Job Details

Manager, Guest and Member Experience Team (GMET)

Position Number: 6585670
Location: Salt Lake City, UT
Position Type: Development and Fund Raising

Manager, Guest and Member Experience Team (GMET)

Job Summary

The Natural History Museum of Utah is inviting candidates to apply for the role of Manager of the Guest and Member Experience Team (GMET). The position is an essential member of the Museum's Philanthropy and Communications Department, overseeing NHMU's annual Museum Membership program as well as the daily operations of NHMU's Guest and Member Experience Team.

The GMET Manager is responsible for: meeting annual membership goals and ensuring all aspects of the program run smoothly including our ongoing member acquisition, retention, fulfillment, and upgrade initiatives; overseeing the day-to-day activities and administrative functions of the GMET team including the supervision and mentoring of the department's full-time staff members; working closely with the department's Assistant Manager to ensure the successful recruitment, training, retention, and mentoring of the team's essential part time staff; delivering the highest quality customer service to guests, members, and NHMU colleagues; collaborating closely with other members of the department to advance a wide range of department and Museum goals; and more.

Responsibilities
Specific objectives include:
Meeting Museum Membership goals by overseeing the successful execution of NHMU's annual Museum Membership program, including onsite and direct mail renewal campaigns, onsite sales efforts, fulfillment efforts, member-specific events, and more. The Manager will also be responsible for setting membership sales goals for team members and working with staff to achieve these through training, coaching, and sales incentives.
Serving as the public-facing ambassador for the Museum Membership program.
Working with other members of the Philanthropy and Communications department to ensure Museum guests and Members receive messaging that is current, accurate, and consistent with what's delivered across the Museum's many communications channels.
Ensuring the highest quality of onsite experience and customer service for guests, Members, and NHMU colleagues.
Supervising and mentoring the six full-time members of the GMET staff.
Working closely with the department's Assistant Manager to ensure the successful recruitment, hiring, training, and retention of the nearly 20 part-time employees who work as GMET Associates and Sr. Associates. This passionate and dedicated team performs a variety of essential Museum functions including admission and membership sales, assisting guests in the Museum's exhibitions, serving as receptionist for Museum staff, and more
Developing and implementing regular trainings to help the GMET team achieve the highest level of customer service standards and membership sales performance.
Collaborating closely with other members of the Philanthropy and Communications department to advance department goals including the execution of philanthropic, member, marketing, and PR events and activities.

Minimum Qualifications
Bachelor's degree in a related area or equivalency (one year of education can be substituted for two years of related work experience). Four years of progressively more responsible management experience. Background knowledge of hiring department's area of specialization in order to analyze, plan and draw conclusions for recommendations to superiors. Demonstrated leadership skills in planning and directing employees and processes in order to effectively monitor and develop subordinates and to ensure the smooth operation of department. Completion of provided supervisory training within one year of employment may be required.

Master's degree in a related area may be preferred.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences
The ideal candidate is passionate about leading a diverse team to advance the Museum's mission, willing to work hard to meet the highest standards of customer service, and is eager to collaborate with colleagues across departments to meet ambitious goals and objectives. Previous Museum experience, as well as experience in retail environments with specific sales and performance goals, is a plus.

Special Instructions

Requisition Number: PRN43122B
Full Time or Part Time? Full Time
Work Schedule Summary: The standard work schedule is five days a week. As the Guest and Member Experience Team is critical to enabling NHMU to serve guests seven days a week, the schedule includes at least one Saturday or Sunday weekly. Holidays and occasional evenings based on NHMU operations and Museum special events are also anticipated.
Department: 00018 - Utah Museum of Natl Hist Oper
Location: Campus
Pay Rate Range: 44500 to 59500
Close Date: 10/17/2025
Open Until Filled:

To apply, visit https://utah.peopleadmin.com/postings/189109