Employment Opportunity: Visitor Experience Manager

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Employment Opportunity: Visitor Experience Manager


The Museum of Contemporary Art Toronto Canada (MOCA) is in a defining phase of its evolution, as it moves into a landmark heritage building and advances 20 years of exhibiting, collecting and nurturing innovative contemporary art and cultural practices.

In spring 2018, MOCA will open its 55,000 square foot purpose-designed home in a former industrial space in Toronto’s Junction Triangle. The museum will function as an inclusive cultural catalyst where artists and audiences can step into a wider world of contemporary art, and be part of a global movement defined by new ideas and new forms.

The expanded MOCA will realize its vision through three major exhibitions per year accompanied by a cohesive set of complementary programs, 20+ artist production studios and a renewed commitment to the permanent collection. The institution will be unique in Toronto for putting artists and visitors at the core of its programming, while at the same time seeking international partnerships to encourage exchange and plurality.

Position Summary

Closing: February 23, 2018
Effective: Immediately
Employment Type: Full-time, salaried
Reporting to: Director of Finance & Administration
Level: Management

The Visitor Experience Manager will enhance the MOCA experience for all visitors at every touch point, ensuring that their first and last impressions are not only positive but exceed expectations. They will build and maintain a commitment to excellent customer service in all areas of the museum. This newly created position will develop, oversee, and provide direction for the implementation of a coordinated museum-wide strategic plan for visitor services and operations. They will deliver comprehensive and accurate information and data, relating to all aspects of attendance and the visitor experience, on a regular and ongoing basis, as well as provide day-to-day leadership to a brand-new team of front-of-house staff and volunteers. The incumbent will work with the senior management team to understand and develop commercial opportunities, and will oversee the development, execution and success of a venue rentals program.


Visitor Experience & Attendance

  • Deliver a positive museum visitor experience, by establishing institutional standards, staffing, and resources necessary to effectively serve visitors and improve visitor engagement.
  • Conduct research to enable MOCA to achieve the most innovative, 21st century best practices for customer service and provide recommendations for their implementation at MOCA.
  • Achieve overall visitor satisfaction ratings, specifically in the areas of workforce helpfulness, visitor amenities and services, and the provision of a distinctive and compelling visitor experience and environment.
  • Work strategically to better integrate programming opportunities and offerings into visitor orientation and experience.
  • Alongside the Director of Communications, deliver a strong and integrated visual identity within the public museum.
  • Work with the relevant departments to ensure that interactions with artworks in the museum are staffed, managed, and communicated to the public effectively and safely.
  • Produce and maintain regular sales and attendance reports which enable discussions on audience retention and growth.
  • Oversee the administration of all procedures and policies relating to visitor services.

Staff Management & Museum Operations

  • Provide leadership to all visitor service staff, including front-of house, gallery attendants and volunteers, and establish standards and procedures for recruitment, onboarding and training.
  • Inspire and train staff to achieve superior customer service standards and confidently communicate and engage with visitors at the museum.
  • Manage front-of-house operations and maintain responsibility for ticketing and point-of-sales systems as well as the closing of daily sales.
  • Oversee the implementation and management of a volunteer program including recruitment, orientation and recognition.
  • Identify opportunities for volunteer involvement at the museum.
  • Participate in the establishment of a Health and Safety policy and program.

Venue Rentals & Commercial Activities

  • Strategically manage select revenue generating activities at MOCA including admissions and venue rentals.
  • Oversee the venue rental program and manage staff who are actively soliciting and facilitating rentals at MOCA.
  • Develop and execute all venue rental contracts.
  • Collaborate with the senior leadership team to develop marketing strategies and plans for the promotion of museum facilities as venue rentals.
  • Manage relationships with third party vendors providing retail operations and sublease tenants.


Experience and Skills

  • Relevant post-secondary education, preferably in commerce, business or arts administration
  • 5+ years experience managing front-of-house operations, retail or other commercial activity, ideally in a museum or other public facing cultural institution
  • Demonstrated experience running venue or commercial rentals, events and providing high quality customer service
  • Highly organized with the ability to manage multiple activities at once in order to meet tight deadlines
  • Strong interpersonal and management skills with the ability to manage and train a flexible team
  • Demonstrated track record in hiring, motivating and developing effective teams
  • Thorough knowledge of museums and contemporary culture and a keen cultural visitor
  • Experience managing budgets of $100K+ and generating financial reports
  • Experience in sales and cash handling with knowledge of point-of-sales systems
  • Advanced Microsoft Office skills, experience with Tessitura considered an asset
  • Experience working at a multi-stakeholder not-for-profit and/or in a start-up environment is considered an asset

Additional Requirements

  • A high energy, resourceful, solution orientation with a hands-on management style.
  • Ability to remain calm and clear-headed under pressure with a positive and constructive personal style
  • Ability to operate as an effective tactical and strategic thinker while also executing lower level “hands on” responsibilities; an agile problem solver
  • Demonstrated ability to work with diverse audiences and effectively interface with colleagues, artists and the public; a collaborative team player
  • A collaborative team player with excellent verbal and written communication skills
  • Personal qualities of integrity, credibility, sound judgment and a keen interest in the mission of MOCA

Please submit applications to humanresources@museumofcontemporaryart.ca

Applications must be submitted as one pdf including a letter of motivation, a maximum two-page CV and your salary expectations. Incomplete submissions will not be considered.

Please indicate the position you are applying for in the subject line of your email.

Only those selected for an interview will be contacted, no phone calls please.

The Museum of Contemporary Art Toronto Canada advocates equal opportunity for all employees and applicants for employment and is committed to diversity in the workplace.