Vice President of Sales and Visitor Service




Organization: Miami Science Center
Location: Miami , FL, us
Job or Internship: Job

DEPARTMENT: Visitor Service  

DIRECT SUPERVISOR:    COO

SUMMARY:   The Vice President of Sales and Visitor Service reports to the COO and is a member of the Senior Management Team. The Vice President is responsible for the direction and management of all sales, marketing and visitor service functions including but not limited to box office admissions, event rentals, group sales , business development, pricing, and overall customer service strategy, with a goal of identifying plans of action for increasing attendance, sales volume and maximizing profits. The position will work collaboratively with other Sr. Managers, the selected food service operator and selected retail operator to optimize the opportunities for sales and cohesive visitor service operations.  She/he will develop a team of sales and visitor service professionals will develop policies/procedures and tracking metrics for sales and visitor service, will retain outside advertising and public relations counsel and work with them to develop a comprehensive annual sales and marketing plan and will ensure stewardship of brand and provide leadership in optimizing the museum experience. 

SPECIFIC RESPONSIBILITIES:

  • Develop and executes a comprehensive sales plan to maximize revenues to include ticket sales, groups sales, facility rentals and parking
  • Develop and manage all customer service protocols and training in order to ensure the highest customer satisfaction
  • Participate in the selection and procurement of the ticketing and reservations software system for the new museum
  • Draft and establish departmental policies and procedures for the successful opening and visitor service operations of new museum
  • Oversee sales process and set metrics in order to ensure that revenue goals are met or exceeded.Provide ongoing monitoring of market performance and goal attainment. Recommend shifts in strategies and tactics as necessary to ensure that the annual goals are met
  • Develop pricing strategies for admissions, rentals, memberships, discounted group rates, and other revenue generating ventures
  • Manage marketing partners, manage agency relationship to lead the development of marketing, communications and promotions comprehensive annual plan, lead the development of annual media plan, develop promotional materials including marketing collateral
  • Manage and direct all public relations activities
  • Create relationships with other cultural institutions, non-profits and other markets in order to expand customer base
  • Direct ongoing collection and analysis of demographic information, customer satisfaction and expectation surveys and the gathering of data which will support the museum’s growth and success
  • Develop and manage departmental budget
  • Work closely with Sr. Management Team to manage marketing partners, develop promotional materials, identify community outreach programs, direct public relations activities, and execute press releases
  • Manage Box Office staff and Visitor Service staff, ensuring that the Museum’s daily opening and closing procedures are followed
  • Manage relationship with outside caterer to manage facility rental and special event revenue
  • Manage relationship with outside retail operator to manage retail space and sales
  • Liaise with the Perez Art Museum of Miami (PAMM) and the City of Miami to coordinate usage of Museum Plaza and Museum Park for rentals and events

MINIMUM JOB/EDUCATION REQUIREMENTS:

  • BA (required) in Marketing , Sales or other appropriate areas of Business, Advanced degrees a plus
  • At least 10 years of experience in a comparable industry or market, of which at least 5 years have been at a senior management level 
  • Specific experience leading similar functions at a major national visitor based attraction
  • Specific experience working with: ticketing and reservation software systems, outside agency consultants for PR/Advertising, outside catering and other visitor service vendors.  

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: 

  • A career path with significant track record of increasing sales metrics at a visitor based attraction and experience leading all aspects of the sales/visitor service/marketing mix
  • Metrics driven and proven experience in identifying key business metrics and implementing a quantitative dashboard to evaluate performance against key measures.  Enthusiastic about analytics and tracking tools
  • Well organized, meticulous, great attention to detail
  • Brilliant strategically and creatively: Candidate should have a reputation for driving breakthrough thinking based on consumer insights that leads to business building opportunities
  • Experience working in culturally diverse and multilingual marketplaces and in strong national and international tourism markets including an understanding of the different audience preferences and habits for each segment
  • A thorough understanding and interest in an integrated, technology based and personalized approach to visitor management and the potential impact this has on marketing and visitor service strategy
  • Experience with digital marketing, social media and nontraditional/progressive tools for enhancing the visitor experience both on and offsite, driving repeat customers and monitoring visitor satisfaction
  • Demonstrated excellence in organizational, managerial, and communication skills, both written and verbal
  • Detail oriented with the ability to manage projects from inception through execution
  • Good computer skills, knowledge and use of databases
  • Excellent presentation and customer service skills
  • Ability to speak Spanish or other languages an advantage

WORKING CONDITIONS AND PHYSICAL EFFORT:

Work is normally performed in an interior office environment, using light physical effort, with little or no exposure to physical risk. The position also requires the ability to work weekends, holidays and non-traditional hours to accomplish the necessary tasks on schedule.

APPLYING

Anyone wishing to be considered for this position should forward a resume & cover letter to Daniel Delgado in Human Resources via e-mail at  ddelgado@miamisci.org or fax at (305) 646-4242.

For further information and a full job description, please visit our website at www.miamisci.org and click on “Join Our Staff” under the Join & Support tab.