POSITION DESCRIPTION
Position title
Visitor Experience Manager
Position status
Full time (Sunday – Thursday)
Salary package range
$70,241 to 78,726 pa (which includes base salary $63,511 to 71,184 pa,
leave loading and 9.25% employer’s contribution to superannuation)
(range depends on qualifications & experience)
Team
Audiences & Creative Learning
Assistant Director, Audiences & Creative
Reporting to
Date reviewed
Learning
March 2014
Assistant Director, Audiences & Creative
Approved by
Learning
Overview of the MCA
A bold, new and significantly expanded Museum of Contemporary Art Australia was
unveiled to the public in March 2012. The redevelopment has transformed the MCA,
with spacious new galleries including an entire floor dedicated to the MCA
Collection; the National Centre for Creative Learning with state-of-the-art
technology; public spaces that embrace one of the world’s most famous locations, and
a series of site-specific artists’ commissions.
The new building responds to its unique location and meets the needs of the
Museum, bringing together old and new to create a context for engaging artists with
audiences for the 21st century.
The MCA’s vision is to engage audiences with contemporary art and ideas through
the presentation of a diverse program of exhibitions and special events. From major
thematic exhibitions and surveys of established artists, solo exhibitions and artist
projects, to new work by emerging artists, the MCA program covers the range and
diversity of contemporary art.
By focusing on the work of living artists, the MCA is dedicated to delivering programs
that present challenging and enriching experiences for visitors through its core
activities of exhibitions and learning programs.
Located on one of the most beautiful sites in the world at Sydney’s Circular Quay,
the Museum of Contemporary Art opened to the public in 1991. Established by the
University of Sydney through the J.W. Power Bequest with the assistance of the New
South Wales Government, it is Australia’s only contemporary art museum dedicated
to exhibiting, interpreting and collecting contemporary art.
Overview of the National Centre for Creative Learning
The Museum of Contemporary Art Australia’s new National Centre for Creative
Learning (NCCL) represents a dynamic and innovative space for learning in the
Museum. The Centre is situated at the very heart of the MCA’s new $53 million
redevelopment, occupying 40% of the new wing. It features state-of-the-art education
facilities including digital and multimedia studios, two practical creative studios,
and a dedicated sensory room for the MCA’s Bella program for students with specific
needs, a lecture theatre, seminar room and library.
Throughout the National Centre for Creative Learning, networked video-conferencing
facilities, a robust Wi-Fi service and a unique digital infrastructure utilising latest
technologies, enable the MCA to seamlessly engage with schools across Australia,
bringing international and Australian artists and MCA artist educators into
classrooms across the country. The NCCL provides innovative online digital content
and rich, creative learning resources to support teachers in delivering the new
national curriculum in experimental ways.
The MCA aims to be a national model of best practice in visual arts education
underpinned by the most recent advances in educational and digital research.
Through the National Centre for Creative Learning, the MCA offers an exciting range
of programs which will enable visitors of all ages to engage directly with
contemporary art and participate in a variety of creative experiences which stretch
the mind and inspire new ways of looking at and thinking about contemporary art.
The expanded MCA has an enhanced presence online, with the creative learning
team playing a key role in the provision of content.
Overview of the Position
Reporting directly to the Assistant Director, Audiences & Creative Learning, the
Visitor Experience Manager is a key member of the Audiences & Creative Learning
team. The purpose of the position is to coordinate and lead the team of Visitor
Services Officers, who are the first point of contact for the Museum. The Visitor
Experience Manager works closely with the Front of House Team Leaders to manage
staffing and oversee gallery operations, including the security of artworks, safety of
visitors, and visitor feedback. Working closely with the Assistant Director, Audiences
& Creative Learning, the position also coordinates the Volunteer Guides and provides
support for their educational and customer service responsibilities in accordance
with the MCA’s objectives, policies and standards. The Visitor Experience Manager is
also responsible for managing the Library and supporting the Librarian in
managing the library’s operations, volunteers, and developing its programs.
Our vision is to make the Museum and its exhibitions, a world-class destination:
accessible and inspiring for everyone. As first point of contact with the public, the
role of gallery staff and Volunteer Guides is vital to the success of this vision and
requires highest level of customer service and a genuine commitment to ensuring the
visitor experience is excellent.
The Visitor Experience Manager plays a pivotal role in ensuring clear and consistent
communication exists throughout the museum and regularly liaises across all areas
of the Museum including: Public Relations, Venues, Curatorial, Exhibition Services,
Creative Learning, Registration, Building Services, Security, Sponsorship and
Marketing staff. This role delivers practical and relevant information on visitor
attendance and audiences to the relevant departments by means of regular monthly
and seasonal reports.
The position coordinates large numbers of casual and part-time staff including
volunteers and work experience placements with consistency, fairness and sensitivity;
undertakes clerical and financial administration; and liaises with staff in all MCA
Departments.
Accountabilities of the position
Coordination of team leaders, gallery staff, library and volunteer guides

Lead a professional team of Visitor Services Officers and Volunteer Guides,
motivating and providing encouragement to the team to ensure standards of
service are maintained to the highest level.

Develop and monitor staffing rosters while taking into account budgeting and
appropriate staffing structure requirements.

In conjunction with the Assistant Director, Audiences & Creative Learning
recommend appropriate training for all staff in areas which include WHS,
first aid, cultural protocols, disability awareness, emergency evacuation and
customer service.

Promote and maintain consistent and clear communication with Team
Leaders, Visitor Services Officers and Volunteer Guides to ensure the highest
level of commitment to the MCA’s objectives and agreed standards in dealings
with the public.

Prepare and deliver regular briefings for staff and ensure appropriate
feedback to the Assistant Director, Audiences & Creative Learning

Support the Librarian in managing the library’s operations, volunteers, and
developing its programs.
Contribution to learning programs and museum operations

Generate weekly, monthly and seasonal reports on visitations via Traffic
Insight software and other visitor tracking methods.

Maintain knowledge of gallery equipment to ensure the safe start up and shut
down of artists’ works.

Supervise the gallery PA system: training and rostering staff for its use,
recording, downloading and burning talks.

Ensure visitor comments, both verbal and written are reported on a monthly
basis.

Coordinate the gallery incident reports and ensure the timely distribution of
them to the relevant departments, which include Registration and Curatorial.

Attend and contribute to meetings as required, providing reports and
recommendations on the visitor experience as appropriate.

Effectively liaise with various levels of staff and management across the MCA.
Coordination of the MCA volunteer guides and work experience placements

Assess and program for the needs of the Volunteer Guides, including training
and resources.

Act as a point of contact for Volunteer Guides on an operational level.

Ensure that Volunteer Guides are kept up to date and informed about the
Museum and forthcoming exhibitions.

Liaise with the National Centre for Creative Learning Coordinator to
coordinate the MCA’s Work Experience Program.
Authorities

Be security conscious; ensure familiarity, cooperation and compliance with
the Museum’s duty of care.

Work closely with the Building Services Manager and Security to ensure
knowledge of health and safety and emergency procedures.

Work closely with the Assistant Director, Audiences & Creative Learning to
identify and monitor the budget for Visitor Services.

Contribute to team planning and generating ideas for learning programs.

Undertake other duties as directed by Assistant Director, Audiences & Creative
Learning.

Be committed to health and safety, child protection and ensure familiarity
with all policies and procedures.

Establish and monitor effective and responsive evaluation procedures
Change Management/Flexibility

Ability to demonstrate support for innovation and for organisational changes
required to improve the MCA’s effectiveness.

Work cooperatively with others to produce innovative solutions and recognise
the merits of diverse perspectives and the ideas of others.

Able to see the merits of perspectives other than his/her own.
Workplace health and safety

Work in accordance with the principles of equity, access and fairness. Respect
WH & S work practices and procedures; work with due care and consideration
to safeguard your own health and safety and the health and safety of others.
Key Selection Criteria
Essential

Tertiary qualifications in museum studies, Tourism & Leisure,
Communications and or Fine Arts, or relevant experience.

3-4 years’ experience supervising a large team and resources.

Previous experience working with a large group of volunteers.

Experience of working with the public within museums/gallery/visitor
attractions sector.

Previous experience analysing audiences, tracking visitation and preparing
reports based on this information.

Demonstrated ability to be an audience advocate and an understanding of
access issues.

Demonstrated interpersonal skills which include skills in motivation,
persuasion and conflict resolution.

Clear understanding of security and operational issues.

Excellent organisation and communications skills both written and verbal.

Demonstrated ability to manage a budget.

Demonstrated ability to work as part of a team.

Demonstrated ability to meet deadlines and to prioritise workload.

Experience using MS Office; excel, word, power point, data bases and Outlook
including strong administration skills.

A demonstrated commitment to the Museum’s objective of promoting the work
of living artists and making contemporary art accessible to broad audiences
through the imaginative and creative presentation of exhibitions and
programs on contemporary visual culture.

A demonstrated commitment to the principles and application of Equal
Employment Opportunities, Anti-discrimination legislation and
Occupational Health and Safety legislation in the work place.
Desirable

Demonstrated interest in contemporary visual arts and culture.

Working knowledge of a second language.

Visual/Fine Arts Degree.

Knowledge or awareness of time-based media.
Person Specification
The person we are looking for is a dynamic leader who fosters a sense of worth in
others and demonstrates full accountability and responsibility. He/she is a positive
ambassador for the MCA and uses innovative thinking to extend the capabilities of
the organisation. He/She is committed to the highest level of customer service. Their
enthusiasm for continual improvement is contagious for those they lead. He/she is
highly organised and reliable, and is clear on organisational, team and personal
objectives. He/she is particularly good at maintaining a focus on what is important
to the organisation, and to channel their own and others’ efforts towards that end.
Terms and conditions of employment
This is a 3-year employment contract working Sunday to Thursday. Some evening
work may be required for functions or exhibition openings.
Salary package includes 4 weeks annual leave (17.5% annual leave loading), 10
days carers/sick leave and 9.25% superannuation company contribution.
Appointment will be conditional on an initial six-month probationary period;
thereafter termination by either party will require written notice of 4 weeks.
It is an offence under the NSW Child Protection (Prohibited Employment) Act 1998
for a person convicted of a serious sex offence to apply for this position. Preferred
applicants will be requested to complete a Prohibited Persons Declaration and to
consent to a Working with Children Check.
Reference checks will be conducted to assess preferred applicants’ suitability for
child related employment.
Applications
Short listing for interviews will be based on applicants meeting the essential criteria
listed in the position description. Please send your application, including names
and telephone numbers of two referees to the Human Resources Manager, Museum of
Contemporary Art, PO Box R1286, Royal Exchange, NSW, 1223 or email
positionsvacant@mca.com.au.