Guest Experience & Outreach Manager

Overview

The Guest Outreach & Experience Manager leads proactive, on-the-ground initiatives that bring the Visit Canton brand to life for visitors, residents, and event audiences. This role is responsible for creating and executing dynamic, guest-facing programs, managing community ambassador outreach, and activating experiences during major events and peak-visitation periods. In addition, this position serves as a manager-on-duty for Visit Canton Welcome Centers, providing frontline leadership and support to Guest Service Specialists.

Guest Experience & Activations

• Develop and execute guest outreach programs and experiential activations aligned with major events, festivals, and high-visitation periods.
• Plan and oversee Visit Canton Welcome Wagon activations and visitor information booths
• Manage scheduling, maintenance, and appearances of the Pigskin mascot to support destination marketing efforts.

Welcome Center Leadership (Manager on Duty)

• Serve as manager on duty for Guest Service Specialists employed at Visit Canton Welcome Centers.
• Assist with special activations, performances, and the entertainment schedule at Visit Canton Welcome Centers during major events.
• Plan and oversee Visit Canton’s offsite retail pop-up shops.

Community Ambassador & Volunteer Leadership

• Recruit, train, schedule, and manage a street team of volunteer community ambassadors to support event activations, visitor information booths, and retail pop-up shops.
• Promote volunteer opportunities and actively recruit registered volunteers for Volunteer Stark.
• Develop programs and events for volunteer training, engagement, and retention.
• Develop and deliver routine communications, training materials, and briefings for frontline guest service teams to ensure consistent, high-quality visitor experiences.
• Collaborate with internal teams and partners to share timely information, updates, and best practices.

Visitor Resources & Distribution

• Participate in the development and oversee the distribution of visitor resources and promotional materials throughout the destination, including guides, maps, brochures, digital passes, apps, trails, and itineraries.
• Coordinate logistics to ensure materials are strategically placed and readily available during key demand periods.

• Experience in guest services, tourism, hospitality, events, marketing, or community engagement
  , including supervisory or lead responsibilities
• Strong planning, organizational, and communication skills
• Confident decision-maker able to serve as a manager on duty and resolve issues in real time
• Energetic, creative, and outgoing personality with a passion for engaging people face-to-face
• Proven ability to lead, motivate, and coordinate staff and volunteers
• Flexibility to work most weekends and occasional evenings based on event schedules

This role blends guest experience leadership, community outreach, and frontline management
, making it central to the visitor experience in Canton and Stark County. The Guest Outreach & Experience Manager helps ensure that every interaction — whether at a Welcome Center or in the community — reflects Visit Canton’s commitment to hospitality, pride, and destination excellence.

Salary: $48,000-$55,000 based on experience

Benefits: medical, dental, vision, 401k match, vacation & PTO, life & short term disability insurance, paid holidays, monthly phone stipend, mileage reimbursement