GALLERY PURPOSE & MISSION
Weaving art, craft and ideas of the past and present
Castlemaine Art Museum (CAM) is located on Dja Dja Wurrung Country in the culturally rich community of Castlemaine, Central Victoria. Established by community subscription in 1913 and housed in purpose-built premises since 1931, CAM is a unique institution in the Australian cultural landscape, sustained by over a century of community support.
CAM holds one of regional Victoria’s most significant permanent art collections, with a strong focus on traditional landscape painting and major works from the 19th and 20th centuries, particularly the Edwardian era. The collection also includes modern and contemporary works, with a growing representation of Central Victorian artists.
CAM is committed to being a vibrant, inclusive, and accessible public museum and gallery. It aims to engage diverse audiences - including Indigenous communities and those less represented in traditional art spaces - through exhibitions that foster deeper understanding and connection with art and culture. Visitors are invited to experience both the familiar and the experimental, with each visit offering a rich emotional and intellectual journey.
POSITION PURPOSE
The Visitor Experience Officer is the public face of CAM and plays a vital role in connecting the museum with its visitors. Reporting to the Chief Operating Officer, this position supports the Visitor Services team in delivering a welcoming, professional, and safe environment for all guests.
The role is central to advancing CAM’s commitment to exceptional visitor experiences at a leading regional gallery. It focuses on generating long-term community support through high-quality, proactive customer service - in person, over the phone, and online - and contributes to meeting CAM’s Service Mission and visitor expectations.
This role directly supports industry standards of excellence in visitor experience and plays a key part in fostering meaningful engagement with CAM’s exhibitions, programs, and values.
KEY DUTIES AND RESPONSIBILITIES
- Support the purpose and strategic goals of Castlemaine Art Museum (CAM), actively participating in organisational initiatives and fostering a safe and healthy environment for colleagues, visitors, and stakeholders.
- Deliver exceptional visitor experiences aligned with CAM’s visitor service mission.
- Engage in CAM’s community life, including attendance and support at exhibition openings, stakeholder events, and after-hours programs as required.
- Undertake additional duties or special projects as directed.
Audience and Customer Service
- Provide a warm, professional welcome to all visitors, ensuring a positive first impression of CAM.
- Maintain up-to-date knowledge of exhibitions, events, shop merchandise, fundraising activities, and membership offerings.
- Accurately record visitor attendance and engagement.
- Respond promptly and professionally to enquiries via email, phone, and in person, redirecting messages as appropriate.
- Manage bookings for events, education programs, and guided tours, including arrangements for schools, bus tours, and public programs.
- Maintain an internal calendar of group visits and public events to support smooth operations.
- Support daily gallery operations including reception, administration, membership management, financial reporting, and facilities coordination.
- Observe and report visitor feedback, issues, and opportunities to management.
- Supervise volunteers and work independently during weekend shifts.
- Foster a safe, inclusive, and engaging environment that encourages repeat visitation and supports CAM’s service mission.
Gallery Space & Event Management
- Ensure the Gallery is presented professionally during opening hours and maintain a clean, safe environment for staff and volunteers.
- Enforce safety and security protocols, including opening/closing procedures and protection of artworks, staff, and visitors.
- Assist with setup and pack-down for public programs and events.
- Monitor gallery spaces for maintenance issues and liaise with tradespeople as needed.
- Maintain front-of-house equipment, maintenance logbook, and key register.
- Operate lighting and audiovisual equipment during daily opening and closing procedures.
- Uphold building security and perform Fire Warden duties.
- Assist with emergency and first aid responses in accordance with CAM procedures and training.
Retail
- Process face-to-face and online retail transactions accurately and efficiently.
- Manage retail stock levels, including ordering, receiving, and restocking merchandise in collaboration with the General Manager.
- Oversee consignment stock, including tracking inventory, coordinating with artists or suppliers, and processing payments.
- Maintain visual merchandising standards to ensure an appealing and accessible retail space.
- Monitor sales trends and provide feedback on popular products or potential new items.
- Assist with stocktake and inventory audits.
- Ensure compliance with CAM’s financial procedures and retail policies.
- Provide product knowledge to visitors to enhance the retail experience and support fundraising efforts.
Volunteers
- Roster and supervise front-of-house and event volunteers, ensuring adequate coverage and support.
- Provide orientation and ongoing training to volunteers to ensure they are confident and informed in their roles.
- Act as the primary point of contact for volunteer queries and support needs.
- Foster a positive and inclusive volunteer culture that reflects CAM’s values.
- Coordinate volunteer involvement in public programs, events, and exhibition openings.
- Maintain accurate volunteer records, including availability, roles, and contact details.
- Assist with volunteer recruitment and onboarding processes.
- Recognise and celebrate volunteer contributions through regular communication and appreciation initiatives.
Finances
- Prepare and submit daily financial reconciliations, ensuring accuracy and timeliness.
- Bank donations, shop sales, and event income in accordance with CAM’s financial procedures.
- Collate and forward invoices for payment, ensuring proper documentation and approval.
- Manage petty cash, including tracking expenditures and reconciling balances.
- Assist with budget tracking for public programs and retail operations.
- Support financial reporting by maintaining organised records and providing data as requested.
- Ensure compliance with CAM’s financial policies and assist with internal audits when required.
- Liaise with the Chief Operating Officer to resolve discrepancies or clarify procedures.
Members and Donors
- Promote CAM membership and donor opportunities through face-to-face engagement, printed materials, and digital channels.
- Provide accurate and engaging information about membership benefits, donation impact, and ways to support CAM.
- Process new memberships and renewals, ensuring timely data entry and confirmation.
- Manage the members and donor’s database, maintaining accurate contact details, preferences, and engagement history.
- Coordinate member communications, including newsletters, event invitations, and renewal reminders.
- Assist with the planning and delivery of member and donor events, including RSVPs, logistics, and on-the-day support.
- Track and report on membership trends, donor engagement, and campaign outcomes.
- Support donor stewardship by preparing thank-you letters, receipts, and recognition materials.
- Collaborate with the Chief Operating Officer to identify opportunities for member growth and donor engagement.
- Ensure compliance with privacy and data protection policies when handling member and donor information.
Other Tasks
- Follow CAM’s operational policies, procedures, and service standards to ensure a consistent and high-quality visitor experience.
- Collate CAM’s media coverage and maintain an organised archive for reporting and promotional use.
- Assist with scheduling and coordination of newsletters, media releases, and social media content.
- Make updates to website content as requested, ensuring accuracy and alignment with CAM’s branding and messaging.
- Manage all incoming and outgoing mail, including deliveries, correspondence, and postage supplies.
- Maintain staff amenities, including kitchen, bathroom, and office supplies, ensuring a clean and well-stocked environment.
- Maintain and update Front of House procedure manuals to reflect current practices and policies.
- Assist with preparation and logistics for public programs, education sessions, and special events.
- Provide general administrative support across departments, including filing, data entry, and document preparation.
- Support internal communications by distributing notices, updates, and schedules to relevant staff and volunteers.
- Assist with onboarding new staff or volunteers by preparing welcome materials and orientation resources.
- Monitor and report on administrative systems and suggest improvements to enhance efficiency and service delivery.
