Director of Membership & Guest Services

The Director of Membership & Guest Services is responsible for the development, oversight and implementation of strategies that grow OMSI's Membership and community outreach programs while providing strategic direction to the Guest Services and Program Sales teams to continually improve member, visitor, and participant experience.

This position is accountable for membership and group customer acquisition, retention, and stewardship through the development of promotional campaigns, membership appeals, special cultivation events, and other strategies; enhancing the museum admissions experience; designing budgets and plans that ensure progress toward target goals; strengthening partnerships with Pacific Northwest schools and community organizations; and providing ongoing support and direction to staff activating the strategies.

Collaborating with teams across the organization, the position will support OMSI's strategic objectives and values with a focus on staff development, cultural competency, guest relations management, and leveraging data to achieve financial and participation goals.

Essential Duties and Responsibilities:

• Membership Program Leadership:
  • Leads strategic planning and implementation of OMSI initiatives aligning with our 5-year vision, 20-year vision, and the Equity Action Framework (EAF);
  • Develops and implements strategies to achieve membership experience goals, growth goals, financial goals, operational goals and associated metrics, and provides regular reporting;
  • Evaluates current practices and stays current with membership engagement and retention techniques and technologies to meet the needs of diverse audiences, and plans for changing needs of members;
  • Evaluates data and trends and maintains relevant data in collaboration with the Enterprise Systems team, to inform continual improvement related to OMSI products and services, sales, and technology and operational processes;
  • Collaborates with the Sr. Director of Marketing and the Development team to develop and implement communication plans for specific member segments;
  • Collaborates with the Director of Events and the Development team to develop and implement membership events;
  • Collaborates with the VP of Marketing and Retail to develop pricing and membership benefit strategies that compliment general admission strategies and goals;
  • Collaborates with the VP of Marketing and Retail and the Senior Director of Brand Marketing on planning for and management of divisional budgets to ensure short- and long-term goals are met through labor planning, forecasting, and reforecasting. Budgets include Program Sales ($350K) and Guest Services ($700K) with a combined revenue responsibility in excess of $8M;
  • Provides leadership for ongoing and strategic fundraising efforts with the Development team to support institutional and individual giving portfolios and goals.
• Program Sales Leadership:
  • Develops and implements strategies to achieve program sales customer experience goals, growth goals, financial goals, operational goals and associated metrics;
  • Provides strategic direction to the team on building relationships with diverse schools, community organizations, homeschool programs, and other groups;
  • Collaborates with various internal staff to ensure efficient operations for program sales;
  • Collaborates with the VP of Marketing & Retail and VP of Learning Experiences-in addition to internal partners-to develop pricing strategies;
  • Provides staff and customer support in resolving issues that arise.
• Guest Services Leadership:
  • With cross-divisional collaboration, develops and implements strategies to achieve guest experience goals, resolve pain points for guests, and track associated metrics;
  • Evaluates practices and stays current with guest engagement and service strategies to meet the needs of diverse audiences;
  • Evaluates data and trends to inform continual improvement related to OMSI's guest experience, personnel training, and processes;
  • Provides staff and customer support in resolving issues that arise;
  • Consults on and supports OMSI safety protocols, including acting quickly and effectively in case of emergency in compliance with relevant Emergency Action Plan (EAP) procedures.
• Personnel Management:
  • Manages divisional staff and provides mentorship and coaching to enhance individual and organizational knowledge and capabilities;
  • Oversees the recruitment, hiring, onboarding, and training of staff;
  • Fosters a collaborative team environment, with an emphasis on creating high quality guest and customer experiences;
  • Continuously identifies and assesses skill and knowledge needs, and allocates future personnel and external resources to meet the needs of strategic initiatives and projects;
  • Prepares and facilitates the development and implementation of staff work plans, and provides regular 1-on-1s, check-ins, regular team meetings, and performance reviews.
• Partner Engagement:
  • Identifies, cultivates, and stewards opportunities for mutually beneficial partnerships in support of school-based and community programs, initiatives, departments, teams, and project deliverables;
  • Ensures collaborative projects are designed with clear expectations and responsibilities for each party.

Working Conditions:

• This position is exempt, paid salaried;
• This position is regular full-time scheduled for 40 hours/week;
  • Requires working onsite at the museum location;
  • Regularly scheduled Monday-Friday, with some weekends and holidays in support of Guest Services and Program Sales teams.
• Physical Demands: 70% sitting, 28% standing, 2% lifting/carrying 50 lbs;
• Vision Demands include:
  • Close vision (clear vision at 20 inches of less)
  • Peripheral vision (ability to observe an area that can be seen up and down or to the left or right while eyes are fixed on a given point)
  • Depth and perception (three dimensional vision, ability to judge distance and spatial relationships)
  • Ability to adjust focus (ability to adjust the eyes to bring an object into sharp focus)
• Environmental Demands include:
  • Consistent movement up and down stairs
  • Work in the lobby may include changes in temperature and direct sunlight
• Noise Levels include:
  • Quiet (examples: library, private office)
  • Moderate (examples: business office with computers and printers, light traffic)
  • Loud (examples: metal can manufacturing department, large earth-moving equipment)
  • Very loud (examples: jack hammer work, front row at rock concert)

Secondary Responsibilities

Secondary responsibilities include-but are not limited to-the following:

• Collaborates with Facilities and relevant teams to maintain appearance, functionality and safety of OMSI's main lobby and adjacent public areas;
• Helps shape and align policies for volunteer participation and supports Guest Services and Program Sales Volunteer Engagement staff.

Knowledge and Skills:

REQUIREMENTS:

• Business Practices:
  • Exceptional communication and customer service skills, with an emphasis on presentation, relationship stewardship, and problem-solving-phone, email, and in person;
  • Demonstrated and excellent interpersonal, written, and presentation communication skills;
  • Ability to work effectively with people of diverse backgrounds and talents in professional, education, research, and evaluation settings;
  • Excellent organizational, strategic planning, analytical, and problem-solving skills, with an emphasis on exercising initiative and good judgment while adhering to confidentiality, protocol, and community agreements;
  • Demonstrated ability to effectively pivot between individual and team-based work on multiple, simultaneous, and diverse tasks;
  • Effective time management skills, with an emphasis on managing and tracking multiple projects-often with overlapping and time-sensitive deadlines.
• Sales and Guest Services Knowledge and Strategy:
  • Ability to vision and develop strategies for products and services that support OMSI's sales and membership goals;
  • High proficiency with Google Suite and Microsoft Office, as well as Point of Sale (POS) systems and customer relationship management (CRM) software;
  • Ability to conceptualize and explain high-level, big-picture ideas and strategies, then apply them at a tangible, operational level in service of retail staff and guests;
  • Ability to interact with a range of diverse audiences, while providing high-level customer service in a culturally responsive manner.
• Supervision and Leadership:
  • Developed organizational, project, leadership, and people management skills that encourage collaboration, team-building, and accountability that meet individual, departmental, and organizational deadlines and expectations;
  • Ability to manage six-figure annual budgets, estimate labor time and costs for projects, and manage employee and vendor workloads across multiple and simultaneous projects;
  • Ability to model and support a positive team dynamic with an emphasis on coaching and mentoring paid and unpaid staff using asset-based feedback;
  • Ability to train staff on customer service best practices, with an emphasis on advancing diversity, equity, and inclusion through a racial equity lens;
  • Ability to maintain and support professional relationships with community and industry partners.

PREFERENCES:

• Excellent oral and written communication skills in a non-English priority language in Oregon, with bilingual Spanish preferred.

Education & Work Experiences:

REQUIREMENTS:

• Minimum of 8 years experience with the following:
  • Demonstrated management experience, including multiple projects, resourceful problem-solving and adaptability, process improvements, and budget responsibility;
  • Demonstrated experience working in a fast-paced collaborative environment with stringent and overlapping deadlines;
  • Demonstrated experience working in a public-facing, customer service environment;
  • Examples of effective communication with a variety of internal and external stakeholders in a work environment, as well as fostering strong and lasting community partnerships and relationships;
  • Experience working effectively with people of diverse backgrounds and talents in professional work environments, with an emphasis on collaborative projects and deliverables.
• A minimum of 5 years supervising, training, and coaching a diverse group of staff, with an emphasis on the following:
  • Working knowledge of best practices in staff professional development, such as mentorship and leadership opportunities for rising professionals;
  • Experience training and/or coaching staff on diversity, equity, and inclusion practices in a customer-service context.

PREFERENCES:

• Experience working with volunteers;
• Experience managing a membership, loyalty, or subscription program;
• College degree in an industry related to hospitality, business, marketing or an interdisciplinary program with an emphasis on customer service and core/foundational knowledge of financial, sales, and/or marketing principles.

Additional Requirements/Preferences; Including Licenses and Certifications:

REQUIREMENTS:

• Pre-employment checks, such as criminal background checks and reference checks.

PREFERENCES:

• None.

Benefits and Perks at OMSI

• Multiple health plans (OMSI pays 86% of employee premiums)
• 403(b) retirement with employer match eligibility
• 2 weeks of vacation per year
• 2 weeks of sick time per year
• 12 personal / cultural days (PTO) per year
• Free annual OMSI Family Membership
• Reciprocal Employee Attractions Pass (REAP)
• Inclusion-centered professional development opportunities
• Employee-led rewards and recognition program
• Discounts on summer programs for employee's children