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Member & Visitor Experience Assistant

2 months ago

West Palm Beach, United States Norton Museum of Art Full time
Job Details:
  • Position Title: Member & Visitor Experience Assistant
  • Status: Full-Time, Non-Exempt.
  • Reports to: Director of Member & Visitor Experience
  • Department: Member & Visitor Experience

Job Purpose:
The Member & Visitor Experience Assistant is a position that plays a critical support role in stewarding a visitor or organization from their first point of contact with the museum, through to becoming a repeat visitor or member. This position supports the Norton’s Membership program and the private Adult Group Tour program, ticketed events, and the overall engagement and experience of Museum visitors. 

Tasks include participating in the private group tour reservation process, constituent record upkeep, and completing weekly data clean-up to keep the museum’s database up to date. The Member & Visitor Experience Assistant reports to the Director of Member & Visitor Experience, and works closely with the Development Assistant for Membership, the Senior Visitor Experience Manager, and the Docent and Volunteer Manager. Additional frontline support may be required, including presence at membership and VIP events throughout the Museum season.

Duties & Responsibilities include, but are not limited to:

Membership and Back Office support:The Member & Visitor Experience Assistant will work directly with the Development Assistant for Membership and the Director of Member and Visitor Experience on the following tasks.

These responsibilities include, but are not limited to: 
  • Utilizing Blackbaud Altru to manage the museum’s scheduled programs, including the removal of outdated programs or reservations and working collaboratively with other museum staff to document program attendance in a timely manner.
  • Weekly database clean-up, including reconciling duplicate constituent records, reconciliation of online sales, confirming that program registrants have been checked in, and record management.
  • Review and create reports based on visitor trends from the museum’s survey efforts.
  • Provide the relevant members of the Development and External Affairs team with any data from Blackbaud Altru or program survey systems, as requested.
  • Collaborate with the Communications team in facilitating post visit engagement of visitors.
  • This position will also be required to support other Museum events and programs, such as private group tours, as needed.

Support Membership directly with:
  • Fulfillment and coordinating membership renewals alongside the Development Assistant for Membership.
  • Gift entry for Membership dues and annual fund gifts.
  • Interact regularly with members through the phone or in person with inquiries regarding digital membership cards or member programming.
Private Adult Group Tours:
The Membership and Visitor Experience Assistant will support the Senior Visitor Experience Manager and with the following:
  • Booking tour reservations with diverse adult organizations and clubs.
  • Requires maintaining an active relationship with tour group organizers over an extended period to ensure repeat visitation and a successful tour.
  • Scheduling tours on the museum’s calendar, ensuring no conflict with other museum programs or events. 
  • Collecting tour deposits, processing payment via Altru, and managing group organization contracts with the museum.
  • Organizing and presenting feedback to the Visitor Experience and LCE teams, to improve the tour program.
  • Report monthly on tours attended and follow up on any outstanding balances or issues to conclude. 
  • Work alongside the Senior Visitor Experience Manager to welcome Adult Group Tours to the museum as needed.
  • Maintaining and updating a tour organization contact list.
 Collaboration with other museum staff and general museum business  Communications:
  • Support with adjustments to the museum’s ticketing web portal to align with Communications initiatives and the museum website.
  • Assist in pulling weekly constituent queries for Communications department eblasts.
Restaurant:
  • Coordinate with Constellation Culinary staff about private lunches that groups can attend after or before their tour, as part of their overall museum experience. 

Museum Store:
  • Provide opportunities for tour groups to visit and be provided special discounts or offers on Store products.
  • Keep Store staff up to date on museum programs and special offers for Private Group Tours.

Learning and Community Engagement:
  • Collaborate with the Museum’s Docent and Volunteer Manager to confirm that docents are available for tours and knowledgeable on the requested tour themes.
  • Collaborate with the Docent and Volunteer Manager regarding docent and tour feedback, and how it is utilized for evaluation of the tour program.
  • Support cross departmental VE and LCE data collection efforts.

Security:
  • Partner with Security to provide a seamless experience for all adult tours at the museum.
  • Work alongside Security to enforce museum visitor policies and keep the Collection safe.

Other projects as assigned. 
Qualifications:
  • Education: BA/BS is required.
  • Proficient in Microsoft Office applications, including database management. Proficiency with Blackbaud donor management software or another CRM is preferred. 
  • Excellent customer service skills including strong verbal and written communication skills are preferred.
  • Comfortable speaking on the phone with visitors for an extended period when the situation requires it.
  • Able to work collaboratively with colleagues, prepared to participate in meetings with other museum staff.
  • Organized, self-motivated, analytical, creative, and detail oriented. 
  • Availability to work weekends on occasion is a plus.
  • Bi-lingual in English and Spanish is preferred, but not required.
  • Flexible schedule and ability and willingness to work nights and weekends as needed.
 

Note: Nothing in this job description restricts management’s rights to assign or reassign duties and responsibilities to this job at any time.  

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