This full-time, exempt position and is located at either our administrative office in Boston, MA or the Marketing and Communications Office at Moose Hill Farm in Sharon, MA.

The Director of Visitor Experience will work closely with the Director of Visitor Interpretation, Volunteer Program Services Manager, Director of Field Operations, Finance and Administration, Regional Visitor Services staff, Membership Services staff, Director of Marketing and Communications, Regional Directors, and Engagement Managers. The Director of Visitor Experience will also work with outside vendors, consultants, and community organizations.

Key Responsibilities:

This position will serve as the primary strategist for overseeing and creating an excellent visitor experience at more than 112 places across Massachusetts. The Director of Visitor Experience will provide strategic direction to enhancing, maintaining, and improving the visitor experience at all public spaces of The Trustees of Reservations, especially those with high visitor interaction with staff, enterprise, engagement, programming, and fees. The Director of Visitor Experience will be responsible for creating, overseeing, and implementing a central ticketing system, central reporting systems for visitation, and a training module which supports and encourages superior customer service at all public portals for The Trustees.

Working with the Chief Marketing Officer, Engagement Managers, and Regional Directors, the Director of Visitor Experience will be the central voice for the visitor by modeling and supporting strong visitor services functions and capabilities. The position requires frequent statewide travel (reimbursed) using personal transportation.

Essential Functions:

  • Create and communicate all business rules for central ticketing and box office system.
  • Oversee the administration and management of the visitor services functions of The Trustees.
  • Train staff who work on the front lines and have direct interaction with visitors.
  • Develop a system for reporting of all visitor metrics including admission, parking, membership sales, and attendance.
  • Work with Finance and Membership to ensure best practices of data management.
  • Apply a rigorous fiscal discipline to cost/benefit analysis.
  • Produce and present regular reports and dashboards for the Chief Marketing Officer and President.
  • Work with the Chief Marketing Officer and Regional staff to conceive and develop an infrastructure.

Qualifications:

The ideal candidate will be self-motivated, reliable, and flexible. Additional qualifications include:

  • 7+ years of progressively responsible experience in audience development, visitor services, visitor experience or organizations.
  • Bachelor’s degree in marketing, communications, English, or other related fields.
  • Proven track record of conceiving, managing, and implementing multi-faceted visitor services functions.
  • Demonstrated ability to manage many deadlines, projects, and relationships simultaneously.
  • Familiarity and understanding of visitor services procedures and best practices.
  • Technical experience with relational databases and reporting tools. Familiarity with Convio and Blackbaud Raisers Edge a plus.
  • Proficiency in the use of Microsoft Office software applications.
  • Excellent communication skills, including the ability to manage relationships across geographic distances.
  • Strong analytic and organizational skills; ability to manage projects and workflow, using time and resources effectively.
  • High regard for customer service and visitor experience.

Compensation & Benefits:

As a full-time employee, the Director of Visitor Experience is eligible participate in benefits offered by The Trustees, including medical, dental, and vision insurance, life and disability insurance, vacation, sick and personal time, as well as the option to participate in our 401(k) savings plan. Salary is commensurate with experience.

How To Apply:

Candidates should submit their resume, cover letter, and salary requirements to:

marketing@ttor.org

Or mail to:

Visitor Experience Search/Chief Marketing Officer

The Trustees of Reservations

396 Moose Hill Street

Sharon, MA 02067

No phone inquiries please.

In addition to being an Equal Opportunity Employer, The Trustees of Reservations aim to create a thriving, inclusive workplace that values each member of our team.  We aspire to reflect and effectively serve the residents and communities of Massachusetts who are at the core of our mission.

Apply by:
March 20, 2015

About this Organization:
The Trustees of Reservations is one of Massachusetts’ largest non-profits and the nation’s first conservation and preservation organization. We preserve and protect places of natural, scenic and historic beauty and hold these “reservations” in “trust” for public use and enjoyment. Our passion is to improve the quality of life in the Commonwealth, using our properties and their many programs as a powerful and compelling platform to engage more residents and visitors in our mission-driven work. We believe in protecting the irreplaceable forever, for everyone.  Today, we care for 112 special reservations — from beaches to farms, gardens and historic sites – within minutes of every resident. Funded and supported entirely by our nearly 2 million visitors and supporters, and more than 100,000 members, we invite you to find your place.