Job Description

COMPANY DESCRIPTION
National Gallery Singapore is a leading visual arts institution which oversees the world\xe2\x80\x99s largest public collection of Singapore and Southeast Asian modern art. Situated at the birthplace of modern Singapore, in the heart of the Civic District, the Gallery is housed in two national monuments - City Hall and former Supreme Court - that have been beautifully restored and transformed into this exciting 64,000 square metre venue. Reflecting Singapore\xe2\x80\x99s unique heritage and geographical location, the Gallery aims to be a progressive museum that creates dialogues between the art of Singapore, Southeast Asia and the world to foster and inspire a creative and inclusive society. This is reflected in our collaborative research, education, long-term and special exhibitions, and innovative programming. The Gallery also works with international museums such as Centre Pompidou, Mus\xc3\xa9e d\'Orsay, Tate Britain, National Museum of Modern Art, Tokyo (MOMAT) and National Museum of Modern and Contemporary Art, Korea (MMCA), to jointly present Southeast Asian art in the global context, positioning Singapore as a key node in the global visual arts scene. In 2020, the Gallery was the only museum in Southeast Asia that received a ranking in The Art Newspaper\xe2\x80\x99s annual global survey of attendance at art museums, taking 20th place. In 2018, the Gallery was also the first museum in Asia to receive the Children in Museums Award by the European Museum Academy and Hands On! International Association of Children in Museums. It also won the awards for \xe2\x80\x9cBest Theme Attraction\xe2\x80\x9d at TTG Travel Awards 2017, \xe2\x80\x9cBest Attraction Experience\xe2\x80\x9d, \xe2\x80\x9cBreakthrough Contribution to Tourism\xe2\x80\x9d and \xe2\x80\x9cBest Customer Service (Attractions)\xe2\x80\x9d at the prestigious Singapore Tourism Awards in 2016 for its role in adding to the vibrancy of Singapore\xe2\x80\x99s tourism landscape. We offer job opportunities in our dynamic organisation. Working at the Gallery enhances and cultivates your love for the arts, and offers you a chance to be part of the Gallery\'s vision.
OUR PEOPLE At National Gallery Singapore, we develop cultural leaders who make the world better. Our people are united by a shared belief in the power and necessity of art, and work together to create meaningful experiences for our visitors.
DESIGNATION : Senior Manager / Assistant Director (Phygital Visitor Experience)

RESPONSIBILITIES
This is a newly created role that reports to Deputy Director of Visitor Experience within the Audience Experience Management division. This division comprises Visitor Experience, Integrated Marketing & Creative Services and Digital Ecosystem. The successful candidate will champion a seamless omni channel visitor experience, with a major in onsite user (physical) experience design, and collaborates with Integrated Marketing, to minor in curating online pre and post visit journeys and touchpoints. Additionally, the successful candidate acts as the custodian for ticketing revenue for the gallery, this includes planning and overseeing ticketing & tours, both systems & operations as they relate to enhancing visitor-centric gallery experiences (new and repeat visitors). This role is premised on \xe2\x80\x9cINSPIRING STORIES, CREATING CURIOSITY and A MOVING EXPERIENCE\xe2\x80\x9d for all our visitors.
RESPONSIBILITIES
Omnichannel Online/Offline Visitor Journey Design & Management

• Design user experiences using participatory and iterative design techniques, including observational studies, visitor interviews, focus group discussions, usability testing, and other forms of requirements discovery.
• Further evolve the visitor experience to deliver personalized, differentiated visitor journeys, including the development of customized itineraries/product bundles which cut across the different product lines of the Gallery (exhibitions, public programmes, curatorial programmes, education/family programmes, tours, F&B experiences) and 3rd party partner offerings
• Create user flows and prototypes to effectively conceptualise and communicate detailed interaction behaviours.
• Maximize every customer service interaction, deepen visitor engagement, build loyalty, and drive value over customer\xe2\x80\x99s lifetime.
• Establish and maintain efficient and effective customer service processes across channels to ensure any concerns are addressed and resolved in a timely manner.
• Work effectively with cross divisional teams spanning Curatorial, Programs, Integrated Marketing, Business Development, and IT to influence improvements on customer experience.
• Build and nurture strong relationships with key stakeholders, advising operational considerations for online to offline operations processes.
• Review industry best practices and use visitor insights and analytics to identify organisation-wide improvement opportunities.

• Lead in ticketing & tour revenue and pricing policies, plan and execute in collaboration with Integrated Marketing, Planning, and Digital Innovation teams. He/she will be supported by 2 direct reports.
• Responsible for managing ticketing & tour systems; revenue analysis and reporting.
• Owns the relationship with the ticketing vendor; responsible for ticketing-related budget for contracted services and hardware.
• Lead the ticketing team to deliver a high standard of service, ensuring new products and promotions are well executed in a timely manner.
• Collaborate with Business Development team to implement resellers, non-traditional sales channels, and promotions. Partner with Integrated Marketing to deliver the museum\xe2\x80\x99s commercial objectives by providing ground up insights and reports.
• Design business processes that enhance and extend visitor experience based on the Gallery\xe2\x80\x99s visitor segmentation research.

• Degree in business, marketing, hospitality, tourism, retail management or other related specializations.
• 6 to 8 years of relevant experience in the leisure/lifestyle sector, such as an established attraction/ retail/ hospitality/arts & cultural outfit.
• Demonstrated competencies in integrating onsite and online touchpoints as it relates to user experience design & digital interfaces essential.
• Strong subject knowledge in operations, with prior experience in managing or supporting front of house operations specifically but not limited to ticketing and tours.
• Exceptional interpersonal, organisation, analytical skills as well as effective oral and written communication skills
• Demonstrated competencies in project management with effective time management skills.
• Systematic, analytical, and strong in operational process design and execution.
• A team player who is resourceful, hands-on, detail-oriented, and able to manage multiple projects simultaneously; ability to multi-task and prioritise; takes initiative and is assertive when required; is meticulous and detail-oriented.
• Flexibility to work nights, weekends and in accordance to operational schedules when needed.