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Assistant Manager, Visitor and Member Experience
Assistant Manager, Visitor and Member Experience
The Whitney Museum of American Art
Post Date: 14 May 2022

JOB OVERVIEW

The Position

As part of the Visitor and Member Experience team, the Assistant Manager, Visitor and Member Experience will act as a daily operations and customer service lead. The Assistant Manager is part of the Visitor and Member Experience department, which includes the Visitor and Member Assistant team, the Visitor and Gallery Assistant team, and Whitney volunteers. The Visitor and Member Experience department is tasked with creating an engaging environment that supports audience development and audience experience, with the objective of helping the department grow revenue opportunities and reach revenue goals.

With an emphasis on customer service and customer service operations, the Assistant Manager serves as a team leader tasked with meeting daily and weekly sales targets, capturing customer insights, resolving customer service issues, and managing daily operations in the Museum lobby and galleries. They also support member benefit fulfillment, membership gift processing, and managing customer service requests by phone and email in the Visitor and Member Experience information office. Successful candidates possess exceptional leadership skills in a team environment and have previous experience managing staff in retail, sales, or other customer service environment. They are excellent communicators by phone, by email, and in-person, and they have demonstrated experience with constituent database and POS software.

The Assistant Manager works a full-time Friday through Tuesday schedule. Evenings and holidays are required. This position requires scheduling flexibility.

Your Safety

At the Whitney, the safety and security of our staff and visitors are our top priority. Our operational plans are in line with CDC and state guidance on reducing transmission of Covid-19 and are reviewed on an ongoing basis with an outside medical expert. Public-facing staff are issued PPE daily. 

Key responsibilities include, but are not limited to: 

Sales and Service Lead

  • Serve as a sales lead and staff mentor in providing excellent customer service and meeting sales goals
  • Identify and act on membership sales opportunities, including canvassing admissions lines
  • Oversee the Visitor and Member Experience information office
  • Collect visitor and member feedback, and communicate key insights from customer interactions to the Visitor and Member Experience management team
  • Serve as an escalation point for customer service inquiries by phone and email
  • Develop and implement approved strategies to meet membership revenue goals
  • Train staff on membership sales best practices
  • Lead Visitor and Member Experience staff on member benefit fulfillment
  • Become a super-user of sales and customer service tools such as Siriusware, Zendesk, Raiser’s Edge, Chargebee, and more

Managerial Duties

  • Provide logistical support and serve as manager-on-duty during Museum operating hours
  • Serve as manager-on-duty during after-hours member events and key conversion moments, particularly during opening and closing of major exhibitions
  • Oversee staff on daily operational duties in the information office, lobby, galleries, and coat check
  • Responsible for adhering to all cash handling, ticketing, and database protocols
  • Perform daily opening and closing procedures
  • Partner with the Managers of Visitor and Member Experience to hire, onboard, and train new staff
  • Demonstrate expertise to train staff in the areas of fundraising, customer service, member benefit fulfillment, database protocols, and Visitor Experience Principles
  • Instrumental in the development of staff scheduling, training, and mentoring, in coordination with the Managers of Visitor and Member Experience
  • Perform routine database maintenance

Requirements:

  • Full-time schedule of Friday-Tuesday (Wednesdays and Thursdays off), with Friday and Saturday evenings and holiday hours required. This position requires scheduling flexibility.
  • Minimum of 2-4 years public-facing customer service experience in a sales-oriented environment
  • 2 or more years of team leadership experience
  • Genuine Interest in public-facing customer service interactions
  • Ability to develop customer relations
  • Professional communication skills by phone, email, and in-person
  • Excellent cash-handling skills and familiarity with opening and closeout procedures
  • Works well under pressure in a fast-paced environment
  • Good judgment, and proven problem-solving skills
  • Working knowledge of a Microsoft Office Suite or comparable software
  • Previous constituent database and POS experience required, previous Raiser’s Edge experience preferred
  • Interest in art and non-profit management preferred
  • BA preferred, but not required
  • Bi-lingual a plus
  • Interest in visual art a plus

Benefits

  • Medical, Dental, and Vision and 403B
  • Generous Paid Time off benefits
  • Commuter Benefits – parking and mass transit
  • Admission to world-renowned museums across the city and nationally
  • Pet insurance and discounted membership for Citibike

Not sure you meet 100% of our qualifications? Research shows that men apply for jobs when they meet an average of 60% of the criteria. Yet, women and other people who are systematically marginalized tend to only apply if they meet every requirement. If you believe that you could excel in this role, we encourage you to apply. We are dedicated to considering a broad array of candidates, including those with diverse work experiences and backgrounds. Whether you’re new to arts and culture administration, returning to work after a gap in employment, simply looking to transition, or taking the next step in your career path, we will be glad to have you on our radar. Please use your cover letter to tell us about your interest in the arts and culture space and what you hope to bring to this role.

JOB DETAILS

Location
New York, USA

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