NATURE AND SCOPE:

The Rental Services Customer Experience Manager is responsible for the successful execution of The Durham Museum’s facility rental program. This position promotes the museum as a premier venue for private and corporate events, creating unique and memorable experiences that align with the museum’s strategic direction and foster customer loyalty.
This position guides the rental process from initial contact through event execution, ensuring seamless organization throughout. Responsibilities include responding to and tracking inquiries, conducting tours, generating contracts and event sheets, managing budgets, and coordinating internal communications and logistics. While this role does not design or plan the event, it is critical in helping bring a client’s vision to life by providing support and resources available to them. The rental manager serves as the client’s primary contact for museum-related logistics and ensures that all events meet quality standards and contribute to established revenue goals. As a Customer Experience Manager this role will support all service areas within Customer Experience operations and serve as manager on duty when scheduled.

CUSTOMER EXPERIENCE

• Operate POS systems for the customer service areas including TAM, Altru and Toast and maintain a working knowledge to program and problem solve.
• Cross trained and able to function in all Customer Experience area roles to assist with responsibilities and provide coverage as needed.
• Assist with opening and closing procedures in all service areas as needed.
• Advise Sr. Manager of Customer Experience on needed updates to current processes.
• Responsible for the day-to-day operations and processes of the Customer Experience Department, ensuring that safety, service, quality, budget and branding standards are met.

QUALIFICATIONS:

• Bachelor’s degree and/or 3–5 years of proven, relevant experience in event management, marketing, hospitality, or a related business field.
• Excellent written and verbal communication skills.
• Proven experience in meeting revenue targets in a competitive market.
• Exceptional client service skills with the ability to identify and address client needs professionally and courteously.
• Strong organizational, time-management and prioritization skills.
• Ability to adapt quickly and respond to evolving circumstances in a fast-paced, hands-on environment.
• Commitment to excellence in customer service and teamwork.
• Prior event planning or execution experience preferred.
• Familiarity with Altru software is a plus.

Please refer the Job description for details