Visitor Experience Manager

SAM is looking for a Visitor Experience Manager to lead frontline teams, volunteers and retail, delivering standout service and smooth daily operation

Shepparton Art Museum acknowledges and pay respect to the traditional custodians of the Shepparton region on whose lands SAM is located, the Yorta Yorta peoples and their Elders past, present, and emerging

About SAM 

Shepparton Art Museum (SAM) is one of Australia’s outstanding regional art museums, showcasing our exhibitions and collections in new and exciting ways and creating a welcoming, inclusive, and engaging space for all audiences.

Position Overview

Reporting to the Director of Business, the Visitor Experience Manager is responsible for overseeing Visitor Services, Volunteers and Retail operations. You’ll lead frontline teams, manage rosters and training, support the SAM Shop strategy, and ensure smooth day-to-day operations across visitor experience, retail and facilities coordination.

Key Responsibilities

• Lead, train and support Visitor Hosts and Volunteers to deliver a warm, informative and high-quality visitor experience

• Manage staff and volunteer rosters, timesheets, training and performance

• Oversee daily operations of the SAM Retail Shop, including stock control, merchandising, POS systems and cash handling

• Support retail planning in collaboration with curatorial teams and monitor sales against budget

• Respond to visitor feedback and resolve issues to ensure the safety of artworks, visitors and staff

• Coordinate frontline communication, reporting and administrative processes

• Support building and facilities issues that impact front-of-house operations

• Ensure compliance with workplace health and safety policies and procedures

Our Ideal Candidate will have:

• Proven experience leading frontline, retail, customer service or visitor-focused teams

• Strong people management skills, including rostering, training and performance support

• A customer-first mindset with the ability to create welcoming and inclusive visitor experiences

• Experience overseeing retail operations, including POS systems, stock control and cash handling

• Well-developed organisational skills with the ability to manage multiple priorities in a fast-paced environment

• Confident communication skills and the ability to work collaboratively across teams

• Strong problem-solving skills and the ability to respond calmly to issues involving visitors, staff or facilities

• Sound administrative and reporting skills, with attention to detail

• Knowledge of workplace health and safety principles and a commitment to maintaining a safe environment

• Working with Childrens Check, Police Check and Rights to Work in Australia

• Willingness to obtain First Aid, CPR and Chief Fire Warden Accreditation

• An interest in the Arts

How to Apply

Applications will only be accepted by via Seek. Applications must include a cover letter and resume.

Please see our website to view the full position description.

For further information please contact Alexandra Sculli from OurHR at [email protected]

We are committed to building a diverse, inclusive and flexible workforce and strongly encourage applications from Aboriginal and Torres Strait Islander people, people from diverse cultures and people with a disability.