Job Description

Position Overview:

The General Manager (GM) serves as the senior leader of the museum experience and is responsible for overseeing all aspects of operations, visitor experience, revenue generation, and strategic growth. As the museum is currently in the design and construction phase , the GM will be critical in driving operational development, pre-opening activities, and all necessary preparations to ensure a successful launch and sustained long-term success.

This role requires a dynamic leader who can balance strategic planning, operational execution, and team development , working closely with the project stakeholders to bring the museum to life and establish it as a premier cultural and entertainment destination in Nashville.

Key Responsibilities:

Pre-Opening Operations & Development

• Lead the development of all operational plans, policies, and procedures in preparation for opening.
• Oversee pre-opening budget planning, ensuring all resources are allocated effectively for hiring, training, marketing, and facility readiness.
• Partner with architects, designers, and contractors to meet operational needs in the final construction and fit-out phases.
• Develop and execute a recruitment and training plan for all museum departments, ensuring staff are well-prepared for opening day.
• Create and implement guest experience standards, ticketing systems, security protocols, and emergency response plans.
• Establish vendor relationships for services, including retail, food and beverage (if applicable), and facility maintenance.
• Work collaboratively with marketing to create and launch a pre-opening awareness campaign and membership drive.
• Develop operational testing and soft-opening strategies to refine guest experience before full launch.

Strategic Leadership & Organizational Oversight

• Develop and execute a long-term business and operational strategy to ensure financial sustainability and guest satisfaction.
• Build a high-performing leadership team across operations, retail and guest services.
• Establish performance goals and key indicators (KPIs) to measure operational success and visitor engagement.
• Serve as the primary liaison to the Key Stakeholders, providing updates on museum development, performance, and strategic direction.

Financial & Business Management

• Oversee the development and execution of the museum's revenue strategy , including admissions, membership programs, retail, and event rentals.
• Manage budgets across all operational areas, ensuring efficient cost control while maintaining a high-quality visitor experience.
• Identify and secure funding opportunities, including grants, sponsorships, and philanthropic partnerships.

Operations & Guest Experience

• Ensure seamless day-to-day museum operations post-opening, including guest services, security, and facilities management.
• Work closely with the museum leadership to implement best practices in visitor engagement and operational efficiency.
• Utilize visitor data and feedback to improve the museum experience continuously.
• Innovate and implement digital and interactive engagement strategies to enhance the self-guided experience.

Retail Strategy & End-to-End Management

• Provide strategic oversight and direction for the museum's retail business, including two permanent retail stores and a flex space for seasonal, group, or event-driven retail opportunities.
• Ensure operational excellence in, inventory management, visual merchandising, staffing, and sales performance.
• Collaborate with the retail leadership and support team to establish a compelling and profitable product assortment aligned with the museum's brand and mission.
• Define financial targets and KPIs for the retail operation and implement systems to track sales, margins, and inventory turns.
• Ensure guest service excellence within the retail experience and maintain a focus on staff training, upselling, and brand storytelling.
• Lead efforts to innovate across both in-store and future e-commerce opportunities.

Marketing, Community Engagement & Public Relations

• Represent the museum as its public face, building strong relationships with media, corporate partners, and community stakeholders.
• Collaborate with the marketing team to drive visitor attendance and engagement.
• Develop partnerships with local organizations, schools, and tourism boards to expand outreach and education programs.

People & Culture Leadership

• Foster a collaborative, guest-focused, and mission-driven workplace culture.
• Recruit, train, and develop top talent across all departments, ensuring the museum operates with a strong and dedicated team.

Qualifications & Skills:

• Education: Bachelor's degree in Business Administration, Museum Studies, Hospitality Management, or a related field (Master's degree preferred).
• Experience: 7+ years in a senior leadership role within a museum, cultural attraction, hospitality, or entertainment industry, including experience in opening or launching a new operation.
• Operations Development: Proven track record of leading pre-opening operations, including hiring, policy creation, and facility planning .
• Retail Expertise: Demonstrated success leading a multi-location or destination retail operation , including merchandise planning, financial performance, inventory control, visual merchandising, team development, and guest service.
• Strategic Leadership: Experience developing and executing business strategies in a fast-paced, high-traffic environment.
• Financial Acumen: Strong understanding of budgeting, revenue streams, and cost management.
• Guest Experience Focus: Passion for delivering exceptional visitor experiences and operational excellence.
• Business Development: Experience growing revenue through admissions, retail, memberships, events, and sponsorships.
• Marketing & Public Relations: Ability to serve as the face of the museum, building relationships with media, donors, and community leaders.
• Communication & Influence: Skilled at representing the organization to a wide range of internal and external stakeholders.

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