Visitor Experience Manager
Associate Director – Operations & Services
Fixed term until March 2024 (with potential for renewal)
40 hours per week scheduled Sunday – Saturday.
£36 - 38,000 pa (depending on experience)
§ Accountable for the development of the Visitor Experience in line with the company’s vision and objectives.
§ Responsible for the delivery of visitor satisfaction, helpfulness, and customer service in line with the aims, objectives, and values of the business achieved through a strong, visible presence on the public Floors.
§ Deliver the visitor experience strategy and plan that outlines and defines the way the compny engages its audiences including families, young people, international/multi-lingual groups, and access. Delivering on key KPIs including Visitor Surveys and Visitor Stories.
§ Manage the visitor experience budget, including setting the budget, providing accurate, timely and up-to date forecasts of spend to Finance and ensuring effective budget management processes are in place in line with financial procedures.
§ Lead and collaborate in multi-disciplinary and cross functional Project teams to deliver specific projects and programmes of activities, bringing together the skills and experience needed to deliver a wide range of shared initiatives and objectives.
§ Work with the Duty Managers to organise Volunteer support throughout other departments of the company.
§ Ensure all staff are fully briefed as to the day’s activities and that staff have access to all current information and leaflets.
§ Work in line with department- specific KPIs and work with the Duty Managers to maximise Visitor Survey numbers.
§ To receive oral complaints and special requests from visitors. Demonstrate ability to react positively to visitor feedback and to manage conflict effectively.
§ Act as a liaison and supervisory presence in the successful delivery of operational requirements for special events relating to venue hire events.
§ A bachelor’s degree from an accredited college or university in a relevant area, or equivalent experience.
§ Other relevant training, licences and certification are advantageous, such as DBS, IOSHH, SIA, etc.
§ First Aid training beneficial.
§ Public-facing visitor services and delivering exceptional visitor experience.
§ Health & Safety and security procedures.
§ Some financial awareness, including budget management and procurement.
§ High level of proficiency in MS Office suite / other software systems beneficial.
§ Managerial experience in visitor services at a comparable high-profile, public-facing organization.
§ Working as a Duty manager and liaising with safety and security teams.
§ Exposure to relevant sector preferred (Museum, Gallery, Arts, NFP, Visitor Attraction, Heritage Destination or Tourism Development).An understanding of Japanese culture and history would a strong advantage.