The Experience Lab Senior Manager (Onsite, Greater Nashville Area)

Main areas of focus: Event Management, Volunteer Management, Hospitality, Fundraising

Location: Onsite at The Experience Lab in Franklin, TN

Eligibility: charity: water hires from all 50 U.S. states. At this time, we are only considering candidates who are eligible to work in the United States without the need of company sponsorship now or in the future.

JOB HIGHLIGHT

You’ll oversee the day-to-day management of a retail space that exists to educate and inspire thousands of people about the water crisis and what they can do to end it. By collaborating across the organization, managing a small, dedicated team, and building a volunteer docent program, you’ll ensure guests, groups, and supporters have a memorable, share-worthy experience.

JOB SUMMARY

The Experience Lab Senior Manager reports to the VP of Marketing & Growth, works closely with the Executive Project Manager, Experience & Innovation, and cross-functionally across charity: water. You’ll be responsible for managing the day-to-day operations of hosting visitors, supporters, and groups to The Experience Lab including oversight of the staff and volunteers. The Experience Lab is a dynamic space that moves people through an inspiring experience using innovative technology and powerful storytelling. The goal is to increase support for charity: water and bring everyone into the charity: water story as we move ever closer to the day when everyone on earth has clean and safe water.

YOU’LL BE RESPONSIBLE FOR…

●      Overseeing all day-to-day operations for The Experience Lab, including staffing, maintenance calls/vendors, 

●      Generating foot traffic, booking reservations, and securing group visits with the goal to more deeply engage in the charity: water story and generate donations

●      Developing and managing a volunteer docent program in coordination with the Supporter Experience team

●      Acting as host and lead docent to ensure a welcoming and informative experience for all guests.

●      Working closely with internal stakeholders such as the CEO, VP of Marketing & Growth, Product, Supporter Experience, Key Relationships, etc. to execute a personal and thoughtful customer journey, helping to define processes that deliver a quality guest experience

●      Overseeing the execution of timed experience and narrative flow for guests

●      Managing and supporting direct reports in their work and interactions  with daily guests and prospective donors

●      Hosting high-level donors in coordination with Key Relationships representatives and leaders

●      Coordinating and executing private events hosted at the Experience Lab

●      Collecting and analyzing feedback from guests to continuously optimize and improve the visitor experience

●      Stewarding and building local relationships with businesses, schools, churches, and other partners to support and visit the space

YOU MUST HAVE…

●      7+ years of management experience in a retail, hospitality and/or events & experiences

●      Expert verbal and written communication skills

●      Love of hospitality and organization

●      Participation in building volunteer and internship programming

●      Schedule flexibility; including weekends

IT’S AN ADDED PLUS IF YOU HAVE…

●      Experience and training with ticketing software (i.e- eTix) 

●      Experience in fundraising and/or nonprofit

●      Experience in event production, specifically corporate and/or high-touch events

●      Experience with volunteer management

YOU’LL BE SUCCESSFUL IF…

You're a strategic thinker

You have the strategic prowess and social intelligence required to help build a scalable experience for guests as they engage in the Experience Lab.

You get things done

You keep your cool under pressure and know how to prioritize your responsibilities. And when you need help, you're not afraid to ask.

You’re obsessed with hospitality

You dive into every detail to make sure every person that steps in the door feels a touch of personal care and presence. You are willing to go above and beyond to make each experience special and love stepping outside the box with creativity to do so.

You’re extremely organized and detail oriented

You prioritize well and are able to manage important projects, schedules, and communications in an orderly fashion. You can handle and prioritize several projects at once.

You're methodical

You are able to formulate and follow clear processes and steps. Whether it’s cleaning and categorizing data, managing an event task list, or hosting important guests and activities, you can create a repeatable process to help save time and ensure consistency.

You're trustworthy and professional

You've proven you're equipped to handle and maintain confidential information. You're set on learning all the ins and outs of the org so that you can handle any question that comes your way.

You believe in the future of charity: water

You take your responsibilities seriously; the success of this role is critical to charity: water's growth.

TEAM OVERVIEW

The Marketing & Growth team is a deeply passionate, incredibly thoughtful, and highly skilled group of storytellers, marketers, managers, and makers. Through our Brand & Content, Marketing & Communications, Supporter Experience, Growth and Experience Lab teams, we create innovative campaigns, craft powerful stories, and deliver world-class experiences to help the world, along with our amazing community of supporters, become more aware of the global water crisis and inspire them to join us in our mission to end it.

ORGANIZATIONAL OVERVIEW

At charity: water, we believe that water changes everything. We work with local implementing partners to fund sustainable solutions that provide clean and safe drinking water to people around the world. Since 2006, with a diverse team of world-changers and an unstoppable community of supporters, we’ve brought clean water to more than 17.5 million people worldwide. With the makings of a mid-size tech startup, we’re reinventing charity through endless innovation, contagious passion, beautifully crafted stories, and a powerful brand that inspires a new kind of generosity.

At charity: water, we value every background, identity, and experience. We believe that a diverse team, informed by different cultures and perspectives, makes us stronger. We are committed to doing the work and challenging each other to be an organization in which everyone is respected and heard. We commit to providing genuine opportunities for all people to thrive. And we will continue to embed diversity, inclusion, belonging, and equality in everything we do.

BENEFITS & PERKS

Unlimited PTO

Summer Fridays

6-week paid sabbatical leave after 5 years of employment

Annual bonus potential through The Pool

401k plan + employer match

Medical covered at 80% + Dental/Vision contributions

FSA + dependent day care FSA

Employer-paid life insurance, STD, LTD

16-week paid maternity and paternity leave for new parents

Stipends for Home office, Professional Development, TSA Pre-check and a You-do-You Perk

2-4 annual travel requirements to spend quality in-person time with the team

Note, charity: water will never ask you for your credit card or financial information during the interview process. Should you receive a message requesting this information, please mark the email as spam and report here.