Visitor Experience & Engagement Specialist

Position Description:

Position Summary

The National Radio Astronomy Observatory (NRAO) is a prestigious research and development organization that plays a vital role in the study of the universe. Associated Universities, Inc. (AUI) is a nonprofit organization that manages and operates the NRAO under a cooperative agreement with the National Science Foundation. The Observatory is a hub for technological and scientific collaboration, operating state-of-the-art radio telescope facilities for use by the international scientific community. The Observatory has been instrumental in the study of black holes, galaxies, and the early universe.

At NRAO, we are recruiting for a full-time Visitor Experience & Engagement Specialist with the Education and Public Outreach (EPO) division at our offices in Socorro, New Mexico. under the supervision of the Senior Public Information Officer and in close collaboration with the Director of Advancement, is responsible for managing and enhancing the NRAO visitor journey through strategic communications, membership engagement, and visitor experience initiatives. The Education Specialist will also work with and support the greater EPO team efforts.

The Visitor Experience & Engagement Specialist’s duty station will be based in Albuquerque, NM, Socorro, NM, Charlottesville, VA or Green Bank, WV. Partial tele-work arrangement may be considered.

What You Will be Doing:

The Visitor Experience & Engagement Specialist develops and executes visitor and member communications, including e-newsletters, email campaigns, direct mail appeals, promotional materials, and online content; oversees membership program operations and donor/member stewardship activities; and manages visitor-facing systems, including ticketing, kiosks, and customer relationship management platforms. The Visitor Experience & Engagement Specialist also supports Advancement initiatives through membership development, data analysis, reporting, and program administration while ensuring a seamless and engaging experience for visitors and members from initial engagement through post-visit communications. the ideal candidate for this position will be responsible for, but not limited to:

• Strategically design and maintain the visitor journey from ticket purchase through post-visit engagement.
• Oversee onsite kiosks and online visitor ticketing systems.
• Manage visitor-facing processes to ensure a seamless experience.
• Lead visitor marketing initiatives that increase visitation and engagement.
• Continuously improve systems and processes impacting visitor interactions.
• Ensure compliance with Observatory and government safety policies affecting visitor operations.
• Write and distribute monthly newsletters.
• Create promotional materials.
• Manage post-visit communications and ongoing visitor engagement efforts.
• Support direct marketing and communication campaigns.
• Oversee visitor communications through Mailchimp and related platforms.
• Serve as the subject matter expert for communication and customer relationship management systems (Altru, XTruLink, Omatic, and Mailchimp).
• Pull reports and provide data to support targeted visitor communications and outreach.
• Manage the Membership Program, including renewals, new memberships, and package mailings.
• Conduct member stewardship activities, including outreach to lapsed, new, and renewed members.
• Refine membership processes and develop renewal procedures based on performance metrics.
• Create automated systems to strengthen membership infrastructure.
• Support visitor marketing initiatives through strategic planning and budget oversight.
• Assist with donor stewardship, data analysis, and research.
• Manage all direct mail campaigns.
• Utilize database systems to support membership and advancement goals, including reporting and data management.
• Pro-active compliance with NRAO and government safety policies and procedures in own work area is expected.
• Other duties may be assigned

Work Environment

Work is typically performed in an office, educational, research, or development environment. While performing the duties of this job, the employee typically sits at a desk, uses a personal computer, telephone, and other standard office equipment. The employee frequently is required to communicate in person, by electronic mail, and by telephone.

Who You Are:

Education

• Bachelor's degree or an equivalent combination of education and experience.

Experience

• Four years of related experience

Skills and Competencies

• Organizing time and experience managing multiple activities to meet deadlines.
• Adept with organizational skills and attention to detail.
• Excellent interpersonal and oral and written communication skills. Experience with database management and managing multiple segmented lists.
• Experience working and communicating with a wide range of people, including trustees, donors and other volunteers in person or by phone with the highest level of professionalism.
• Excellent copywriting, copyediting, and proofreading skills, with demonstrable experience.
• Excellent standard business communication skills, "customer service" skills.

Additional Requirement

• The selected candidate must successfully pass a post-offer, pre-employment background check which includes both credit history and criminal, as a condition of employment.
• Must have a driver’s license and access to reliable transportation.
• Must be able to lift 25 pounds and be on your feet for extended periods of time.
• Observatory employees must be authorized to work in the United States. The Observatory presently cannot sponsor H-1B Visas for this position.

Total Rewards:

Compensation

The starting salary of this position is between $66,000 and $81,000. Factors which may affect starting pay may include; education, experience, skills, competencies, other qualifications of the successful candidate, as well as internal equity and labor market conditions.

Benefits:

Associated Universities, Inc (AUI) offers a comprehensive benefits package addressing the needs of employees and their families with most benefits beginning on the first day of employment, subject to eligibility requirements. AUI provides:

• Excellent paid time off (13 holidays, annual accrual of up to 24 vacation days)
• Medical, dental and vision plans are effective on the first day of employment.
• AUI’s retirement benefit contributes an amount equal to 10 percent of a qualified participant’s base pay with no required employee contribution.
• Click Total Rewards for more information.

Application Instructions:

Select the “Apply” button above. Please be prepared to upload your current CV/Resume and a cover letter describing interest and suitability for the position.

Equal Opportunity Employer Statement:

AUI is an equal opportunity employer. To view our complete statement, please visit https://public.nrao.edu/careers/. If you require reasonable accommodation for any part of the application or hiring process, you may submit your request by sending an email to

resumes@nrao.edu