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Job Board

Visitor Services & Retail Manager

Museum of Contemporary Art Denver

Denver
Full Time
Posted May 9, 2024
The Position

The Museum of Contemporary Art seeks a dynamic individual to join our team as the Visitor Services & Retail Manager. In this pivotal role, you will champion positive visitor experiences and drive retail merchandise sales, embodying the museum’s commitment to excellence. Collaborating across departments, you will ensure every visitor encounters a welcoming environment that fosters engagement with our offerings. Additionally, you will strategically curate retail initiatives to achieve sales targets, both onsite and online, aligning seamlessly with the mission and programs of MCA Denver. If you are passionate about customer service, retail management, and promoting cultural engagement, we invite you to apply.

This is a full-time position with benefits, and the successful candidate will have a flexible schedule to support evening and weekend events with the opportunity to work remotely up to one day per week on administrative tasks as needed.  Our headquarters, and this position, are based in downtown Denver.

About You

  • You are a creative problem solver who takes initiative and approaches new concepts with curiosity.
  • You are detail oriented while also being able to see the bigger picture.
  • You have excellent organizational and, on the spot, problem-solving skills, you can communicate with a variety of audiences and you like engaging with the public.
  • You enjoy motivating a team and looking for ways to continuously improve operations.
  • You have a proven ability and eagerness to identify technology gaps and learn new skills quickly.
  • You are knowledgeable about or have an interest in contemporary art and culture.  Experience working in a cultural institution is strongly preferred.
  • The desire to work with a dynamic, diverse, and collaborative team during museum operating hours including evenings and weekends.

A Day in the Life

Visitor Engagement & Onsite Experience

  • Lead by example to ensure exemplary customer service and a positive museum experience, encouraging repeat visitation and engagement.
  • Collaborate with the COO to develop retail strategies that drive sales which align with the museum’s mission and long-term revenue objectives.
  • Coordinate with internal departments to effectively communicate museum information to visitors.
  • Support membership acquisition and renewal goals.  Ensure all visitor-facing staff understand and can promote the benefits of all membership levels.
  • Address visitor concerns promptly and effectively, managing escalated issues with sensitivity and professionalism.
  • Oversee the public tour program and group reservations, supporting initiatives to increase adult group visitation.

Department Operations

  • Direct day-to-day operations of Visitor Services, and proactively assess and recommend enhancements and improvements that are aligned with the museum’s mission and budget.
  • Recruit, train, supervise, and mentor a high-performing Visitor Services team, ensuring adherence to schedules and attendance protocols.
  • Serve as the internal expert on admission ticketing systems, phone systems, and retail point of sale processes.
  • Conduct regular inspections to uphold museum standards and readiness for visitation.
  • Develop, implement, and maintain Museum standards for training manuals, emergency response plans, and wayfinding signage.
  • Manage visual merchandising through attractive store displays and inventory management.
  • Monitor merchandise inventory, and reorder merchandise according to stock on hand, sales volume, and seasonality.
  • Maintain the shop’s online store sales, including order fulfillment, and responding to customer emails and inquiries.
  • Maintain organization of merchandise backstock and storage areas.

Collaboration

  • Work with other staff and advocate for visitors with diverse interests, abilities, and needs.
  • Collaborate with local colleges and universities to acquire student work-study and interns.
  • Coordinate with Programming and other departments to ensure seamless execution of special events and programs.
  • Collaborate with the Marketing department to develop promotions, communications and overall strategies highlighting suppliers and growing in-store and online shop sales.
  • Collaborate with external vendors of Visitor Services.

Fiscal Responsibilities

  • Work with the Finance Department to oversee cash-handling procedures and maintain accurate counts and financial records. Supervise point of sale and online transaction and register closeouts. Oversee weekly bank deposits.
  • Manage the annual labor budget for Visitor Services, ensuring fiscal responsibility.
  • Maintain appropriate merchandise inventory levels, gross margin and sales according to targets.
  • Process all merchandise payable invoices timely and accurately.
  • Assist with annual and periodic auditing.

What You Bring to Us

  1. A minimum of 3 years of experience in retail or other customer service-related role, preferably in an arts environment, and a minimum of 2 years of team leadership experience.
  2. Ability to exercise composure and diplomacy at all times; demonstrate creative problem solving and conflict resolution skills.
  3. Leadership, team-building and motivational skills.
  4. Demonstrated understanding of protocol and sensitivity to cultural diversity needs.
  5. Proficient computer skills including Microsoft Office, Google Suite, ticketing and point of sale experience as well as general math proficiency.
  6. Excellent organizational skills, written and oral communication skills, attention to detail, and ability to prioritize work and tasks. Requires adaptability to produce and meet deadlines in a fast-paced, multi-task environment, and the ability to work independently as well as part of a team.

Physical Requirements

  • The physical demands and work environment characteristics described here are representative of those that must be met by a staff member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Ability to speak, understand, and communicate in English effectively, in person and in writing. Ability to hear adequately in person and by phone, in personal and group settings.
  • You need to be able to sit or stand for up to 8 hours per day. Ability to reach for, move and/or lift up to 50 pounds and use your hands to finger, handle, or feel objects, tools, or controls, mobility to access a wide variety of meeting and museum settings, and to perform a variety of tasks that involve standing, walking, sitting, stooping, kneeling, bending, and twisting, climbing stairs or using an elevator, possibly reaching chest high and overhead for materials, with reasonable accommodation.

About Us

The Museum of Contemporary Art (MCA Denver) is a nonprofit organization providing an innovative forum for contemporary art that inspires and challenges, creating understanding and dialog about the art of our time. MCA Denver is paving a new path for a 21st century museum that is Both/And: We are both advancing the field of contemporary art and providing a platform for creative expression, in the broadest sense of the term.  We present both world-class exhibitions and quirky events, serious lectures and epic parties.  We are both sophisticated and unpretentious. We welcome all audiences, celebrate all voices, and share all stories to provide one-of-a-kind experiences for our community.

Our Core Values

We are:

Adventurous – We are risk-takers. We are creative, open, curious, and sometimes weird.

Excellent – We strive to be the best in our field, we have high expectations, we believe in being resilient, creative problem-solvers, and professionals.

Human Centric – We are collaborative. We strive for emotional intelligence, and we value relationships.

Inclusive – We are welcoming to all audiences, voices, and stories. We believe in being authentic and inclusive.  We actively seek and engage with diverse perspectives.

MCA Denver is committed in policy, principle, and practice to maintaining an environment that prohibits discriminatory behavior and provides equal opportunity for all persons. MCA Denver affirms its commitment to provide a welcoming and respectful work and educational environment, in which all individuals within the museum community may benefit from each other’s experiences and foster mutual respect and appreciation of divergent views. All employment decisions at MCA Denver are based on business needs, job requirements and individual applicant qualifications, without regard to race, color, religion, or belief, ancestry, age, sex (including pregnancy, sexual orientation, and gender identity), family or parental status, or any other status protected by law. MCA Denver will not tolerate discrimination or harassment based on any of these characteristics.

Our History

MCA Denver was founded in 1996 by philanthropist Sue Cannon and a group of committed volunteers and artists who responded to the community’s need for a contemporary art museum in Denver. In 2007, we opened our new, 27,000-square foot, environmentally sustainable facility in the Riverfront neighborhood of LoDo Denver. Our building has five galleries on two floors as well as dedicated education spaces, a gift shop, an innovative art lending library, and a rooftop bar and café.  In 2021, MCA Denver opened a satellite location at the Holiday Theater in Denver’s Northside.  This 380-seat auditorium is the site of some of the museum’s programming and events.

Compensation: 60,000 - 63,000 / year

Apply Here