MANAGER, VISITOR EXPERIENCE
(Full-time, Permanent)
The Royal Ontario Museum (ROM) is one of the most renowned cultural institutions in North America. The ROM showcases art, culture and nature from around the world and across the ages. In 2016/17, the ROM welcomed more than 1.35 million visitors from Canada and around the world. This represents the highest attendance of any single museum in Canada and ranks 9th in North America.
As a contemporary Museum, the ROM continues to evolve, redefine/reimagine itself and embrace innovation. The ROM is focused on deepening its connection with visitors; animating the museum experience; opening its doors wider to communities and being a catalyst for new ideas.
Reporting to the Assistant Vice President, Audience Development, the Manager, Visitor Experience, is responsible for supporting the development and implementation of a visitor centric strategy. The incumbent will foster loyalty by creating high-quality, end to end interactions in the visitor journey. The Manager, Visitor Experience will drive improvement plans, monitor customer satisfaction KPI’s, and assist in the design of a visitor experience strategy.
The Manager, Visitor Experience, will be expected to conduct a thorough walk through each day in an effort to identify and remedy barriers to the engagement of visitors. The Manager, Visitor Experience, will leverage their commitment to service excellence when directly coaching and motivating the front of house team. Training will be designed to ensure responsiveness to best practices in visitor experiences. You will also seize all opportunities to grow income, and ensure that revenue targets are met and exceeded.
The incumbent will also work to understand, define and refine the visitor experience using analysis tools, forecasting, and visitor feedback to optimize specific practices and processes that create exceptional visitor experiences for all visitors.
QUALIFICATIONS:
· University degree in a Business Administration, Hospitality & Tourism, Operation Management or other relevant qualifications
· Customer-oriented with excellent service mindset and business acumen
· A minimum of five years experience at the Supervisory/Managerial level
· Sound knowledge in process mapping, complaint resolution, and service quality management
· Demonstrated skill in analysis and presentation of visitor data
· Strong self-motivation with good leadership, project and people management, interpersonal and communication skills
· Demonstrate a high level of diplomacy in a variety of high stress situations
· Experience with budget planning and strong literacy, numeracy, accuracy skills
· Excellent line management skills, with the ability to coach, and provide guidance on the floor
· An ability to manage complex situations
· A proven track record in coordinating projects, managing and training staff
· Good knowledge of the use of information technology including CRM (Customer Relationship Management) systems.
· Good working knowledge of ticketing and donor management systems.
· Sound understanding of accessibility, inclusion, equity and diversity
· A good understanding of safety and security protocols in large scale venues
· Demonstrated oral proficiency in French at a B level (according to Government of Canada qualification standards)
· Ability to work flexible hours including extended hours and weekends when necessary
START DATE: As soon as possible
PROBATIONARY PERIOD: 6 months
SALARY: $76,509 - $90,010 Canadian dollars per annum
APPLY IN WRITING TO: Human Resources, Royal Ontario Museum, 100 Queen’s Park, Toronto, ON, M5S 2C6
OR BY EMAIL: (preferred) email: humanresources@rom.on.ca
OR BY FAX: (416) 586-5827
Please quote Competition #2018-002 – Manager, Visitor Experience in the subject line
PRIOR TO 5:00 PM ON: February 12, 2018
The ROM is committed to fair and accessible employment practices. Upon request, suitable accommodations are available under the Accessibility for Ontarian’s with Disability Act (AODA) to applicants invited to an interview.
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