Manager of Visitor and Client & Growth

Position Overview

We are looking for a leader in hospitality, tourism development, and visitor services to initially cover a maternity leave and enhance tourism development at the RCMP Heritage Centre.

In this role you will oversee the visitor experience portfolio, supervise the visitor services team, and be responsible for development and implementation of new visitor experiences. While this is a term position covering a maternity leave, our intention is to turn this into a full-time permanent position after the maternity leave.

Reporting to the Director of Admin & Operations, and working closely with the Marketing & Communications team, you will be responsible for developing and executing our visitor experience portfolio and growth strategy that increases awareness, visitation, engagement, and revenue for the museum.

This role is responsible for tourism and experience development, identifying opportunities to attract new audiences, strengthening the visitor experience, and converting tourism demand into sustainable revenue. You will lead the development and promotion of compelling tourism experiences, products, packages, partnerships, and campaigns that position the museum as a leading destination and drive measurable economic and organizational growth.

The ideal candidate is both a hospitality leader and a growth-oriented tourism professional who can translate the museum's brand and mission into compelling experiences and revenue-generating opportunities. They will be accountable for an outstanding visitor experience, audience growth, tourism development, and the identification and execution of new opportunities that contribute to the organization's long-term sustainability.

Duties and Responsibilities

• Working closely with the leadership team, you will be responsible for understanding the organization’s strategic priorities and initiatives to develop and direct the organization’s marketing and communications.
• Supervise and manage full and part-time visitor and client services staff, including the facility rentals lead (and team), and visitor experience team members (including seasonal Summer Interpreters);
• Set and maintain clear, consistent, relevant portfolio expectations
• Supervise staff; address complaints and resolve issues, and elevate to CEO when necessary
• Empower staff to make sound decisions – setting clear criteria for when decisions should be escalated by staff to you, or to the CEO
• Manage schedules – ensure appropriate staffing for general visitation hours, special tours, onsite and/or after-hours events), and timesheet approvals
• Manage and oversee performance standards in compliance with our organizational goals, policies, and standards
• Championing the organization’s customer service philosophy and training program(s)
• Work with the leadership team and managers to establish procedural and process-conscious training guidelines and criteria with input from multiple departments to ensure a positive experience for staff, volunteers, and visitors.
• Knowledge of our e-commerce platforms and point of sale systems.
• Address and resolve visitor and client needs, concerns, and complaints, assuring they are settled in a positive, timely, and appropriate manner.
• Accessing our point of sale and other data points for collection of visitor and admissions data.
• Support the CEO with strategic projects through data capture and tracking, data analysis, and reporting.
• Lead the visitor experience team to deliver the day to day operations, including building presentation standards, visitor flow, visitor assistance, identifying visitor needs, welcome and way finding, access and health and safety.
• Visitor services and special events inventory management (including…