Manager, Visitor Experience Operations

Communications & Brand Toronto, Ontario


Requisition Id: 2021-151
Number of Positions: 1
Job Status: Regular Full-Time
Hours & Days of Work: 35 hours per week
Minimum Salary: $69,178.00
Maximum Salary: $86,450.00
Target Start Date: 07/19/2021


Regular Full-time (35 hours per week)


Are you a data-driven sales/marketing/customer service expert who is excited by the prospect of building and growing meaningful visitor relationships at one of the largest art museums in North America? Do you have a successful track record of driving audience loyalty and revenue through careful analysis and strategic thinking? Are you a talented leader who can inspire diverse audiences and teams during a time of extraordinary growth and change? If yes, then the Manager, Visitor Experience Operations role might be the right opportunity for you!

With almost 1 million visitors annually, the AGO is known for its engaging and diverse exhibitions and programs and its commitment to life-long learning. Aligned to our bold 10-year vision, the AGO has recently led a number of groundbreaking initiatives to make our space even more welcoming and accessible to all. This includes innovative, new initiatives like the recent crowdfunding campaign to acquire a Kusama Infinity Mirror Room, the launch of our 25 and under free program, and the introduction of a $35 annual pass that provides access to all exhibitions.  There has never been a more exciting time to join an organization that is disrupting the traditional way of looking at an art museum.

We are currently searching for a highly entrepreneurial-minded, analytical, and collaborative Manager, Visitor Experience Operations to help us deliver on our vision to lead global conversations from Toronto through extraordinary collections, exhibitions and programs, and by reflecting the people who live here.  The Manager, Visitor Experience Operations will be directly responsible for overseeing the day-to-day operations of the Group Sales Program, Ticketing Services, and Contact Centre to ensure efficient, customer-focused service delivery. He/She/They will work closely with colleagues and implement strategies and policies to generate attendance and revenue from a multiple visitor experience programs and offerings. The Manager, Visitor Experience Operations will also act as a subject matter expert, influencing our overall customer centric strategy and program for enhancing Gallery services for all visitors.

This demanding, but highly rewarding role is best suited for someone who has:

  • Directly related knowledge of adult group and school group sales techniques
  • Demonstrated ability in direct response marketing techniques including list management, direct mail, email communication, eblasts, etc.
  • Demonstrated ability to create and deliver effective sales presentations.
  • Demonstrated ability to develop and achieve revenue and attendance targets
  • Demonstrated experience as a telephone/electronic contact centre manager/ supervisor and ability with Group Sale acquisitions and generating repeat business
  • Well-developed verbal and written communication skills
  • Experience in producing and evaluating data analytics
  • Strong knowledge of contact centre technology including Customer Relations Management, Contact Centre and Point of Sale software
  • Superior organizational and analytical skills
  • Well developed time-management and multi-tasking skills

In addition to the skills described above, our ideal candidate is:

  • Purpose-driven
  • Entrepreneurial-minded — we need a leader who is looking to build a new competency within the AGO, while bringing other team members along on the ride
  • Execution-oriented — the have a strong ability and desire to execute to the highest standard. They care deeply about the quality of their work and don’t cut corners
  • Highly collaborative — they have excellent interpersonal skills and the ability to work collaboratively with a cross-functional team, and across a wider organization
  • Highly organized and strong prioritization skills  — they have the ability to manage multiple projects
  • Data-driven, analytical, and strategic – they understand how to use data to make smarter decisions and optimize business outcomes  

What are the benefits and highlights of working at the AGO?

  • Competitive salary
  • Annual wage increases
  • Medical Benefits, Dental Benefits, Vision Care Benefits
  • Disability and Life Insurance Benefits
  • Discounts from the Provincial/City Reciprocal Agreements (Free admission to museums, the CN Tower & Discounts off amusement parks, city attractions, hotels, wine tours, Second City, the Ontario Science Centre, and much more!)
  • Discounts to Goodlife Fitness
  • Free tickets to every major exhibit at AGO

The AGO continues to build a high-performance culture as an employer-of-choice, with strong staff and volunteer satisfaction and engagement aligned to the AGO’s compelling mission, vision and values. At the AGO, we are committed to fostering a diverse and inclusive workplace and are dedicated to hiring employees who reflect the communities we serve. We welcome and encourage candidates who are women, BIPOC, LGBTQ2S+ and people with disabilities to apply for this new and exciting role. In accordance with the Ontario Human Rights, Accessibility for Ontarians with Disabilities Act & the AGO’s Recruitment & Selection Policy for Staff, a request for accommodation will be considered throughout the hiring process.

To apply for this opportunity, please submit a tailored cover letter and resume via our website: We thank all applicants, but must advise that only those selected for interviews will be contacted.

Art is at the centre of everything we do.


External Application Deadline: 06/18/2021