Visitor Experience Manager

Full-time, permanent position (5 days per week, Sunday – Thursday)
Engagement Division
Reports to the Director of Engagement

The MCA encourages applications from Aboriginal and Torres Strait Islander people, people with disability, and people from diverse cultures. The MCA acknowledges the enormous contribution Aboriginal and Torres Strait Islander artists, staff, educators, arts professionals, and guests have made to the fabric of the museum since its inception. Contemporary Aboriginal and Torres Strait Islander art practice has long been central to MCA collection and exhibition programs.

Overview of the MCA
The Museum of Contemporary Art Australia (MCA) is Australia’s only public museum dedicated to contemporary art and the work of living artists.
The MCA presents, collects and engages with the art of now.
Guided by the principles of belonging, connection and influence, we aim to be the defining platform for contemporary art and ideas in Australia and beyond.
Located on Sydney Harbour at Tallawoladah, a home to stories, art and culture for over 65,000 years, the MCA contributes to the continuity of culture on our site.
We connect the widest possible public to contemporary art through our Collection, exhibitions, events, creative learning and access programs.
Our evolving Collection of over 4,700 artworks is the only public collection in Australia dedicated to the work of living artists, with over a third represented by Aboriginal and Torres Strait Islander artists.
As an independent, not-for-profit organisation, the MCA raises over 85% of its revenue each year through donations and commercial activities to deliver its artistic and engagement programs.

Overview of the position
The Visitor Experience Manager is a key member of the Engagement Division, working alongside other managers to champion and deliver exceptional visitor engagement across the Museum.
This role is responsible for ensuring that every aspect of the visitor journey is thoughtfully designed and delivered to the highest standards of customer care. The role leads on ticket sales and works with marketing and commercial departments on sales strategies. As the Front of House teams are the primary point of contact with the public, the Visitor Experience Manager plays a critical role in leading Gallery Hosts, Team Leaders, and Visitor Experience volunteers to create a welcoming, inclusive, and engaging environment.
The role oversees daily gallery operations, including artwork security, ticketing, visitor safety, cloakroom services, building presentation standards, visitor flow and capacity, access, and compliance with health and safety requirements. The Visitor Experience Manager leads and supports Team Leaders to ensure smooth and consistent day-to-day operations.
A key aspect of the role is ensuring clear, accurate, and timely communication to Front of House teams, including exhibition briefings and operational updates. The position also contributes to wayfinding and signage across the Museum to enhance the visitor journey. The Visitor Experience Manager provides insights into visitor behaviors through regular reporting, and supports the collection and delivery of visitor insights, supporting data-informed decision-making across the organization.
In addition, the role oversees the Volunteer Program and holds financial and administrative responsibilities. The position contributes to cross-departmental planning and works collaboratively with teams across the Museum to support organisational priorities.

Person specification
The ideal candidate is a dynamic and accountable leader who fosters a strong sense of value and purpose in others. As a positive ambassador for the MCA, they bring innovative thinking and actively seek opportunities to extend the organisation’s capabilities.
We are seeking an experienced customer service manager with demonstrated expertise in commercial and visitor engagement strategies. They bring a strong track record in ticketing sales, managing large teams, developing effective rostering structures and systems, and a solid understanding of shift-based employment legislation.
Committed to delivering the highest standards of customer service, they lead with energy and enthusiasm, inspiring a culture of continuous improvement. Highly organised, adaptable and reliable, they maintain clarity around organisational, team and individual objectives, and excel at aligning both their own efforts and those of their team to achieve them.

Applications
To learn more about working with the MCA, this role and how to apply please visit our website. (https://www.mca.com.au/about-us/work-for-us/visitor-experience-manager/)
Closing Date
Friday 8 May, 9am.
Please direct all enquiries to positions.vacant@mca.com.au

Working for the MCA
The MCA is committed to equal opportunity and diversity. The MCA promotes a work environment that is free from discrimination and harassment, and where individuals are treated with fairness, equality, and dignity. Find out more about the MCA.