Visitor Experience Manager

**Position Summary**:
At YouthLink Calgary Police Interpretive Centre, we transform curiosity into connection. We deliver immersive crime prevention experiences, hands-on history, and unforgettable public programs that immerse visitors into the world of policing.

The Visitor Experience Manager is responsible for leading the front-facing operations of the Museum. Ensuring that every visitor enjoys an informative, engaging, and welcoming experience. This role is key to building positive community relationships, improving public understanding of policing history, and fostering repeat visitation through exceptional service and programming.

**Key Responsibilities**:
**Visitor Services & Engagement**
- Manage daily visitor operations, including admissions, visitor flow, tours, and gift shop experience.
- Ensure tours and interpretive experiences are accessible, inclusive, and historically accurate.
- Develop and implement customer service policies and procedures that reflect the museum’s values and mission.
- Handle visitor inquiries, feedback, and complaints with professionalism and tact.
- Supervise and support Visitor Experience staff and volunteers by providing training to staff and volunteers in program delivery, interpretation and tour guiding.
- Oversees and coordinate YouthLink Volunteer Program
- Manage and delegate booking inquiries, such as group visits, including schools, community organizations, and policing partners.

**Educational, Public Programming & Events**
- Lead the research, development and implementation of public programs in the museum, including museum public day activities, tours, adult evening events and other revenue generating experiences.
- Conceptualize, plan, and execute seasonal events and exhibitions openings and commemorations that align with the museum’s mission and audience needs.
- This will include managing budgeting, scheduling, vendor coordination, promotion, and staffing
- Participate in YouthLink’s Event Committee, working closely with internal teams to conceptualize, plan, and execute larger, special events from start to finish.
- Responsible for overseeing all aspects of YouthLink’s summer camp programs. This will include providing direction, support, training and guidance to summer camp staff to ensure a safe, engaging, and fun experience for all participants.

**Gift Shop Operations & Administration and Reporting**
- Overseeing the day-to-day operations of the gift shop including staffing, merchandising, sales and cash out.
- In conjunction with the Executive Director, oversees the overall planning and strategic vision for the gift shop.
- Monitor visitor statistics and report on engagement metrics, including attendance and satisfaction.
- Minding and creating budgets for the Visitor Experience Department.
- Work in collaboration with Human Resources to hire Visitor Experience staff.

**Collaboration & Community Relations**
- Serve as a key point of contact for all community partners and CPS personnel for external visitor experience related inquiries, events, venue bookings or tours.
- Support marketing and communications efforts by providing insights into visitor behavior and event engagement.
- This will also include liasing with the marketing department to ensure the website is up to date with future events and offerings.
- Represent the museum at community events and networking functions, as needed.

**Qualifications**:
**Required**:

- 5+ years in visitor services, customer experience, museum operations, or similar field.
- Previous volunteer coordination experience.
- Proficiency in booking system software and point-of-sale systems.
- Experience in planning and executing public or special events from start to finish.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proven problem-solving and conflict resolution skills.
- Availability to work weekends, holidays, and occasional evenings.
- Experience in a museum, heritage site, or public-facing cultural institution would be considered an asset.
- Knowledge of museum education, history, or policing heritage would be considered an asset.

**Additional Information**:

- A CPS enhanced security clearance will be conducted for this position.
- This is an hourly position working 35 hours a week, from Tuesdays to Saturdays. The person in this position may be asked to work weekends and evenings on occasion and may be asked to attend external presentations and events.

**Application Process**:
Please submit your cover letter and resume directly on Indeed.
- **Please note that resumes without a cover letter**_**will not**_ **be considered.**_
- **Thank you to all who apply, but only those selected for an interview will be contacted.**_
- **YouthLink Calgary encourages applicants from diverse communities and across the Government of Canada’s job equity groups.**_

**Job Types**: Full-time, Permanent

Pay: $65,000.00-$84,900.00 per year

**Benefits**:

- Dental care
-