Sales and Service Supervisor

Sales and Service Supervisor (Regular, Full-Time) 

Visitor Services

Reporting to the Manager, Visitor Services, the Sales and Service Supervisor is responsible for training, motivating, and mentoring on-site Ticket Office staff to ensure every interaction with visitors and LACMA members is a positive, relationship-building experience that supports membership conversion and retention. This frontline role troubleshoots membership issues as they arise, escalates concerns when necessary, and coordinates staff sales efforts to ensure daily, weekly, and monthly goals are clearly communicated and met.

Working closely with the Manager and in collaboration with the Visitor Services and Membership leadership teams, the Supervisor oversees front-of-house operations related to membership sales. This position also supports the Visitor Services team by assisting with training, guidance, and overall sales and service efforts. Additionally, the Supervisor provides work direction and day-to-day oversight to the Sales Associates team.

Responsibilities: 

• Coordinates on-site promotion, sales, and service efforts for the LACMA Membership program in collaboration with Visitor Services Associates and Sales Associates.
• Tracks, shares, and reports membership sales goals and team performance on a regular basis.
• Partners with the Membership Marketing team to communicate weekly membership updates—including program highlights, appeals, and sales talking points—to front-of-house teams via email and meetings.
• Recommends and implements sales strategies, as well as team and individual incentive programs, to ensure membership sales goals are met or exceeded.
• Models LACMA's core values by fostering a professional, service-focused environment that supports exceptional visitor and member experiences.
• Collaborates closely with the Visitor Services Leadership Team on daily operations and service priorities.
• Assists in preparing and leading daily pre-shift meetings for Visitor Services staff.
• Resolves visitor and member concerns promptly and escalate issues when needed to ensure timely resolution.
• Trains new Visitor Services Associates and Sales Associates on membership sales strategies, service expectations, and Ticket Office procedures.
• Provides clear, accurate, and timely written and verbal communication to internal teams.
• Supports on-site operations, including opening and closing procedures, and assist at the Membership window during peak hours.

Benefits:

• The expected hourly rate for this Los Angeles, CA based position is $27.00-$28.00, subject to change, and the position is eligible for LACMA's comprehensive benefits package, including pension plan.
• LACMA is committed to providing its employees with valuable and competitive benefits as a core part of a strong overall employee experience.

Qualifications:

• Bachelor's degree in Business, Communications, or Art History and/or equivalent work experience
• Minimum of 3 years of sales experience, in a high-touch customer service environment with a demonstrated knowledge of non-profit business practices, and a proven ability to provide effective, friendly, and outstanding customer service and training to colleagues or staff
• Proven skills in membership software, preferably in Tessitura
• A strong ability to relate to diverse groups of people from all social and economic segments of the community
• Established ability to provide effective customer service for internal and external clients
• Must operate with a strong attention to detail using strong organizational skills while managing a continuous workflow in a member-focused, high-volume setting
• This position works on-site Thursday to Monday and supports occasional evening events as necessary