Manager of Visitor & Venue Services

Job title: Manager of Visitor & Venue Services

Job description: As the Manager of Visitor & Venue Services, you will collaborate across the institution to ensure that all visitors are met with an inviting and dynamic first impression of the Bata Shoe Museum, and leave feeling excited, energized and eager to learn more about the Museum’s offerings. This position is central to the advancement of audience loyalty, BSM Friends Program sales, and attracting both new and repeat visitors through close collaboration with all departments, but especially Marketing & Communication, Education and Development. You will also be responsible for merchandizing and managing the Museum Shop. The role encompasses the continual enhancement of a museum-wide commitment to a visitor-centered experience. You will also assist with the development of more inclusive and accessible initiatives, which will attract and retain individuals from a variety of backgrounds and communities.

As the Manager of Visitor & Venue Services, you will:

Visitors Experience:

• Recruit, train and schedule Front of House staff.
• Lead the daily operations of the admissions desk with a focus on excellent customer service, including responding to visitor complaints and other feedback.
• Maintain an up-to-date knowledge of exhibitions and upcoming programs (both virtual and in person) in order to provide the best possible service.
• Responsible for, and have a thorough working knowledge of, all online retail and ticketing systems used by the Museum.
• Be able to answer all general guest and visitor enquires concerning the Museum’s current exhibitions and programs.
• Work with the Head of Facilities to ensure the Museum is at the highest standard of cleanliness and health and safety.
• Encourage visitors to provide feedback.
• Report any event of (or intention to) theft / vandalism / malicious damage to the Deputy Director of Administration and the Head of Facilities.
• Encourage and enhance learning opportunities in conversation with visitors and guests by actively promoting all current and future exhibitions and programs.
• Work with the Marketing & Communications and Education departments to plan and implement special ticketing and promotions aimed at increasing attendance (includes donation requests, complimentary tickets, discount ticket options, etc.)
• Work with other staff to advocate for visitors with diverse interests, abilities, and needs.
• Assemble and analyze admissions data, and prepare and deliver reports to senior management.
• Other duties as assigned.

Retail Shop:

• Ensure the smooth running of daily shop transactions.
• Be responsible for sourcing and purchasing popular and relevant Museum Shop inventory.
• Commit to stocking Museum Shop with items from diverse makers, including Indigenous artists and businesses.
• Commit to the fifteen percent pledge, which ensures that fifteen percent of shop shelf space supports Black-owned businesses.
• Maintain accurate records relating to retail sales, inventory orders, inventory returns, and lead the annual inventory count.
• Be responsible for maintaining the tidiness of the Museum Shop and inventory.
• Ensure inventory is accessible at all times and be responsible for creating attractive and appropriate displays.
• Be responsible for opening and closing the Museum Shop as required.

Venue Rentals and Events:

• Be responsible for working collaboratively with other departments in the coordination of all BSM events and programs during the day and after hours.
• Ensure accuracy in all bookings for third-party events at the Museum.
• Ensure each event is undertaken and completed successfully.
• Consult with the Deputy Director of Administration on all rental proposals, which will not generate income for the Museum, evaluating each proposal on its merits on a case-by-case basis.
• Allocate all expenditures to specific venue rental projects, to enable the Museum to ascertain each project’s profitability.

The Manager of Visitor & Venue Services will report to the Deputy Director of Administration.

Hours are 9:30am-5:30pm, Wednesday to Sunday, with evening work when needed.

Requirements: The desirable candidate will have:

• A Bachelor’s degree, certificate, or relevant experience in communications, museum studies, event planning, retail, tourism, hospitality administration, or a related field
• A minimum of three years customer service experience and a strong track record of providing excellent customer service preferably in a museum environment.
• Experience with interviewing, hiring, training, and supervising staff.
• Familiarity with the not-for-profit, arts and culture sectors.
• Demonstrated literacy in MS Word, Excel & Outlook.
• Working knowledge of Diversity, Equity and Inclusion principles and how they relate to museums.

Desirable but not essential attributes include:

• Experience working in a small organization.
• Familiarity with the BSM’s collections.
• Knowledge of fashion history.

Additional Info: The Bata Shoe Museum is proud to be an equal opportunity employer. We celebrate diversity and we remain committed to creating an inclusive environment for all employees. We select applicants based on their skills, knowledge, and commitment. We also recognize that candidates may request accommodations in order to participate to the best of their abilities. As per provincial and national human rights guidelines, reasonable workplace accommodations and adjustments will be granted.

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