Experience Manager

Blandford Nature Center (BNC) is a well-established nature center dedicated to engaging and empowering the community through enriching experiences in nature. Located in Grand Rapids, Michigan, BNC offers educational programs, volunteer opportunities, and a welcoming environment for individuals of all ages to connect with the natural world. The center is committed to a thriving, diverse community that supports a healthy, natural world, guided by core values such as inclusion, stewardship, integrity, experiential learning, partnership, and innovation. This commitment extends to ensuring diversity, inclusiveness, and respect are integral parts of daily management and work, creating an atmosphere where all individuals are treated with dignity regardless of background or identity. BNC operates a Visitor Center and various facilities offering programs, a retail gift shop, facility rentals, and numerous volunteer opportunities that contribute to its mission and community presence.

The Experience Manager is a newly created, full-time, exempt position at Blandford Nature Center, reporting to the Director of Development. This leadership role is pivotal in providing clear, strategic, and positive oversight to the restructured Guest Experience department. The department includes the Experience Manager who supervises three part-time staff covering key administrative areas such as volunteer coordination, retail operations and facility rentals, and guest engagement. These responsibilities collectively aim to foster an environment of welcoming hospitality, innovation, and goal achievement aligned with BNC’s mission.

The Manager plays a crucial role in collaborating with the Director to co-create the vision and strategic plan for the Guest Experience Department. They lead the implementation, assessment, and revision of these plans to ensure an excellent customer service experience and foster a sense of belonging among guests. This involves managing and inspiring a team of part-time staff and volunteers, ensuring operational excellence at the Visitor Center, and integrating cross-departmental initiatives such as special events, admission-free months, and volunteer experiences.

Core responsibilities encompass management and leadership tasks focused on cultivating inclusivity and belonging among staff and guests. The Experience Manager supervises the team, schedules coverage, manages a fiscally responsible budget, and sets revenue goals for retail sales, facility rentals, admissions, and memberships. They also lead and support volunteer and retail taskforces, ensuring smooth operations and strategic growth. Volunteer coordination and engagement are integral, requiring the creation and implementation of protocols for meaningful volunteer experiences.

Guest engagement responsibilities include revising operational protocols, training teams to address guest inquiries professionally, and developing strategies to enhance guest satisfaction using data-driven insights. The Manager is tasked with innovating retail sales and facility rental operations by enhancing marketing strategies and operational protocols to maximize efficiency, profitability, and customer satisfaction.

The position demands a flexible work schedule accommodating the Visitor Center’s hours and event scheduling, requiring occasional mornings, evenings, and weekend work. Physical demands include extended periods of sitting, standing, bending, occasional lifting up to 30 pounds, and leading volunteer groups on property trails.

The ideal Experience Manager candidate will have strong interpersonal and managerial skills, with a demonstrated ability to collaborate effectively with colleagues and volunteers. They should bring comfort in open workspace environments, enthusiasm for building and executing strategic plans, and experience speaking publicly and building community relationships. A background in retail, hospitality, and volunteer management is essential, along with cash-handling experience and supervisory capabilities. The role requires high energy, discretion, ethics, technical proficiency in data management and point of sale systems, organizational skills, and a positive approachable demeanor. A passion for BNC's mission and values, and a commitment to engaging diverse community members, is critical.

Compensation for this full-time salaried position is $52,000 annually, with a generous paid time off policy including holidays, birthday leave, and winter closure. Benefits also include health, vision, and dental insurance options, a SIMPLE IRA plan with employer match, free membership, and discounts on programs and merchandise. This role offers a unique opportunity to contribute significantly to a community-focused organization dedicated to nature education, belonging, and innovation, within a supportive and inclusive work environment where diversity is valued and nurtured.