Senior Manager

COMPANY DESCRIPTION

National Gallery Singapore is a leading visual arts institution which oversees the world’s 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’s 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, Musée 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’s 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 “Best Theme Attraction” at TTG Travel Awards 2017, “Best Attraction Experience”, “Breakthrough Contribution to Tourism” and “Best Customer Service (Attractions)” at the prestigious Singapore Tourism Awards in 2016 for its role in adding to the vibrancy of Singapore’s 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

**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’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.

**Ticketing & Tours**
- 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’s commercial objectives by providing ground up insights and reports.
- Design business processes that enhance and extend visitor experience based on the Gallery’s visitor segmentation research.

QUALIFICATIONS
- Degree in business, marketing, hospitality, tourism, retail management or other re