Manager, Member Experience

Job Description

Job Description

ABOUT THE LUCAS MUSEUM OF NARRATIVE ART

Opening in September 2026, the Lucas Museum of Narrative Art is dedicated to illustrated storytelling. Founded by George Lucas and Mellody Hobson, the museum’s collection features works by artists including Norman Rockwell, Kadir Nelson, Jessie Willcox Smith, N. C. Wyeth, Beatrix Potter, Judith F. Baca, Frida Kahlo, and Maxfield Parrish; as well as comic art legends such as Winsor McCay, Jack Kirby, Frank Frazetta, Alison Bechdel, Chris Ware, and R. Crumb; and photographers Gordon Parks, Henri Cartier-Bresson, and Dorothea Lange. The Museum also houses the Lucas Archives, containing models, props, concept art, and costumes from Lucas’s filmmaking career.

Designed by Ma Yansong of MAD with a landscape by Mia Lehrer of Studio-MLA, the Museum is in Exposition Park, Los Angeles, on an 11-acre campus that includes new green space and a 300,000-square-foot building with galleries, two theaters, a library, restaurant, café, retail store, and community spaces. 

POSITION SUMMARY

 

Reporting to the Director of Membership and Development Operations, the Manager, Member Experience strategically designs and implements a wide variety of event programming to drive new audiences to the Museum and deepen the engagement and support the growth of the Membership program. In addition to events, the Manager supports key areas within the department that influences the overall member experience, including member customer service, member welcome package materials, and member-exclusives through the Museum Store.

The Manager is an adept collaborator, working across many departments – Development, Visitor Services, Curatorial, Marketing, and Special Events - on key institutional priorities, supporting Membership events and engagement. The Manager ideates and executes seamless events, from beginning to end. They will conceive, co-conceive, and produce programs that focus on the power of art and artists to affect individual and social transformation.

RESPONSIBILITIES

• Lead the conceptualization, design, development, and implementation of an extensive portfolio of membership programs, ensuring the highest quality of experience, creativity and innovation
• Build programs that provide impactful experiences, attract new audiences, and spark connections and conversations
• Strategically designs and implements a wide variety of event programming that deepen the engagement of Lucas Museum Members growing loyalty, engagement and lifetime value 
• Collaborate closely with cross-functional teams (e.g. Special Events, Curatorial, Marketing, Visitor Services, and more) to generate engaging programming connecting audiences to the museum’s collection, installations, values, and mission and amplifying key institutional moments and priorities, i.e. themed exhibition celebrations, Lucas Archive Celebration, member meetups, and more 
• Works closely with Director, Membership to routinely assess and benchmark member benefits and pricing. Recommend and strategize around new offerings to drive growth and build customer lifetime value, helping the program anticipate and meet shifting demands 
• Present and lead programs where necessary, interfacing with members, including weekends and evenings, as necessary
• Manages event budgets and resource allocation across full year planning 
• Cultivate partners and programming relationships to grow popularity and build word of mouth 
• Ensures that events and other benefits adhere to a schedule of fulfillment for every segment in keeping with promised member benefits and meeting audience expectations and building interest for programming
• Ideates on and activates other member experience touch points including, welcome package materials and member-exclusive products through the Museum Store
• Assists in handling escalated member customer service issues (email, in-person, and phone)

CORE COMPETENCIES

Analytical Rigor:  Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision. 

Courageous Communication: Intentionally works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible. 

Collaborative Excellence: Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders. 

Adaptive Resilience: Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity. 

Inclusive Interaction: Actively contributes to an environment in which all employees feel a sense of belonging, valued for their differences and empowered to participate and contribute freely. 

PHYSICAL REQUIREMENTS

The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. 

• Ability to stand and walk for extended periods, up to 8 hours per shift. 
• Ability to move throughout multiple Museum locations, including galleries, theaters, outdoor spaces, and other public areas. 
• Ability to maintain an active and visible presence while providing exceptional guest service. 
• Ability to work in a high-volume, public-facing environment with large groups of guests, including school groups, tours, special events, and peak attendance periods, while maintaining professionalism, situational awareness, and composure. 
• Ability to frequently bend, reach, stoop, kneel, crouch, and climb stairs as needed. 
• Ability to occasionally lift, carry, push, and pull items weighing up to 25 pounds, including wheelchairs, stanchions, signage, guest service equipment, and other operational materials. 
• Ability to communicate clearly and effectively with guests and colleagues in person, by telephone, and over two-way radio. 
• Ability to work both indoors and outdoors in varying environmental conditions. 
• Ability to maintain awareness of guest activity and surrounding conditions while monitoring galleries, queues, and public spaces. 

QUALIFICATIONS

• 5-7+ years of work experience in managing and executing events of all formats and developing audience-driving programming 
• Able to work well and collaborate effectively with a wide range of audiences, including staff, educators, funders, sponsors, members, general public and other constituencies
• Strong interpersonal and communication skills
• Ability to manage high profile events and communications 
• Understanding of membership programs and art and culture landscape 
• Passion for narrative art, storytelling, and film 
• Experience managing budgets 
• Ability to follow good judgement and make timely and data driven decisions 
• Nights and weekends as needed for events staffing and execution 

• Proficiency in Microsoft tools (Excel, Word, Teams, OneDrive, Planner)
• Expertise with donor databases; strong preference for experience with Tessitura
• Comfortable working in a startup environment is a plus

EQUAL OPPORTUNITY AND OUR COMMITMENT TO DEAIB

The Lucas Museum of Narrative Art embraces diversity and equal opportunity. We are committed to building a team that represents and supports a variety of backgrounds and perspectives. The Lucas Museum fosters a work environment that is free of discrimination and harassment, whether based on race, national origin, gender, gender expression, religion, ethnic background, age, disability, marital status, sexual orientation, or any other criterion prohibited by applicable federal, state, or local laws. We believe that diversity and inclusion among our team is critical to our success, and we seek to recruit, develop, and retain the best qualified people from a diverse candidate pool. Applications from traditionally underrepresented communities are encouraged.

The statements in this description represent typical elements, criteria, and general work performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the job.

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MISSION AND VISION

The Lucas Museum of Narrative Art is dedicated to the art of illustrated stories. Our mission is to inspire and connect people through the exploration of visual stories and their influences in society.

VALUES

Our internal and external practices are shaped by the following beliefs and behaviors.

People First : We meet people wherever they are (physically, intellectually, emotionally). Our inclusive practice connects who people are and what they find emotional in works of art.

Inspired: We believe that art can move you to feel, think, reflect, and act.

Collaborative: We believe that nimble thinking and working together yield exponential results.  

 

STRATEGIC PRIORITIES

 

Narrative Art:

Amplify the social impact of storytelling and illustration.

Community:

Connect to a broad and diverse public.

Operational Excellence:

Create a healthy and durable institution.

All staff at the Lucas Museum of Narrative Art lead through a deep commitment to diversity, equity, and inclusion, both within the Museum and with the communities that we serve.

Salary and titles will be assigned commensurate to the successful candidates’ education and experience. An attractive compensation package will be offered to the successful candidate(s).