Sr. Director, Earned Revenue Strategy and Operations (National Underground Railroad Freedom Center)

Sr. Director, Earned Revenue Strategy and Operations

National Underground Railroad Freedom Center

Department: Guest Experience & Earned Revenue

Reports to: President & COO

Status: Full-Time, Exempt

Salary: $65,000 annually

The National Underground Railroad Freedom Center is seeking a strategic, mission-driven Sr. Director, Earned Revenue Strategy and Operations to lead our admissions and membership programs, group sales and events portfolio, and museum retail enterprise. This executive-level role shapes the full visitor experience while driving earned revenue across three core business lines.

We are looking for a collaborative, visionary and hands-on leader who brings exceptional people management skills, a passion for guest service, and a proven ability to grow revenue through innovative ideas, strategic planning, and operational excellence.

Position Summary

The Sr. Director, Guest Experience & Revenue Strategy provides executive leadership for all guest-facing and earned revenue operations with equal oversight across Admissions & Membership, Events & Group Sales, and Retail Operations. This role is accountable for revenue growth, operational effectiveness, strategic planning, and the execution of a world-class visitor experience that supports the organization’s mission.

The Sr. Director offers high-level direction, long-term vision, and cross-departmental leadership to ensure organizational alignment, financial sustainability, and outstanding guest engagement.

Who You Are:

• A senior-level leader with 5+ years experience in Sales and/or customer service. Proven success in earned revenue leadership in hospitality industry or museum operations.
• Skilled in strategic planning, revenue optimization, sales and outreach
• An exceptional communicator with a talent for training, motivating, and developing teams.
• Strong understanding of POS/ticketing systems, sales pipelines, customer service models, and retail/business operations.
• Excited to lead mission-driven work that enhances each visitor’s connection to history, learning, and community.

Admissions & Membership Sales

• Develop and implement strategic plans for admission sales, pricing, membership sales growth.
• Develop guest service standards, training, and frontline engagement strategies to ensure guest-facing teams provide exceptional customer service and operational efficiency
• Oversee ticketing and reservation systems sales, ensuring data accuracy, operational efficiency, and revenue integrity.
• Lead the creation of guest service standards, training programs, and interpretive approaches for frontline teams.
• Collaborate with Philanthropy to align membership sales strategy with institutional goals for retention and community outreach.
• Analyze performance metrics to guide decision-making and long-term forecasting.

Events, Group Sales & Facility Rentals

• Provide executive leadership for group sales pipelines, client relationships, school group sales bookings, and tour operators sales bookings.
• Oversee the facility sales rental program—including weddings, corporate events, and community gatherings—to ensure quality, profitability, and mission alignment.
• Lead strategic partnerships with tourism agencies, corporate partners, and community organizations.
• Direct event logistics coordination across departments to ensure seamless guest experiences.
• Evaluate market trends and develop strategies to grow attendance, sales revenue, and institutional visibility.
• Oversee retail store sales operations, financial performance, merchandising strategy, and inventory management.
• Develop product sales strategies that support the museum’s mission, exhibitions, and storytelling.
• Implement financial controls, sales and purchasing procedures, and loss-prevention systems.
• Monitor KPIs including per-capita spending, margin performance, and retail sales productivity.
• Lead vendor relations and ensure compliance with sales tax and financial regulations.

Cross-Functional Leadership Responsibilities

• Lead, mentor, and develop managers and supervisors across all guest-facing units.
• Establish clear operational processes, training programs, and performance expectations.
• Oversee budget creation, forecasting, labor planning, and ongoing financial management.
• Collaborate with Marketing, IT, Finance, and other internal stakeholders to ensure efficient operations and unified messaging.
• Serve as a visible leader during peak visitation, special events, emergencies, and high-traffic periods.
• Promote a culture of innovation, data-driven decision-making, and continuous improvement.

Qualifications

• Bachelor’s degree required, advanced degree or equivalent experience preferred.
• Minimum 5 years of senior-level leadership in museums, attractions, hospitality, or related industries.
• Strong business acumen, financial management experience, and data literacy.
• Exceptional communication, interpersonal, and organizational skills.
• Proven ability to lead diverse teams and work collaboratively across departments.
• Expertise in customer service training, retail operations, group sales, or membership programs is highly desirable.

Why You’ll Love Working Here

• You will shape how thousands of visitors engage with a nationally significant cultural institution.
• You’ll lead cross-departmental initiatives that drive innovation and financial sustainability.
• You’ll join a collaborative, purpose-driven team deeply committed to education, history, and social justice.

Working Conditions

• Full-time, primarily Monday–Friday with occasional evenings/weekends.
• Ability to stand/walk for extended periods and lift up to 20 pounds.
• Fast-paced environment with frequent interruptions.

Additional Information

• Position is located at 50 E. Freedom Way, Cincinnati, OH 45202.
• On-site parking provided.

Our Commitment to Diversity and Inclusion

At the National Underground Railroad Freedom Center, we are dedicated to fostering a diverse, inclusive, and equitable community. We believe that innovation and progress thrive when every voice is heard. We encourage candidates from all backgrounds and experiences to apply.

NURFC is an equal opportunity employer and does not discriminate on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any other protected category.

This document reflects the Freedom Center’s dedication to excellence, integrity, and mission-driven leadership.

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Tagged as: Data Analysis, Forecasting, Pipeline Management