Visitor Experiences Manager

Job Description

The Visitor Experience Manager will be responsible for strengthening and evolving the standards and best practices of visitor experiences at MAP They will be expected to provide input towards, build, deliver and oversee high-quality experiences for the Museums visitors; as well as set up and support MAPs strategic audience-building interventions working in conjunction with other teams to increase visitor footfall, engagement and programme attendance This is a unique opportunity to shape the experience of diverse audiences in a young museum finding its place in its new home Please note: This role requires flexible timings, including late evenings and weekends, in order to attend and manage programmes and engagements, as required MAP has a compensatory off policy in place which is applicable when extra hours are required Duties and responsibilities Assess and work towards growing the overall quality of visitor experiences at the Museum; engage with visitors to effectively and accurately provide information regarding museum policies, exhibitions, collections, accessibility features, special events and programmes Grow and manage the visitor relations team, as required Develop and ensure training (including hospitality, sensitisation and mediation-based) for all visitor-engaging roles, and general staff performing front facing duties by default such as receptionists, housekeeping and security staff among others Design and implement effective feedback mechanisms to understand visitors experiences at the museum Maintain all feedback data and create regular reports to track analytical insights that are presented to others in the organisation Develop, oversee and deliver audience research projects for the museum of both smaller and larger scale as required, to develop a greater understanding of the nature of visitors at MAP, their needs, and more based on an agreed scope Propose and implement strategic interventions based on visitor engagement and feedback to encourage repeat visitors, enrich visitor experiences at the museum, and inform other teams practices, wherever appropriate and possible Provide guided walkthroughs and tours of the building and exhibitions, as required for groups or individuals Support the development of different short-term and long-term mediation strategies and experiences for visitors in relation to exhibitions on view Keep track of the volunteer docent programme, guiding in its management, coordination as well as monitoring and evaluation Support MAPs diversity and inclusion best practices - from infrastructure to training and interventions - to ensure that all visitors feel respected, warmly welcomed, and comfortable in the museum Provide support in the acquisition of new members for the museum, and help with the utilisation of on-site advertising to increase membership sales and renewals Build and help develop partnerships and relationships that can increase visitorship to MAP through non-programmatic opportunities Provide support for special events and public programmes, as needed Skills and experience Knowledge and at least 4 years of experience in audience engagement or visitor relations; experience in museum environments preferred Excellent verbal and written communication skills Fluency in English and Kannada Other Indian and/or international languages are greatly valued Ability to effectively communicate with visitors, peers, and management; and to interface effectively with visitors in both conveying information and listening to questions/concerns Ability to work effectively under pressure and to communicate effectively and diplomatically with peers, patrons, management, volunteers and visitors is vital Willingness to work flexible schedules, including weekends, holidays, and before or after hours as needed Driven, energetic, highly collaborative and results-oriented High level of accountability and efficiency, especially while handling multiple tasks Good research, planning, and organisational skills Excellent attention to detail with ability to handle a fast-paced environment is a must Ability to adapt to changing priorities, and be culturally sensitive and respectful of diversity