Job Description

The Customer Experience Manager oversees public-facing museum operations, develops and manages event rentals, and utilizes mission critical systems and databases. Reporting to the Executive Director, this role works collaboratively with all ABM staff, volunteers, and interns. The goal of this position is to provide an enjoyable experience by any person visiting or renting the museum and contributing to the museum’s success by increasing earned and contributed income to ensure the museum’s long-term sustainability. ABM’s Customer Experience Manager is a full-time member of staff, providing operational support of the Museum’s public space.

Core Responsibilities

• Support public-facing operations and front-of-house
• Develop, drive and support event rentals
• Operate and maintain core museum systems
• Support and contribute to fundraising activities

Specific Goals and Responsibilities

• Develop leads into event rentals and manage the museum facility during events
• Respond to event rental inquiries, coordinating rental agreement, COI’s, payments, and event setup
• Create, coordinate and track event rental agreements
• Perform invoicing, reporting and payment management of event rentals
• Support day-to-day logistics of of the facility to provide an excellent customer  experience for all museum visitors
• Provide front-of-house support to welcome and check-in visitors, direct them around the museum, and administer shop sales activities
• Provide reporting on admissions, memberships, donors and visitor demographics
• Work with ABM staff to coordinate event rentals to assure the timely and appropriate setup for groups and individuals visiting the museum
• Assist with fundraising efforts: email campaigns, donor cultivation and prospecting, grant writing and campaign development
• Identify and prepare grant proposals including data analysis
• Conduct and deliver docent tour as needed
• Contribute to creation of promotional content for marketing materials, publicizing museum programs on our website, in printed materials and via social media

Required skills

• Bachelor’s or master’s degree in business administration, museum studies or related work experience
• One or more years working in a museum or similar environment performing many of the above listed responsibilities with a measurable level of achievement of institutional goals
• Able to establish and maintain positive and professional working relationships with staff, volunteers, and members of the public
• Ability to exercise composure and diplomacy at all times; demonstrate creative problem solving and conflict resolution skills
• Excellent written and verbal communication skills including the ability to present information in a variety of formats, and to a variety of audiences; we able to speak comfortably to groups and/or audiences
• Familiarity with appropriate software technology like CRM databases, Ticketing and Event software, Office Productivity software (Google suite and MS Office), and basic social media and email platforms
• Ability to work independently and collaboratively while managing numerous projects simultaneously
• Detail-oriented and able to manage multiple on-going projects
• Willing to lend a hand with other aspects of museum operations and programs as needed
• Demonstrated commitment to supporting a Diversity, Equity, Inclusion, and Access (DEIA) framework
• Graphic design skills and knowledge of tools like In-Design, Photoshop a plus
• Familiarity and experience with WordPress and website management a plus

Working Conditions, and Physical Environment

• Able to commute to downtown San Francisco; this is an on-site position in an open office environment
• Able to work at a computer workstation and front-of-house check-in desk
• Safely handle museum objects, operate tools and machinery
• Able to lift heavy objects and perform maintenance activities as part of the workday
• Able to stand for long periods of time to lead tours or group activities
• Able to climb stairs to reach our administrative office
• Work week is Tuesday-to-Saturday from 9-5, but must be flexible to work alternate hours to support event rentals and special events