Director of Customer Experience
Full-time / year-round

Under the direction of the President, the Director of Customer Experience will work closely with Artpark Services and Production departments to ensure effective overall operations of food & beverage, merchandise, in-venue customer relations, security, and compliance with in-venue State and local public safety regulations. Artpark hosts 100+ live events annually, serving over 150,000 customers during its summer season.

Supervision of overall F&B operations to include

  • Creation and supervision of seasonal departmental budget with a goal of maximizing profits while maintaining superior quality of product, service and customer experience
  • Product management including selection, acquisition, costing, analysis, distribution, and pricing for general concessions
  • Monitor inventory and balance sales to remaining inventory on a consistent basis
  • Inventory management, prepare various operating and reconciliation reports
  • Point of sale management
  • Creation of a recruitment strategy and implementation of staffing for all concessions operations to include fixed and mobile points of sale
  • Maintain positive in venue guest and vendor relations through effective communication


Supervision of merchandise operations to include

  • Creation and supervision of departmental budget with a goal of maximizing profits while maintaining superior quality of product, service, and customer experience
  • Product management including selection, acquisition, costing, analysis, distribution, design when appropriate, and pricing, including commissions as required
  • Balance inventory to product sales and settle with outside vendors as required
  • Point of sale management
  • Creation of a recruitment strategy and implementation of staffing for all merchandise operations points of sale
  • Maintain positive in venue guest and vendor relations through effective communication


Compliance with rules and regulations

  • Oversee compliance with federal, state, local, and company regulations regarding sale of alcohol, OSHA, EEO and HR-related guidelines for the Services Department; ensure compliance with all public health and safety procedures and certifications


Safety and Security

  • Oversee the Manager of Safety and Security reviewing security calls, monitoring
  • Compliance with safety regulations and reviewing the levels of effectiveness and courtesy of appropriate personnel
     

Volunteer Oversight

  • Oversee Coordinator of Volunteers to ensure proper training and review and monitor the quality of work performed by volunteers


Qualifications and Skills Required
Education: Bachelor’s Degree with a major in tourism and hospitality

Experience:

  • Minimum of three years’ experience at managerial level of similar operation; demonstrated initiative, leadership and team building skills are essential
  • Financial management accountability and budgeting
  • Strong organizational and managerial skills
  • Strong interpersonal skills
  • Ability to work well with a wide variety of personalities
  • Strong commitment to in venue customer and vendor service
  • Contract management
  • POS, data, and communications technology experience a plus

 

Specific Requirements

 

  • Must be able to work in an outdoor environment with variable temperatures, loud noises, frequent walking and standing
  • Regularly required to sit in front of a computer
  • Visual acuity sufficient to see and distinguish required reports and computer system
  • Occasional bending, lifting, and carrying up to 40 lb.


Benefits and Compensation

  • Benefits include 80% of cost of company health insurance plan, paid vacation, personal days, sick leave, and tickets to events at Artpark, pleasant and stimulating work environment
  • Compensation is competitive and will be based on training and experience


Management reserves the right to assign or reassign duties and responsibilities on this job at any time. Artpark is an Equal Opportunity Employer


Apply to:

  • Customer Experience Position, Artpark, 450 S. 4th Street, Lewiston, NY 14092
  • [email protected] with a subject line Director of Customer Experience
  • Include Resume and three references.

 

Artpark is a New York State Park and a cultural institution, Artpark & Company, located in the charming Village of Lewiston, NY on the banks of the stunning Niagara River just 5 minutes from the world-famous Niagara Falls where all genres of visual and performing arts from creation to realization take place and serve to enhance the life experience of the over 150,000 persons during its summer season and 250,000 annually. Become an integral part of a congenial staff that is dedicated to making every customer’s experience fulfilling, educational, exciting, safe, and secure.

Artpark opened in 1974 as a New York State Park on land cleared as a part of the development of the Niagara Power Project. Since 1996, Artpark has been managed under a contractual agreement with the New York office of Parks, Recreation and Historic Preservation by Artpark & Company, Inc. Under the leadership of this not-for-profit organization, Artpark has become a major resource for culture including visual arts, performing arts, entertainment, education and a wide variety of events and activities that can be found nowhere else in the region. Noted for its presentation of theatrical performances and popular concerts, Artpark has also become an innovator in performing and public art programming. More information: www.artpark.net