Vice President of Sales & Visitor Service (Posted August 1st, 2013)
SUMMARY: The Vice President of Sales and Visitor Service reports to the COO and is a member of the Senior Management Team. The Vice President is responsible for the direction and management of all sales, marketing and visitor service functions including but not limited to box office admissions, event rentals, group sales , business development, pricing, and overall customer service strategy, with a goal of identifying plans of action for increasing attendance, sales volume and maximizing profits. The position will work collaboratively with other Sr. Managers, the selected food service operator and selected retail operator to optimize the opportunities for sales and cohesive visitor service operations. She/he will develop a team of sales and visitor service professionals will develop policies/procedures and tracking metrics for sales and visitor service, will retain outside advertising and public relations counsel and work with them to develop a comprehensive annual sales and marketing plan and will ensure stewardship of brand and provide leadership in optimizing the museum experience.
Develop and executes a comprehensive sales plan to maximize revenues to include ticket sales, groups sales, facility rentals and parking
Develop and manage all customer service protocols and training in order to ensure the highest customer satisfaction
Participate in the selection and procurement of the ticketing and reservations software system for the new museum
Draft and establish departmental policies and procedures for the successful opening and visitor service operations of new museum
Oversee sales process and set metrics in order to ensure that revenue goals are met or exceeded. Provide ongoing monitoring of market performance and goal attainment. Recommend shifts in strategies and tactics as necessary to ensure that the annual goals are met
Develop pricing strategies for admissions, rentals, memberships, discounted group rates, and other revenue generating ventures
Manage marketing partners, manage agency relationship to lead the development of marketing, communications and promotions comprehensive annual plan, lead the development of annual media plan, develop promotional materials including marketing collateral
Manage and direct all public relations activities
Create relationships with other cultural institutions, non-profits and other markets in order to expand customer base
Direct ongoing collection and analysis of demographic information, customer satisfaction and expectation surveys and the gathering of data which will support the museums growth and success
Develop and manage departmental budget
Work closely with Sr. Management Team to manage marketing partners, develop promotional materials, identify community outreach programs, direct public relations activities, and execute press releases
Manage Box Office staff and Visitor Service staff, ensuring that the Museums daily opening and closing procedures are followed
Manage relationship with outside caterer to manage facility rental and special event revenue
Manage relationship with outside retail operator to manage retail space and sales
Liaise with the Perez Art Museum of Miami (PAMM) and the City of Miami to coordinate usage of Museum Plaza and Museum Park for rentals and events
MINIMUM JOB/EDUCATION REQUIREMENTS:
BA (required) in Marketing , Sales or other appropriate areas of Business, Advanced degrees a plus
At least 10 years of experience in a comparable industry or market, of which at least 5 years have been at a senior management level
Specific experience leading similar functions at a major national visitor based attraction
Specific experience working with: ticketing and reservation software systems, outside agency consultants for PR/Advertising, outside catering and other visitor service vendors.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:
A career path with significant track record of increasing sales metrics at a visitor based attraction and experience leading all aspects of the sales/visitor service/marketing mix
Metrics driven and proven experience in identifying key business metrics and implementing a quantitative dashboard to evaluate performance against key measures. Enthusiastic about analytics and tracking tools
Well organized, meticulous, great attention to detail
Brilliant strategically and creatively: Candidate should have a reputation for driving breakthrough thinking based on consumer insights that leads to business building opportunities
Experience working in culturally diverse and multilingual marketplaces and in strong national and international tourism markets including an understanding of the different audience preferences and habits for each segment
A thorough understanding and interest in an integrated, technology based and personalized approach to visitor management and the potential impact this has on marketing and visitor service strategy
Experience with digital marketing, social media and nontraditional/progressive tools for enhancing the visitor experience both on and offsite, driving repeat customers and monitoring visitor satisfaction
Demonstrated excellence in organizational, managerial, and communication skills, both written and verbal
Detail oriented with the ability to manage projects from inception through execution
Good computer skills, knowledge and use of databases
Excellent presentation and customer service skills
Ability to speak Spanish or other languages an advantage
WORKING CONDITIONS AND PHYSICAL EFFORT:
Work is normally performed in an interior office environment, using light physical effort, with little or no exposure to physical risk. . The position also requires the ability to work weekends, holidays and non-traditional hours to accomplish the necessary tasks on schedule.
Anyone wishing to be considered for this position should forward a resume & cover letter to Daniel Delgado in Human Resources via e-mail at email@example.com or fax at (305) 646-4242.
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Contact Email: firstname.lastname@example.org
Contact FAX: 305-646-4300
Contact Phone: 305-646-4277
The Museum of Science, Inc. is an equal opportunity/affirmative action employer and a drug-free workplace.
Affirmative Action Plan can be reviewed upon request.