Growth & Engagement Coordinator

ICAN Inc•Utica, NY

2d•Onsite

About The Position

The Growth & Engagement Coordinator supports the Children’s Museum’s mission by strengthening visitor engagement, membership growth, and community connection. This role serves as the primary point of contact for visitor communications, oversees membership and volunteer coordination systems, gathers and analyzes visitor feedback, and provides operational support across the museum and Mobile Museum. This position collaborates with ICAN’s marketing and development teams to promote memberships, support engagement initiatives, and assist with special events and outreach efforts. Through strong communication, data tracking, and cross-team collaboration, this role helps ensure an exceptional visitor experience while advancing the museum’s growth and community impact. The ideal candidate is a proactive, adaptable, and organized leader with excellent communication skills. They will be a strong problem-solver who fosters a positive, team-oriented culture in a fun yet fast-paced environment.

Requirements

Bachelor’s degree in communications, nonprofit management, marketing, business administration, museum studies, hospitality, or a related field preferred.
Minimum of 2–3 years of professional experience in customer service, nonprofit administration, membership programs, visitor services, or community engagement.
Experience managing communication channels such as shared email inboxes, inquiry systems, or customer relationship management (CRM) platforms preferred.
Experience supporting events, volunteer coordination, or membership programs in a nonprofit, museum, cultural organization, or community organization preferred.
Experience working in a fast-paced, public-facing environment with strong customer service expectations.
Experience working or volunteering with children and families in an educational, recreational, museum, or community setting.
Strong organizational skills with the ability to manage multiple priorities and maintain accurate tracking systems.
Comfort working with data and reporting tools to track engagement, membership, and visitor trends.
Equivalent combinations of education and relevant professional experience will be considered.
Interest and ability to work with children and families from a variety of backgrounds, abilities, and experiences.
Excellent written and verbal communication skills with the ability to engage both large groups and individual visitors.
Strong interpersonal skills and the ability to interact with visitors in a welcoming, respectful, and engaging manner.
Ability to communicate the educational value of museum exhibits and programs in an engaging and accessible way.
Demonstrated ability to remain calm, professional, and solution-oriented in challenging situations.
Strong organizational skills and the ability to work effectively in a fast-paced environment.
Positive attitude, strong work ethic, and willingness to be an active participant in a playful learning environment.
Commitment to maintaining a safe, clean, and welcoming environment for all visitors.
Respectful, approachable, and collaborative work style.

Responsibilities

Serve as the primary point of contact for all inbound inquiries including general museum information, group visits, membership, Mobile Museum, volunteer interest, and community partnership requests.
Monitor and respond to shared museum email inboxes, website contact forms, and phone inquiries in a timely and professional manner.
Triage and route inquiries to the appropriate internal staff (Program Coordinator, Floor Manager, or Executive Director) while maintaining communication oversight.
Maintain organized tracking of inquiries to ensure follow-up and conversion opportunities are not missed.
Identify patterns or frequently asked questions and recommend improvements to communication systems.
Provide excellent customer service and respond promptly to guest concerns or complaints.
Develop and administer customer satisfaction surveys for birthday parties, field trips, group visits, mobile museum visits and programming.
Gather and analyze visitor feedback and share insights with leadership to improve the guest experience.
Identify trends and recommend enhancements to museum programming, communication, and operations.
Oversee daily membership systems, communications and benefit fulfillment.
Track renewals, retention rates, and membership trends.
Educate guests on the benefits of membership and encourage engagement with museum programs.
Develop membership purchase, renewal and engagement strategies in collaboration with ICAN’s marketing team.
Coordinate member communications and engagement opportunities.
Maintain monthly dashboards for tracking attendance, membership activity, and visitor trends.
Analyze data and provide insights and recommendations to the Executive Director.
Support budget forecasting with accurate membership and attendance data tracking.
Recruit, onboard, and schedule volunteers to support programs, events, and visitor engagement initiatives.
Serve as the primary point of contact for volunteers, ensuring clear communication and effective scheduling systems.
Support volunteer engagement and retention initiatives.
Provide operational support across the museum and Mobile Museum as needed.
Serve as designated operational support in the absence of the Floor Manager, including opening and closing the museum as scheduled.
Act as the on-site point of contact during assigned coverage periods to troubleshoot operational issues and support Play Ambassadors.
Ensure museum policies, safety procedures, and visitor experience standards are upheld during assigned operational coverage.
Identify operational needs impacting visitor experience and communicate recommendations or follow-up needs to the Floor Manager and leadership team.
Consolidate and share insights from visitor feedback and collaborate with the Executive Director, Floor Manager and Experiential Learning Coordinator to implement improvements.
Serve as a liaison with ICAN’s marketing and development teams to support promotion of museum programs, membership growth initiatives, and community engagement efforts.
Assist the development team with museum-related fundraising and community events as needed, including coordination support, guest communication, and on-site assistance.
Collaborate across teams to share updates, address challenges, and streamline visitor services.
Participate in cross-departmental meetings and contribute to organizational planning.
Support the Executive Director in advancing partnerships and initiatives that connect museum operations to UCM’s mission.
Communicate consistently with the Executive Director regarding operations, staffing, and organizational priorities.
Meet regularly with the Executive Director to review and adjust work goals and performance benchmarks.
Take ownership of assigned initiatives and projects, ensuring clear communication, timely execution, and follow-through on deliverables.
Additional duties may be assigned on an as-needed basis.