Reports To: Chief Marketing and Business Development Officer
Director of Audience Development and Experience
This position is an opportunity for a customer-centric professional who is passionate about informing decisions with data, and has an interest in using their skills to support a mission-driven organization.
The Marketing and Business Development Division is charged with theplanning, execution, innovation and analysis of activities such as museum admission, group sales, ancillary offerings, and public events. All team members are expected to demonstrate an entrepreneurial mindset, exceptional communication skills and operational know-how.
The Director oversees three key responsibilities within this division: visitor experience, group sales, and audience and business analytics. To this end, the Director will:
1. Work in close collaboration with the Chief Marketing and Business Development Officer to identify and manage revenue growth opportunities as well as risks that might prevent growth.
2. Serve as an intermediary between the teams that they supervise and NYSCI's senior leadership, ensuring that strategic institutional priorities are represented in high-performance operations, and that the institution's strategic priorities are informed by operational realities.
3. Collaborate across departments to bring a customer-centric perspective to operational and strategic planning.
4. Lead their team in ensuring operational excellence, and proactively identify opportunities to enhance the experience and mission delivery for all visitors who engage with NYSCI.
The Director will be responsible for data-driven audience development, and planning and oversight of visitor experience. These responsibilities encompass oversight of the activities of revenue-generating units including group sales, general sales, birthday parties, parking, giftshop, café and ancillary attractions, with the goal of growing revenue.
Data-driven Audience Development
1. Oversee the visitor services budget, and collaborate with the Finance Department on forecasting and reporting revenue.
2. Plan department budgets for areas of responsibility, and manage resources to ensure a balanced annual budget. Build business cases as needed for infrastructure and resources.
3. Evolve department budgets and advocate internally for resources where there can be material improvements made to the visitor experience or revenue generation.
4. Leverage NYSCI's business data, market research, and industry knowledge to forecast revenue for various business areas. Develop and implement institutional surveys to understand visitor volume and use patterns; share and integrate findings throughout the organization to inform planning, operations, marketing, and fundraising strategies.
5. Monitor progress towards revenue and online sales goals, and adjust strategy and forecasts in accordance with progress.
6. Continuously enhance systems for regularly gathering visitor feedback and utilizing data in improving quality and type of services provided and motivating and recognizing staff; respond to visitor needs in terms of access to information while balancing organizational goals for community outreach and engagement.
Planning and Oversight of Visitor Experience
7. Lead the development of NYSCI's Customer Service Framework, establishing gold standards in quality and staff expectations for engaging with the science center's diverse constituencies.
8. Develop operations plans for new programs and activities, and assess and reconceptualize existing operating models as needed to improve operational efficiency and/or visitor satisfaction.
9. Oversee assessment of the visitor experience by leveraging data from ongoing surveys, box office systems, and the support of NYSCI's data analyst. Curate analytical reports to inform cross-departmental & executive teams on opportunities to improve the visitor experience.
10. Ensure that the museum is professionally presented and in full functioning condition by regularly assessing visitor areas, and coordinating with exhibits, facilities, and maintenance teams to address cleaning & maintenance needs as they arise.
11. Work in collaboration with security and facilities teams to maintain emergency management plans, and to coordinate the role of Visitor Experience staff in emergency response including: first aid response, lost child response, building evacuation and more.
12. Work in collaboration with finance & IT teams to ensure the secure handling of cash, payment information, and customer information. Ensure that accounting, financial, and data control procedures as recommended by finance & IT teams and suggested by best practice, are implemented among all staff who handle cash, payment information, and customer information.
The Director will supervise the Group Sales, Visitor Experience, and Analytics teams. These teams currently consist of approximately 4 full-time administrative staff. Secondarily, the Director inherits supervision of a core of approximately 20 casual/hourly employees who reportprimarily to the Visitor Experience managers. These teams are expected to scale as attendance returns to pre-COVID levels.
Bachelor's Degree + minimum of five (5) years of experience managing direct-to-consumer business, preferably in the museums, attractions, or hospitality industries.
RELEVANT EXPERIENCE AND SKILLS
5+ years of experience managing direct-to-consumer business, and working directly with customers, preferably in a museum or attraction setting.
Experience in developing systems & teams to deliver world class customer service; experience in implementing strategy and evaluating success.
A strong revenue and growth orientation, with a track record of delivering quantifiable success.
A customer-centric approach to audience and revenue growth.
Experience handling cash, and maintaining strict financial control procedures.
While we strive to ensure a fair work-life balance for every team member, willingness to embrace a flexible/asymmetric work schedule, including weekends and holidays as needed.
Commensurate with education, skills and experience; includes an excellent NYSCI benefits package.
How to Apply
Please send a cover letter and resume to email@example.com. Please include the job title in the subject line. No phone calls.
The New York Hall of Science is an equal opportunity employer committed to fostering an inclusive and innovative environment with the best employees. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, military service, marital status or any other protected status in accordance with applicable law
We support a drug-free workplace.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
NYSCI is New York City’s premier interactive museum of science and technology, as well as a global leader in STEM education and a laboratory for new forms of learning. Founded during the 1964 — 1965 World’s Fair, NYSCI is recognized for groundbreaking exhibitions, innovative educational programs, youth development and mentorship, teacher professional development initiatives, and large-scale events thatdraw children and adults into experiential STEM learning.
Located in Flushing Meadows Corona Park, in the borough of Queens, NYSCI welcomes more than 400,000 visitors annually. The cultural vibrancy and diversity of the audiences NYSCI engages with is one of the museum’s greatest assets and informs the institution’s commitment to ensuring that the museum’s exhibits and programs are accessible and relevant to all.
NYSCI’s mission — to nurture generations of passionate learners, critical thinkers and active citizens through an aspirational approach to learning called Design, Make, Play exemplifies this commitment. We encourage hands-on experimentation, critical thinking, and iterative problem-solving, by inviting visitors into experiences that enable everyone to feel confident and empowered as STEM learners.