Visitor Engagement Coordinator

The Visitor Engagement Coordinator plays a vital role in shaping and delivering outstanding, visitor-centered experiences and engagement at the Oshkosh Public Museum (OPM) and within the larger Cultural and Enrichment Services Department. 

This highly visible position oversees front-of-house operations, including admissions, membership, and store operations. This position is responsible for developing and implementing mission-aligned public programs and events and collaborates with other divisions within the Cultural and Enrichment Services Department including Park Events and Services, the Oshkosh Public Library, and Senior Services to create and implement engagement opportunities. This position is responsible for managing the museum’s volunteer program and requires close coordination with OPM and city staff along with external partners and stakeholders.  

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive.  Other duties may be assigned as needed.

• Visitor Services and Museum Store: Engage with visitors in a welcoming and courteous manner.  Assist with visitor questions, admissions, program and event ticket sales, museum memberships, and other store operations. Monitor galleries and assist with handling customer and visitor issues. Provide clear and accurate information on merchandise, exhibitions, programs, membership, and donations. Work with staff to create and achieve front-end customer service goals. Oversee scheduling, tasking, and training of visitor services staff and volunteers. Lead museum store operations, including product selection, merchandising, preparation for sale, and merchandise returns if needed. Use POS to conduct sales and generate admission and sale reports. Collect visitor data through surveys and feedback. Assist with tracking, processing, and acknowledging non-collections donations using a donor software.
• Programs, Events, and Outreach Activities: Participates as a key member of the Programs and Events Team.  Organizes and schedules group visits and assist education staff with field trip scheduling and staff/volunteer support. Responds to inquiries regarding organized group visits, programs, and events. Fosters cultural appreciation through the development, implementation, and evaluation of diverse, mission-aligned enrichment programming and community events. Expands OPM’s reach by identifying and developing partnerships with relevant stakeholders and groups, community-based organizations, and other organizations that support and enhance the mission-aligned enrichment programming and events provided by the OPM. Collaborates with other areas within the department to meet the needs of the community and provide enrichment opportunities for a diverse audience.
• Volunteer Program Coordination: Act as the main point of contact for volunteers and foster an engaging and positive environment for these vital community helpers. Manage all aspects of the museum’s volunteer program, including recruitment, training, scheduling, communication, and retention.  Ensure volunteers effectively support a variety of areas of museum operations by working with staff to align museum needs with volunteer interests and skills. Use volunteer management software to track volunteer information, hours, assignments, and communications.  

REQUIRED MINIMUM QUALIFICATIONS

Education and Experience:

• Associate’s or Bachelor’s Degree in a relevant field such as event management, hospitality, communications, service/visitor engagement, or a museum related field such as museum studies, history, studio or art history, or anthropology. 
• Three or more years of related experience working in museums, hospitality, retail, guest services, or a similar visitor-facing role.
• Experience working with volunteers.
• Experience planning and implementing public programming and events. 

Necessary Knowledge, Skills, and Abilities:

• Excellent organizational skills.
• Ability to meet deadlines and achieve goals.
• Knowledge regarding retail sales and managing inventory.
• Ability to manage and coordinate programs and events. 
• Knowledge regarding the use of POS systems, computer databases, and other related computer-based programs.  
• Excellent verbal communication and interpersonal skills, skill in working with the public and servicing customer inquiries.
• Skill in managing administrative office tasks and related equipment.
• Ability to multi-task and effectively work under pressure. 
• Ability to establish and maintain effective working relationships with colleagues, volunteers, and the public. 
• Ability to work independently as well as part of a team.
• Ability to set up/tear down for programs (such as physically placing tables and chairs for activities, set up media for presentations, basic cleaning after programs, etc.).