Manager of Visitor & Member Services

Department: Museum Experience 

Reports to: Director of Museum Experience 

About Us  

The National Liberty Museum explores and celebrates the story of liberty in America. Through exhibitions and public programs, we challenge audiences to think critically, engage in civil discourse, and reflect on the responsibilities that come with freedom. 

Position Summary 

The National Liberty Museum seeks an outgoing, sales-driven Manager of Visitor & Member Services to grow admissions, retail, and membership revenue while creating a welcoming visitor experience. The manager will develop annual sales plans and motivate frontline staff through clear goals, practical coaching, and recognition of success. The ideal candidate is someone who takes initiative, is confident initiating conversations, and pursues opportunities to attract and retain members. The position is required to work Wednesday through Sunday, 9:30am – 5:30pm, as well as extended hours when needed for events and programs. This position is eligible for a bonus plan based on meeting revenue goals.    

Essential Responsibilities 

1. Visitor Services | 50% 

• Lead, onboard, schedule, and coach a team of 3 - 5 part-time visitor services representatives and street team members. 
• Motivate and coach visitor services staff to achieve general admission and retail sales goals, setting clear expectations and providing recognition and constructive feedback to support performance and accountability. 
• Manage and expand relationships with ticket wholesalers and neighboring businesses to drive visitation and revenue.   
• Maintain and update frontline training materials. 
• Track and analyze weekly admissions, retail, and membership results; report progress against goals and recommend actions to senior leadership. 
• Collaborate with Marketing department to create and update front-of-house signage and promotional materials that clearly communicate museum offerings and support admissions, membership, and retail sales goals. 
• Manage annual departmental budgets totaling $175k, monitoring expenses, forecasting needs, and recommending spending adjustments to meet financial goals while maintaining service quality and growing visitation. 
• Coordinate with Group Sales and Tour teams to ensure positive group visitation experiences. Manage arrival of group visitors.    
• Handle visitor concerns, comments, and complaints at the supervisory level.    

2. Membership | 35% 

• Develop and implement an annual membership acquisition and retention plan, with goals for new memberships, renewals, and revenue to drive membership program growth. 
• Build staff confidence and enthusiasm for promoting memberships and renewals through ongoing coaching and recognition of success; monitor progress toward membership goals and address shortfalls with practical improvement steps and consistent follow-up. 
• Develop and maintain a promotional membership calendar with emphasis on members-only programming, collaboration with Old City business partners, and outreach.   
• Create and administer membership-related content and communications, including but not limited to member cards, acknowledgment and renewal letters, e-newsletters, and program updates.   
• Respond promptly to member inquiries, coordinate delivery of member benefits, and maintain accurate membership records. 

3. Retail | 15% 

• Drive retail sales by identifying opportunities to strengthen product selection, merchandising, promotions, and frontline sales strategies to meet revenue goals. 
• Oversee all purchasing, documentation, and display of museum shop inventory. 
• Develop and maintain a promotional retail calendar including but not limited to holiday sales, giveaways, and other promotions.    
• Perform quarterly inventories and work with finance team to reconcile reports. 
• Maintain and expand relationships with consignment artists and vendors, ensuring timely acquisitions, payouts, and decommissioning of inventory. 

Required Qualifications 

• Three to five years of experience in customer service, sales, hospitality, membership, or a related field, including experience supervising or coaching staff. 
• Experience using point-of-sale and customer relationship management systems to process transactions, maintain accurate records, and monitor sales performance. 
• Demonstrated success meeting sales goals, with an outgoing, approachable communication style and confidence initiating conversations, identifying customer interests, and recommending relevant offerings. 
• Must be able to work Wednesday through Sunday, 9:30am – 5:30pm, as well as extended hours when needed for events and programs. 
• Well-organized and thorough with close attention to detail and follow through.   
• Excellent communicator: able to work positively and flexibly with all departments of the NLM to reach consensus and achieve goals. 
• Proficient in Office 365. 

Salary Range & Benefits 

• $50,000 – $65,000 annually 
• Museum paid basic life, short-term and long-term disability, and AD&D.  
• 401(k) plan with employer match.  
• Medical, dental, and vision coverage, with Museum contribution of 80% toward your coverage.  
• Section 125 and 132 plans for pre-tax employee deductions for medical, transportation, and/or parking.  
• Ten (10) days of Annual Leave, to be accrued bi-weekly.  
• Ten (10) days of Sick Leave, available each year.  
• Eleven (11) paid holidays annually.  
• Three (3) Personal Days to be available 30 days after your start date.