Visitor Experience and Bookings Manager

Job Category: Advertising, Media, Arts & Entertainment

Auckland War Memorial Museum: Connecting through sharing stories of people, lands and seas

Auckland Museum is a much-loved culture and heritage organisation at the heart of Auckland's identity, committed to outstanding management of its world-class collections, developing and sharing engaging content through its galleries, exhibition, events, educational programmes and the permanent and volunteer staff who tell the Museum's stories. We are Auckland's home of commemoration as well as the country’s oldest research institution and a major tourist destination.

Mō te tūranga | About the role

Reporting to our Head of Safety and Visitor Services, this role has shared responsibility for managing a large frontline workforce of Visitor Hosts and our Bookings Team. You will collaboratively lead the implementation of effective systems and people management to ensure excellent operational delivery by your direct reports. The role is fast‑paced and leads a world‑class visitor experience for the Auckland War Memorial Museum in line with the Museum’s values, guidelines, best practice, and museum-wide policies.

This is a full‑time and permanent position, and the days of work are Tuesday to Saturday. At times, some flexibility may be required.

To be successful in this role, you will offer:

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• Knowledge of customer experience best practice.
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• Demonstrable leadership experience in the customer experience, HR, Events or GLAM sector, preferably with Museum experience.
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• A proven track record of managing and developing high‑achieving, front‑facing teams.
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• A genuine desire to lead others in delivering exemplary visitor interactions and an ability to model best practice.
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• Availability to purchase additional annual leave.
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• An award‑winning wellbeing programme including free membership with Boost app and MyEverydayWellbeing.
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• An active social club which is part of the fabric of Museum life.
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• Life insurance from your first day and discounted Health Insurance.
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• Free museum membership and other staff discounts.
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• Discounted onsite parking.
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• Accredited by Rainbow tick.
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