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Job Description:
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RESPONSIBILITIES
Visitor Experience:
- 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 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 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 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.
- 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.
- Collaborate with the senior leadership team to develop marketing strategies and plans for the promotion of venue rentals.
- Manage relationships with third party vendors providing retail operations.
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 public facing cultural institution
- Demonstrated experience running venue or commercial rentals and/or events
- 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
- 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
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
- Demonstrated ability to work with diverse audiences and effectively interface with colleagues, artists and the public
- 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 MOCAPlease 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.
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