Assistant Manager, Visitor Experience and Volunteer Management, NMS

[What the role is]

With a history dating back to 1887, the national Museum of Singapore is the nation’s oldest museum with a progressive mind. As the people’s museum, we present history and culture through multi-perspective ways of storytelling and showcase important artefacts from our National Collection. The museum is home to thought-provoking exhibitions and hosts engaging programmes for diverse communities all year round.

We are seeking a customer-focussed, data-driven personality to support our team across a range of visitor services and volunteer management functions. You are a team player who has a keen interest in the museum and heritage sector, keen to work with visitor management systems and customer relationship platforms whilst developing expertise in visitor experience and volunteer management through data-driven decision making.

[What you will be working on]

Reporting to the Assistant Director of the Visitor Experience, you will play a key role in creating exceptional visitor experiences by managing visitor enquiries and feedback, handling group visits and guided tour services to ensure smooth visitor operations and access

to our galleries and events. You contribute to the museum's operational excellence by maintaining our admissions and ticketing systems, work with local and overseas-based online travel agents and maintain other ancillary visitor services.

Your work also involves supporting our vibrant volunteer community through planning rosters, trainings, and recruitment activities, whilst ensuring smooth daily operations including managing visitor enquiries, group bookings, and guided tour services.  You will support the team in analysing visitor data and feedback, provide visitor profile, ticketing and revenue reports, process financial billings and receipts and maintain record management systems to support the team in informed decision-making.

Key Areas of Responsibility

Visitor Experience

• Manage the Hospitality mailbox and respond to public enquiries, ensuring timely and professional communication with all visitors. Oversee group booking operations including quota management, request processing, payment coordination, and billing administration. Coordinate guided tour services from initial requests through to delivery and billing, maintaining high service standards and operational efficiency.

• Prepare comprehensive monthly revenue reports from multiple ticketing channels for reporting and analysis. Maintain meticulous financial records through systematic filing of receipts and sales reports, and oversee digital document management systems that supports the museum's commitment to financial accountability and operational excellence

• Manage and refresh ancillary visitor experience related services such as wayfinding signage, lockers, guided tours and vending machine operations, ensuring optimal functionality and visitor convenience.

Data Analysis

• Support comprehensive visitor data collection by tracking satisfaction metrics, demographic patterns, and behavioural trends. Conduct regular analysis of visitor feedback, attendance patterns, and engagement levels across different exhibitions and programmes. Prepare detailed reports and recommendations for service improvements, identifying opportunities to enhance the overall visitor journey.

Volunteer Management Support

• Support recruitment, training, and retention strategies for the museum's volunteer programme including volunteer scheduling across various departments and special events, ensuring adequate coverage whilst maximising volunteer satisfaction.

[What we are looking for]

An ideal candidate should possess the following:

Thinking Clearly and Making Sound Judgements

• Connect the dots to develop a deeper appreciation of key issues

  • Conduct regular analysis of visitor feedback, attendance patterns.

  • Prepare comprehensive revenue reports from ticketing channels for reporting and analysis.

• Identify options, analyse their feasibility and make sound, timely decisions on a plan of action

  • Using the reports and analysis, identify opportunities for service improvements and enhance overall visitor journey.

Improving and Innovating Continuously

• Seek continuous improvement in our work

  • Manage and refresh ancillary visitor experience related services to ensure optimal functionality and overall visitor journey.

Working Effectively with Citizens and Stakeholder

• Reach out, influence and mobilise stakeholders towards a collective purpose

  • Support recruitment, training and retention strategies for the museum’s volunteer programme.

  • Communicate confidently with members of public and stakeholders when handling public enquiries and feedback

• Co create solutions together

  • Ensure adequate volunteer and museum support coverage while maximising volunteer satisfaction.

  • Manage and explore possibilities with stakeholders to increase visitorship and improve visitor experience

Work Experiences and Knowledge

• Background in customer service, data analysis, or volunteer management, preferably in cultural or hospitality sectors preferably with at least 2 years’ experience

• Strong analytical skills with proficiency in data analysis tools and reporting software.

• Adobe Photoshop & Premier proficiency is preferred.

• Able to work on weekends and after hours when there are museum related events.

Successful candidates will be offered a 2-year contract in the first instance.