Jobs and Careers

Visitor Engagement Manager

United Statesfull_timeVerifiedPosted 30 Jan 2025

About the role

The Visitor Engagement Manager is a critical leadership role that will drive the optimization of the visitor journey across all PASHMA-managed sites. They will identify and enhance key touchpoints, from the planning and research phase to on-site team training and support, ensuring an exceptional and transformative visitor experience. By collaborating with the wider team, you will balance essential KPIs such as conservation, storytelling, visitor and staff satisfaction, revenue generation, marketing, and community engagement. As a senior leader in Tourism Operations, you will work closely with front-line teams to foster a deep understanding of the visitor journey, with the ultimate goal of creating unforgettable, lifelong memories for all visitors.

Hours per fortnight

76 hours per fortnight

Duties

Leadership and Team Management: Provide agile and effective leadership to a large tourism operation, ensuring the delivery of exceptional visitor services aligned with PAHSMA’s strategic and operational priorities, key performance indicators (KPIs), and budgetary targets. Inspire and motivate diverse, visitor- facing teams by driving high performance, coaching, mentoring, and fostering a positive workplace culture based on clear expectations and values alignment.
Stakeholder and Partnership Management: Build and maintain strong, strategic partnerships with internal teams, external stakeholders, and the community to innovate and deliver outcomes that enhance the overall
Visitor Experience and Service Delivery: Collaborate with the Director of Tourism Operations and PAHSMA leadership team to drive key projects and change initiatives, enhancing visitor engagement and services. Ensure consistent service delivery across all touchpoints, aligning with the PAHSMA brand and exceeding customer expectations.
Continuous Improvement and Data-Driven Decision Making: Oversee the development and implementation of visitor satisfaction and feedback mechanisms, analysing performance data, visitor research, and feedback to identify areas for improvement. Use insights to drive continuous improvement in service delivery and support the development of new products and experiences.
Digital Services Oversight: Manage and enhance visitor-facing digital services, including reservation and information systems, to ensure seamless, user-friendly interactions that improve the visitor experience.
Workplace Safety and Security: Uphold workplace health and safety standards, ensuring that security and emergency management protocols are followed across all PAHSMA sites.
Reporting and Performance Metrics: Prepare and present reports, substantiating recommendations with data and insights to support decision-making. Monitor and report on KPIs, ensuring alignment with PAHSMA's strategic objectives and operational priorities.
Cultural Leadership: Foster a positive, results-focused workplace culture by upholding high standards of ethical behaviour and encouraging a growth mindset. Support team members in their professional development through ongoing performance discussions in line with PAHSMA’s performance management and development framework.