Assistant Director of Group Sales

Position Overview

The Franklin Institute, the most visited museum in the Commonwealth of Pennsylvania, strives to be the world leader in promoting science and technology education and literacy through inspiring and engaging experiences that cultivate curiosity, critical thinking, and an understanding of the crucial role science plays in our lives. At The Franklin Institute, we provide an environment that is as nurturing as it is dynamic, offering ample learning and career growth opportunities. The Assistant Director of Group Sales will oversee strategy, planning, and execution of The Franklin Institute's Contact Center, with a primary focus on Group Sales, and will lead the daily operations of the Contact Center – TFI's hub for guest communication and advance ticket sales, as well as handling the Admission Department's funds.

Schedule: Full-time 37.5 hours per week, Monday through Friday, with a willingness to work occasional weekends & evenings.

Key Responsibilities

• Develop and execute strategic plans to meet or exceed group sales goals.
• Understand industry trends for this market.
• Maintain a thorough understanding of the TFI Group Sales process including booking tickets, confirming reservations, collecting payment, and fulfilling orders through the Galaxy ticketing system.
• Oversee TFI's Contact Center team to ensure standards are met and executed in a seamless and accurate manner.
• Determine contact center performance targets for speed, accuracy, quality, sales, and efficiency, and ensure these goals are met on a daily, weekly, and monthly basis.
• Create a fun, positive, and inclusive team environment for all staff members.
• Assist the Director of Business Operations with achieving departmental goals and provide support for ticketing and customer service initiatives when needed.
• Complete weekly revenue reconciling procedures, including cash and check deposits, closing shift reports, billing and refund submissions, and partner revenue reports. Report errors to the Director in a timely manner.
• Ensure the timely completion of payroll and scheduling for hourly team members as well as management.
• Manage department spending in accordance with the budget.
• Operate the 8x8 contact center software expertly and serve as the liaison between the contact center and IT.
• Develop and generate ideas that support delivering a world-class visitor experience.
• Update telephone system queue messages to ensure proper call routing.

Required Qualifications

• Education: Bachelor's Degree or equivalent experience.
• Experience Required: Minimum 3 years of Group Sales/Contact Center management or related experience; strong preference for venue or attractions experience.
• Proven leadership in managing teams within a visitor-facing organization.
• Experience with fulfillment or ticket delivery for programs exceeding 150,000 attendees annually.

Benefits & Perks

• Benefits: The Franklin Institute offers a comprehensive benefits package including health, dental, and vision coverage, 401K, life insurance, and disability coverage. Additionally, generous Paid Time Off, paid holidays, and numerous wellness program benefits are provided.