MUSEUM OF ICE CREAM

Marketing

• Develop and own MOIC's lifecycle marketing strategy across the entire customer journey, through retention and re-engagement.
• Design programs that increase repeat visitation, customer lifetime value, and overall guest engagement.
• Identify key customer behaviors, opportunities, and lifecycle moments that drive meaningful business outcomes.
• Establish audience segmentation frameworks based on guest behavior, purchase history, geography, visitation frequency, and engagement patterns.
• Evaluate, select, and implement lifecycle marketing and CRM technology platforms.
• Lead the implementation and optimization of tools such as Braze, Iterable, Salesforce Marketing Cloud, HubSpot, Klaviyo, or similar platforms.
• Partner with internal stakeholders to ensure customer data is structured and accessible for lifecycle initiatives.
• Build scalable systems and processes that support long-term lifecycle growth.
• Design and launch automated lifecycle programs across multiple channels.
• Create personalized customer journeys that improve engagement and conversion rates.
• Develop testing frameworks to continuously improve messaging, targeting, timing, and performance.
• Establish lifecycle marketing reporting, KPIs, and attribution models.
• Analyze customer behavior and campaign performance to identify growth opportunities.
• Measure and report on retention, repeat visitation, customer lifetime value, engagement, and revenue impact.
• Translate insights into actionable recommendations for leadership and cross-functional partners.
• Partner closely with Marketing, Product, and Operations, teams to align lifecycle initiatives with broader business objectives.
• Influence customer experience strategy through data-driven insights and customer behavior trends.
• Serve as the internal subject matter expert on lifecycle marketing, CRM strategy, retention, and customer growth.

Lifecycle Marketing Lead

Operations

• Museum of Ice Cream is looking for a Director of Operations, New Museum Openings to lead how we bring new locations to life — from the moment a lease is signed, through design and build, into opening day and stabilization.
• This is a hands-on operator role with strong systems orientation. You bring multi-site openings experience and a working knowledge of design, construction, and development, and you partner with those teams from the earliest planning stages to ensure operational considerations are reflected in the build.
• You own the opening playbook end to end — readiness, training, SOPs, soft launch, and go-live — and you hand off cleanly to our Regional Directors of Operations, who carry the business forward into steady-state operations.
• At your core, you love what this work is for. You believe in play, in human connection, and in hospitality as a craft. You understand that what we build is not just a space — it is the stage for joy, wonder, and connection to show up every day.
• You take pride in handing over a new museum that is ready on day one — staffed, trained, stocked, safe, and operationally sound — and in turning every lesson learned into a stronger playbook for the next opening.
• You are equally passionate about systems, processes, and training, and you lead through ambiguity, pressure, and the complexity of an opening period with calm and focus.
• You will lead the full opening lifecycle of every new MOIC location — from design-phase partnership through pre-opening readiness, into soft launch, go-live, and stabilization. You will align Development, Design, Construction, Facilities, Supply Chain, People, Training, Marketing, Ticketing, and Finance to deliver openings that are on time, on brand, and operationally ready.
• You will build and evolve the playbook that makes each opening better than the last and hand each new location off cleanly to the Regional Director of Operations who will carry the business forward.

Director of Operations – New Museum Openings

Human Resources

• Partner directly with Operations leaders to identify people risks, talent gaps, staffing needs, manager capability issues, and organizational opportunities
• Translate business goals into clear people plans that support retention, engagement, performance, labor, guest experience, and growth
• Serve as a trusted advisor to site leaders during moments of complexity, urgency, or change
• Help leaders move from reactive people management to proactive workforce planning
• Bring a business-first and people-centered lens to decision-making
• Support workforce planning across sites, including role mix, staffing models, labor needs, leadership coverage, and opening readiness
• Partner with Operations on hourly workforce needs, site-level structure, manager capability, and scalable operating practices
• Identify gaps in how the business is staffed, scheduled, supported, and managed
• Build tools, templates, workflows, and operating rhythms that improve consistency across locations
• Help connect people strategy to operational outcomes, including labor, retention, performance, and guest experience
• Provide oversight and guidance on employee relations matters, investigations, corrective action, performance concerns, terminations, and manager coaching
• Ensure employee relations work is handled with fairness, consistency, documentation, urgency, and care
• Coach managers through difficult conversations, accountability issues, and performance concerns
• Identify ER trends and recommend process, training, or leadership interventions
• Partner with HR Ops and legal when matters require escalation
• Help build stronger manager capability across the business
• Support compensation work, including market-based pay structures, job leveling, bonus frameworks, role clarity, and job architecture
• Partner on performance review strategy, calibration, manager education, and follow-through
• Help connect performance, expectations, role clarity, and compensation decisions
• Support organizational planning as the business scales into new markets and operating models
• Use people data, business context, and operational trends to inform recommendations
• Help build the operating system for the People function across tools, workflows, data, and processes
• Identify manual, duplicative, or broken People Team workflows and redesign them for scale
• Partner across HR Ops, TA, L&D, Operations, and cross-functional teams to improve how systems connect and support the employee lifecycle
• Lead AI workflow opportunities across People processes, including onboarding, employee relations tracking, performance management, reporting, documentation, and manager enablement
• Translate People Team needs into system requirements, dashboards, automation opportunities, and process improvements
• Partner with internal or external technical resources to scope integrations, workflow tools, and automation needs
• Ensure AI and automation are used responsibly, with appropriate review, privacy, compliance, and human oversight
• Help move the People Team from manual execution to system-led operating discipline
• Lead cross-functional People projects from planning through execution
• Create clear project plans, timelines, owners, deliverables, risks, and follow-up structures
• Bring structure to ambiguous work without overcomplicating it
• Hold stakeholders accountable while maintaining strong relationships
• Move quickly, ask better questions, and push work forward with speed and agility
• Build scalable solutions instead of one-off fixes
• Manage, coach, and develop at least one direct report within the People function
• Set clear expectations, priorities, timelines, and success measures
• Delegate thoughtfully while maintaining accountability for quality and outcomes
• Create visibility, structure, and follow-through across the direct report’s body of work
• Provide regular feedback, coaching, and development support
• Build confidence and capability in their direct report instead of becoming the bottleneck
• Model strong People leadership through clarity, consistency, urgency, and care

Lifecycle Marketing Lead

Director of Operations – New Museum Openings

Senior Human Resources Business Partner