
- Identifies opportunities and creates strategies for membership growth and to meet membership revenue budget.
- Collaborates with the Director of Marketing and Visitor Services on the creation, tracking, and execution of membership revenue budget.
- Supports Marketing staff on strategies around audience diversification.
- Manages member and visitor database. Completes monthly/fiscal year revenue and attendance reports with a high level of accuracy. Produces needed custom reports.
- Understands member and visitor needs and their customer journey through annual surveys and other feedback methods.
Management
- Manages designated Membership & Visitor Services staff and leads a team of front desk staff. Sets direct reports up for success through clear setting of expectations, developmental and growth opportunities, and clear, consistent, and timely performance management.
- Communicates and works inter-departmentally and serves as Manager on Duty for the front desk on Sundays and other designated instances. This includes making organizational level decisions with other departmental Managers on Duty.
- Models, develops, and maintains a team-oriented environment; maintains effective lines of communication between staff and management.
- Oversees front desk customer service, including response time, standards and training.
- Works closely with Membership & Visitor Services Coordinator to manage the museum’s retail operation.
Visitor Experience
- In collaboration with the Visitor Experience team, develops and executes strategies to improve the on-site experience for all visitors.
- Participates in procedures to respond to emergencies and completes incident follow up with visitor when necessary.
- Serves regular shifts as Duty Officer to maintain safety of all guests and visitors.
SKILL REQUREMENTS AND QUALIFICATIONS
- Minimum of 5 years demonstrated customer service experience required, preferably in the hospitality/retail industry, museum, or other attendance-based environment. Minimum of 2 years leadership or supervisory experience required
- Professional commitment to Diversity, Equity, Access, and Inclusion; thoughtful and open about the role of a workplace and a cultural institution in creating sense of welcome and belonging for staff and visitors.
- Proficient experience with point of sale or ticketing systems strongly preferred; experience with Altru a plus.
- Cash handling experience; ability to count cash and change quickly and accurately
- English proficiency required; bilingual skills a plus (Spanish or Cantonese preferred)
- Exceptional conflict management and resolution skills; ability to calm escalated situations in person, over the phone, and through email. Ability to maintain focus and professional demeanor while serving large numbers of visitors.
- Excellent communication and interpersonal skills; positive, energetic, and friendly demeanor. Diplomatic and decisive leadership skills, with excellent organization and time management
- Ability to prioritize and efficiently complete varied tasks and meet deadlines.
- Ability to work independently, collaboratively as part of a team, and cooperatively with other museum departments to ensure an integrated guest experience.
- Strong computer skills, including advanced experience with Windows, MS Word, and Excel; ability to learn additional software programs. Ability to perform standard office functions and basic accounting tasks such as billing, accounts payable, and accounts receivable.
- Ability to adhere to work schedule; work weekdays, weekends, and some holidays.
TO APPLY
The Bay Area Discovery Museum is an equal opportunity employer committed to diversity. We encourage those from all backgrounds to apply to allow us to build the most inclusive and creative team possible.
Please do not remove yourself from contention before you even apply. Research shows that women and individuals from underrepresented backgrounds often apply to jobs only if they meet 100% of the qualifications. If much of this job description describes you, then you are highly encouraged to apply.
ABOUT US
At the Bay Area Discovery Museum, we believe that providing children with the high-quality early learning experiences they need to be successful is the best investment we can make as a society.
Whether at the Museum, online, or in the community, we provide experiences that spark children’s natural curiosity for the world around them, while building their creative problem-solving skills and STEM content knowledge. Both on-site and off-site, we facilitate research-backed learning experiences that are fun and engaging for children and families. At our one-of-a-kind location at the foot of the Golden Gate Bridge, this includes hands-on exhibits, rich STEM and art programming, an on-site preschool, and camps and classes. Off-site, our museum educators bring hands-on STEM programming to students and families at schools and libraries in all nine Bay Area counties.
We believe that these research-backed on-site and off-site experiences should be made available to all children and families and offer a variety of access initiatives toward this goal. We are currently working our way back up to our pre-pandemic numbers:
350,000 visitors each year, including nearly 100,000 with free or reduced admission
10,000 member families
26,000 children through our school and community programs
587 schools and 215 libraries through all nine Bay Area counties
The Bay Area Discovery Museum is committed to being welcoming and inclusive. We are continuously working toward the goal of reflecting the diversity of the Bay Area both within our organization and with those we serve.
NOTE TO CANDIDATE
Due to the sensitivity and requirements of our positions, you should expect to undergo and be cleared of an employment background/criminal check if extended an offer for employment. You may also be asked to provide proof of educational degree(s), licenses, credentials, or vaccinations pertinent to the position.
Salary : $84,000 - $93,000