Director of Visitor Experience

The International African American Museum, which opened in 2023, seeks a Director of Visitor Experience, to help advance our mission as a world-class museum.

About the International African American Museum

Located on one of the most sacred sites of African American history, the International African American Museum (IAAM) in Charleston, SC is a museum, memorial center, and site of conscience that commemorates the foundational role Africans and their descendants played in the making of America. It will be one of the most important historical and cultural institutions in the country - presenting critical history and programming that will have a meaningful social impact. Visitors, both young and old, will encounter a place of exploration and inspiration, experiencing African American history and culture through our innovative exhibits, stunning African Ancestors Memorial Garden, and through genealogical research at our Center for Family History. Learn more about our organization at iaamuseum.org.

Position: Director of Visitor Experience

Position Level: Director

Division: Operations

Reports to: Chief Operating Officer

Other: Full-time, exempt position

Cultural institutions must be highly responsive to multiple audiences by sharing authentic, relevant experiences with them and act as important centers for innovation, dynamic discourse, and positive social change. As a steward of the IAAM mission, the Director of Visitor Experience supports IAAM’s strategic objectives of creating extraordinary cultural experiences, with a focus on staff development, museum operations, cultural competency, and community relations.

The Director of Visitor Experience (DVE) reports to the Chief Operating Officer; close institutional partners include Public Historian, Director of Education, Membership Manager, Marketing Manager, and Special Events Manager, as well as other museum leadership. Through collaboration with staff across the institution, the DVE provides leadership to define the standards and ethos for visitor experiences at IAAM and provides oversight for all visitor experience functions to ensure that our visitor experience is warm, attentive, inspiring, meaningful, memorable…and fun Serving as a conduit for translating the Museum’s mission into action, the Director of Visitor Experience will have the primary day-to-day responsibility for understanding the particular needs of IAAM’s diverse and intergenerational audiences. The DVE will work collaboratively to design and develop high-quality, responsive, and welcoming experiences for museum visitors and events attendees; methods to facilitate pleasant and fast on-site and online ticket purchasing experiences; and meaningful engagement with visitors.

• Provides strategic-level oversight of all visitor experience-related activities and programs so that these experiences align with the museum’s mission and brand. Participate in and help drive institutional planning that touches on all aspects of the visitor experience.
• Envisions and delivers a visitor experience that sets the standard for IAAM. Leverage best-in- field diversity and inclusion practices to ensure that all visitors feel seen, respected, warmly welcomed and comfortable in the Museum.
• Collaborate with the museum’s leadership team and colleagues to center diversity, equity, accessibility, and inclusion in Visitor Experience operations, activities, and decision-making.
• Oversees and is responsible for general admission, staffing, training, and group tours (including the growth of the group tour business, and its hosting. The DVE manages all matters related to the visitor experience, schedules and evaluates staff, tracks visitor usage patterns and experience data; ensures that visitor concerns are quickly addressed in accordance with the institution’s mission and voice; observes and monitors visitor activity on campus; and supports public programs.
• Recruits, supervises, and mentors front-of-house staff.
• Assembles and analyzes relevant admissions data, and prepares and delivers weekly, monthly, and other reports as requested, detailing VE activities and sales.
• Works closely with the Directors of Education, Public Historian, and Marketing, as well as front-facing teams across the organization, to continuously improve visitor satisfaction metrics. “Deliver as much joy, meaning, and fun to every patron as we can possibly muster” would be one way of describing the job.
• Designs and implements staff training (in collaboration with the Learning and Engagement team) to ensure that all front-line staff can effectively communicate with audiences from a wide range of backgrounds around IAAM’s uniquely relevant, timely, and sometimes challenging exhibition/program content.
• Drives a culture that creates a positive and welcoming first impression, enables efficient admission, and creates and implements strategies that encourage repeat visitation, promote special event ticket purchases, and build and direct tactics for increasing group sales. IAAM (and our home community) relies on hundreds of thousands of visitors venturing to Charleston from near and far, enjoying themselves, and then coming back with friends: the DVE will play a large role in making sure that happens, over and over again.
• Promote interactions with visitors to gain new members through onsite conversion of admissions to membership, renew a lapsed members, and upgrading current members.
• Drives improvements in visitor data collection efforts that will positively impact the museum's ability to more effectively target its offerings and increase visitorship and sales on-site and virtually; works with Marketing to develop and analyze visitor surveys and recommend policy and operational changes based on visitor feedback.
• Support the Museum’s mission, values, vision, and core commitment to the visitor experience, community engagement, and institutional relevancy for the future;
• Contribute to and support the museum’s strategic plan, annual priorities, and institutional initiatives such as diversity, equity, access, and inclusion advancement;
• Contribute to a positive organizational culture based on mutual respect, and a spirit of collegiality, cooperation, and openness to many perspectives;
• Participate in a culture of ongoing learning, collaboration, innovation, creativity, and community engagement.

The ideal candidate will bring vision, resourcefulness, and experience to the position. Candidates will possess strong leadership skills and a proven track record as a competent manager with sophisticated skills in problem-solving, organizational strategy, and budget creation and management.

Direct experience in managing staff and/or similarly complex project management skills required. Serious candidates will be excellent communicators and listeners with particular skills in written communication and oral presentation. Strong skills in project management and collaboration are required and should be clearly evident in the applicant’s resume and cover letter. The ability to multitask and make decisions in a fast-paced environment is key, along with a willingness to work side by side with the team to ensure successful completion of all tasks. A working knowledge of not-for-profit principles is preferred.

The most competitive candidate will have experience in the design, implementation, and evaluation of public and/or community programming, and a demonstrated track record in implementing policies and programs that foster diversity, equity, access, and inclusion in the workplace. In addition:

• 5 - 7 years of experience directing a visitor/public customer service operation with a demonstrated track record of success, in cultural organizations preferred
• BA in museum education, non-profit management, or museum studies or equivalent work experience
• Experience with principles of budget development and management
• Experience with principles of staff and team management, acting as a coach for professional development for staff and as an effective team motivator
• Outstanding customer service, communications, and project management skills for institution-wide planning and coordination
• Act as an ambassador for institution and its role in service to the public, both internally and externally
• Excellent written and verbal communication skills
• Strong scheduling, time management, and organizational skills. Able to work under pressure and meet deadlines.
• Must be self-motivated and resilient
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and social media platforms; Blackbaud Altru experience preferred

The International African American Museum is committed to building a culturally diverse and inclusive staff and strongly encourages applications from women and racially underrepresented candidates. It is the policy of International African American Museum to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the IAAM will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.