Manager, Retail and Visitor Experience

The Museum of the City of New York fosters understanding of the distinctive nature of urban life in the world’s most influential metropolis. It engages visitors by celebrating, documenting, and interpreting the city’s past, present, and future. Founded in 1923, the Museum of the City of New York (MCNY) showcases the city’s unique stories and cultural treasures. The country’s first and largest city museum, MCNY presents immersive exhibitions and programs at the intersection of history, popular culture, and art to 200,000 people annually, including 30,000 students and educators, fostering shared identity, civic pride and engagement, and social cohesion for New Yorkers. As Manager, Retail and Visitor Experience, you will lead the museum’s admissions/visitor experience and retail sales team. Reporting directly to the Director of Retail and Visitor Experience, this role is responsible for hiring, training, scheduling, supervising, and motivating a staff of approximately 10–15 part‑time employees and maximizing visitor satisfaction and earned revenue. Roles and Responsibilities Manage staff of approximately 10–15 Visitor Services/Retail Associates. Manage weekly schedule, daily sheets, and coverage for after‑hours events in conjunction with Public Programs, Groups, Events, Development, and Membership departments. Supervise and maintain efficient daily operations, including accounting processes and reconciliations for opening and closing shops and admissions; monthly income and expense reconcilations. Track and respond to visitor feedback. Recruit, hire, train, and implement trainings, programs, and policies aimed at providing superior customer service. Conduct daily meetings with shop and VE staff to communicate daily happenings, promotions, discounts, museum programs, etc. Perform periodic reviews of cash handling protocols to ensure that all aspects of operations meet museum standards. Manage scheduling of institutional trainings and workshops for the Visitor Services/Retail Team, ensuring uninterrupted operations. Maintain accurate reconciliation of and approve timesheets using the payroll system. Manage accounts with third‑party ticketing vendors, including timely updates to 3rd‑party websites about changes in hours, exhibitions, etc., and end‑of‑month redemption reconciliations. Meet weekly with the Director of Retail and Visitor Experience to provide feedback and establish priorities; attend meetings with other departments as needed. Sell memberships and encourage staff to achieve or surpass membership sales goals. Ensure that staff comply with all departmental and institutional policies. Maintain updated procedures files for Visitor Services/Retail Associates. Maintain adequate inventory of all admissions desk and retail supplies. Allocate at least 65 % of manager time on the sales floor working directly with customers and staff. Perform other duties as assigned. Desired Qualifications Minimum of 3 years experience in admissions/customer service and/or retail management; museum or non‑profit background is a plus. Ability to provide high‑level customer service to all internal and external customers. Proven success managing and leading a dedicated staff. Strong organizational skills and ability to analyze and report on sales and attendance data. Detail‑oriented and able to maintain integrity of ticketing system. Proven ability to handle a diverse workload and multiple priorities. Flexible, team player, and ready to jump in when needed. Capability to collaborate with various museum departments and others. Proficient with Microsoft Office programs. Experience with Blackbaud Altru and Shopify POS is a plus. Bachelor’s degree preferred. Merchandising/visual presentation skills are a plus. Availability for weekend day shifts, some holidays, and occasional evening hours. Commitment to diversity, equity, and inclusion and passion for advancing equity and addressing structural racism within nonprofit organizations. Physical Requirements & Work Environment This role requires traversing for 75 % of the time and navigating office and museum environments. Proficiency in operating office equipment and occasionally lifting up to 50 pounds is essential, along with significant wrist, hand, and finger movements. Strong visual acuity (close, distance, color, and peripheral vision) is necessary for tasks like data analysis and computer use. Occasional outdoor work may be required. Compensation and Benefits The annual salary for this position is $55,000–$60,000. The position offers a competitive benefits package including medical, dental, vision, FSA, HSA, life insurance, 401(k), defined benefit pension plan, short- and long-term disability, employee assistance program, and optional critical illness, accident, legal services, and pet insurance. Paid time off includes 10 days of annual leave rising to 15 days in year 2 and 20 days in year 3, plus 12 sick days per year and 12 holidays. Your employment relationship with the museum qualifies you for free or discounted admissions to participating cultural institutions. EEO Statement The Museum of the City of New York is committed to fostering a collaborative and respectful work environment with staff as diverse as New York City and the audiences who are curious about learning more about its history and engaging in contemporary urban issues. Our staff members are dedicated to working towards a common goal: creating the most dynamic and inspiring city museum in the world. The Museum of the City of New York is an equal opportunity employer. The museum provides equal employment opportunity for all employees and applicants without unlawful discrimination with respect to age, citizenship status, color, creed, disability, ethnicity, gender identity or expression, marital status, military status or veteran status, national origin, political association, political/personal convictions, predisposing genetic characteristics, religion, sex, sexual orientation, socio-economic status, geographic location, philosophies, or any other classification protected by federal, state or local laws in all employment decisions, including but not limited to recruitment, hiring, training, compensation, promotion, demotion, transfer, lay‑off, and termination, and all other terms and conditions of employment. The Museum complies with applicable state and local law governing nondiscrimination in employment which prohibits discrimination and harassment against any employees, applicants for employment or interns, as well as contractors, subcontractors, vendors, consultants, and other individuals providing services in the workplace or their employees in every location in which the museum has facilities. #J-18808-Ljbffr Valid8 Financial, Inc.