Director
2 weeks ago
Experience Design: Omnichannel Online/Offline Visitor Journey Design & ManagementDesign 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 offeringsCreate 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's 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.Digital ServicesLead & drive best practice for building & operationalizing gallery-wide digitalization efforts working in concert with Digital Innovation TeamDevelop & lead gallery-wide implementation efforts for new e-commerce & microservices capabilities that will be integrated with current and new ticketing/tours, experiences, eCMS/CRM platformsLead & collaborate closely with Integrated Marketing team to build and manage business processes for integrated content marketing, product/segment marketing campaigns to achieve key business outcomes & KPIs.QUALIFICATIONS
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 skillsDemonstrated 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.Please note that your application will be sent to and reviewed by the direct employer - National Gallery SingaporeTell employers what skills you haveExcellent Communication SkillsTeamworkLeadershipInformation TechnologyLeadership DevelopmentPositive Team PlayerTeam Buildingself-motivated Team PlayerTeam PlayerTeam Work#J-18808-Ljbffr
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