University of Utah

Department 00018 - Utah Museum of Natl Hist Oper Job Summary

The Natural History Museum of Utah is inviting candidates to apply for the role of Manager of the Guest and Member Experience Team (GMET). The position is an essential member of the Museum’s Philanthropy and Communications Department, overseeing NHMU’s annual Museum Membership program as well as the daily operations of NHMU’s Guest and Member Experience Team. The GMET Manager is responsible for: meeting annual membership goals and ensuring all aspects of the program run smoothly including our ongoing member acquisition, retention, fulfillment, and upgrade initiatives; overseeing the day-to-day activities and administrative functions of the GMET team including the supervision and mentoring of the department’s full-time staff members; working closely with the department’s Assistant Manager to ensure the successful recruitment, training, retention, and mentoring of the team’s essential part time staff; delivering the highest quality customer service to guests, members, and NHMU colleagues; collaborating closely with other members of the department to advance a wide range of department and Museum goals; and more.

Responsibilities

Specific objectives for the Manager of the Guest and Member Experience Team include:

• Meeting Museum Membership goals by overseeing the successful execution of NHMU’s annual Museum Membership program, including onsite and direct mail renewal campaigns, onsite sales efforts, fulfillment efforts, member-specific events, and more. The Manager will also be responsible for developing initiatives to increase acquisition and retention as well as setting membership sales goals for team members and then working with staff to achieve these through training, coaching, and sales incentives.
• Serving as the public-facing ambassador for the Museum Membership program.
• Working with other members of the Philanthropy and Communications department to ensure Museum guests and Members receive messaging that is current, accurate, and consistent with what’s delivered across the Museum’s many communications channels.
• Ensuring the highest quality of onsite experience and customer service for guests, Members, and NHMU colleagues.
• Supervising and mentoring the six full-time members of the GMET staff.
• Working closely with the department’s Assistant Manager to ensure the successful recruitment, hiring, training, and retention of the nearly 20 part-time employees who work as GMET Associates and Sr. Associates. This passionate and dedicated team performs a variety of essential Museum functions including admission and membership sales, assisting guests in the Museum’s exhibitions, serving as receptionist for Museum staff, and more
• Developing and implementing regular trainings to help the GMET team achieve the highest level of customer service standards and membership sales performance.
• Collaborating closely with other members of the Philanthropy and Communications department to advance department goals including the execution of philanthropic, member, marketing, and PR events and activities.

Minimum Qualifications

EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience).

Department may hire employee at one of the following job levels:

Senior Supervisor, Program Management: Requires a bachelor’s (or equivalency) + 4 years or a master’s (or equivalency) + 2 years of directly related work experience.

Preferences

The ideal candidate is passionate about leading a diverse team to advance the Museum’s mission, willing to work hard to meet the highest standards of customer service, and is eager to collaborate with colleagues across departments to meet ambitious goals and objectives. Previous Museum experience, as well as experience in retail environments with specific sales and performance goals, is a plus.

Additional Information

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education.

Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX (OEO). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at the: University of Utah Non‑Discrimination page.

Online reports may be submitted at https://oeo.utah.edu

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As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members, a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.