Visitor Engagement & Experience Manager

Visitor Engagement & Experience Manager

The Visitor Engagement & Experience Manager is a key role responsible for shaping, evaluating, and advancing the visitor experience at The Contemporary Austin, across both locations. This position integrates strategic thinking with hands-on operational oversight, ensuring that every interaction is welcoming, engaging, accessible, and aligned with the museum's mission.

This role places data at the center of decision-making, using audience insights, attendance trends, and behavioral analysis to continuously refine and evolve the onsite experience, and to inform key marketing and programmatic strategies. The Manager leads initiatives that deepen engagement and encourage repeat visitation. This could include leading programs such as Free Week at the Jones Center, managing relationships with our onsite cafe partner at Laguna Gloria, activating late nights at both sites, and more.

As a collaborative partner, this role works closely with the Curatorial, Public Programs, Education, Communications, and Development departments to ensure that visitor engagement strategies support institutional priorities, including audience growth and revenue goals.

This position also supervises visitor-facing teams and develops targeted initiatives across tours, accessibility, and more, ensuring the museum remains a dynamic, inclusive destination.

Duties and Responsibilities:

• Lead the design and continuous improvement of the end-to-end visitor journey across museum sites.
• Use data, visitor feedback, and analytics to inform strategic decisions and identify opportunities for growth.
• Track, report, and analyze metrics including attendance, repeat visitation, revenue per visit, and engagement levels.
• Develop data-informed strategies to attract new visitors and increase visitor retention.

Engagement Initiatives & Program Development:

• Develop and oversee targeted initiatives across areas such as accessibility and tours.
• Ensure visitor engagement efforts contribute to membership conversion, donor cultivation, and event success.
• Identify opportunities to align visitor experience with fundraising goals and donor engagement.
• Pilot and evaluate new and current visitor-facing initiatives, such as printed materials, accessibility kits, and technology tools, that enhance engagement and deepen understanding of our sites and programs.
• Ensure initiatives are iterative, scalable, measurable, and aligned with institutional goals.

Front-of-House Operations & Experience Delivery:

In partnership with the team leads at each site:

• Oversee daily operations across visitor-facing spaces including galleries, admissions, and public programs.
• Serve as Manager on Duty as needed.
• Ensure a consistent, high-quality, and welcoming visitor experience.

Team Leadership & Culture:

In partnership with the team leads at each site:

• Recruit, train, and supervise visitor-facing staff.
• Foster a culture of hospitality, curiosity, and accountability.
• Ensure staff are equipped to engage visitors in meaningful ways.

Skills and Approach:

• Strong leadership, interpersonal communication, and customer service skills.
• Data-driven mindset with experience using analytics and CRM platforms; Salesforce experience preferred.
• Ability to balance strategic thinking with hands-on operational execution.
• Commitment to accessibility, inclusion, and audience-centered practices.
• Passion for contemporary art and public engagement.
• Proficiency in Microsoft Office Suite required; experience with Veevart and Square for Retail preferred.
• Reliable transportation and ability to work onsite across multiple locations as needed.

Education and Experience:

• Bachelor's degree required.
• 5+ years of experience in visitor engagement, museum operations, retail, marketing, hospitality, or related customer-facing management roles.
• Demonstrated success leading teams and managing complex operations.
• Experience using data and analytics to guide strategy and decision-making.
• Experience developing and implementing public-facing programs or initiatives.
• Strong understanding of retail and hospitality best practices, with a commitment to delivering an exceptional visitor experience.
• Ability to navigate complex visitor needs with empathy, professionalism, and care.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to frequently work onsite across both locations as needed.
• Ability to work nights and weekends as needed.

Our Commitment to Diversity, Equity, Inclusion and Access (DEIA):

The Contemporary Austin values a diverse, inclusive, and equitable workplace, and we seek to model these values in our hiring and engagement practices for all our artistic and educational programs. We welcome applications from BIPOC candidates as well as individuals who bring new perspectives in a host of ways. It is the policy of The Contemporary Austin not to discriminate against any person because of race, color, religion, national origin, sex, sexual orientation, gender identity, marital status, age, disability, or veteran status and to take action to ensure that those seeking to do business with the Contemporary are treated fairly. The Contemporary Austin aims to create a safe, welcoming working environment and doesn't tolerate discrimination of any kind. The organization is currently pursuing a multi-year DEIA effort and seeks individuals who share our commitment to this work.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.