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Visitor Experience and Services Manager

1 month ago

Vancouver, Canada Chinese Canadian Museum Society of British Columbia Full time

Visitor Experience and Services Manager



The Chinese Canadian Museum (CCM) is seeking a highly motivated and energized Visitor Experience and Services Manager to join our passionate and growing team.


Reporting to the Director of Marketing and Visitor Experience, the ideal candidate oversees the visitor experience at the museum and the Museum Assistants team. The preferred candidate will manage and coordinate daily Visitor Services operations for the Chinese Canadian Museum in Vancouver Chinatown. The preferred candidate will also work to support marketing campaigns, exhibitions, education programs, and events. The preferred candidate will act as an on-site contact point for community engagement and volunteer development for the Chinese Canadian Museum. The Visitor Experience and Services Manager is responsible for providing an overall visitor experience that aligns with the Chinese Canadian Museum’s strategic goals and mission.

Working for a not-for-profit museum which recently opened to the public, the successful applicant is expected to excel in a fast-evolving environment, working effectively and independently, while collaborating with the museum team, and external partners and stakeholders.

This position is expected to be performed at the office in Vancouver Chinatown, with expected work days on Tuesday (4 hours), and from Wednesday to Saturday from 9 a.m. to 6 p.m. Some events and programs will occur on weekends and evenings with hours adjusted accordingly.


About the Chinese Canadian Museum


The Chinese Canadian Museum Society of British Columbia was founded in March 2020 as an independent, non-profit society to establish and operate a public museum in British Columbia honouring Chinese Canadian history, contributions, and living heritage. The first museum of its kind in Canada, the Chinese Canadian Museum showcases arts, heritage, and cultural exhibitions that celebrate the inclusion and collaboration among Chinese Canadians, Indigenous peoples, and other communities across generations, throughout British Columbia, Canada, and the world.


Working with Our Team:


At the Chinese Canadian Museum, we are a fun, close-knit management team that is supportive of each other’s career goals and are passionate about our cultural institution and Vancouver Chinatown. Our total compensation package is designed to support our staff in achieving their goals and focus on the things our staff love. In addition to competitive base pay, training and development opportunities, we also offer extended health plans, paid time off, matching RRSP plan, phone reimbursement plan, and free admission to museums in 137 countries around the world.


Responsibilities include the following:

  • Manage daily and on-site operations for all visitor services requirements.
  • Develop and lead Museum Assistants team, including recruitment, training, onboarding, scheduling, reviewing, and issues management.
  • Develop and manage Gallery Ambassadors (Volunteers) program, including recruitment, training, onboarding, and scheduling.
  • Monitor, evaluate, and optimize overall visitor services based on internal and visitor feedback.
  • Maintain professional and consistent communication with Museum Assistants and Gallery Ambassadors.
  • Assist and maintain visitor services budget, and coordinate invoices and booking payments with the Finance Team.
  • Track and optimize ticketing, booking, and reporting processes on the CRM platform.
  • Assist in developing internal training manuals, and education resources and content.
  • Provide English and Chinese language support through communications, and developing and editing materials as needed (includes signage, graphics, copy, etc.)
  • Coordinate engagement, outreach, and training opportunities for Museum Assistants and Gallery Ambassadors.
  • Liaise with other museum teams for event and programs coordination and staffing.
  • Other duties as required.



Qualifications


  • Minimum of 3 years experience managing, leading, and evaluating visitor and/or customer services programs, preferable in tourism, hospitality, or retail.
  • Knowledge of guest services and customer relations management best practices required.
  • Experience in effective people management.
  • Experience with budget development, invoicing, and management.
  • Demonstrated ability to think strategically as well as intuitively in high pressure situations.
  • Demonstrated ability to communicate effectively with different audiences and work with diverse groups.
  • Excellent written and verbal communication skills in English and, preferably, in Cantonese and/or Mandarin.
  • Strong experience with online platforms and tools required for scheduling, customer relationship management, and point of sale.
  • Proven ability to work independently and collaboratively, with a high level of organization and attention to detail.
  • Familiarity with Chinese Canadian culture, contemporary art, histories, and/or community building is an asset.
  • Experience working in the not-for-profit sector is an asset.



Salary Range: $70,000 to $75,000 / year

Please submit a cover letter and resume to hr@chinesecanadianmuseum.ca. Posting will be open until the position is filled although priority will be given to those that apply before May 28th, 2024.

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