Visitor Experience Manager

Job title: Visitor Experience Manager
Contract type: Contract
Location: London
Salary: up to £25K
Start date: 22 Apr 2021
Job Reference: 11298
Contact details: Emika Yamauchi
Contact email:
Contact-phone: +44 (0) 20 7489 2990
Job published: 15 days ago

Job Title                     

Visitor Experience Manager


Reports to                  

Associate Director – Operations & Services



Fixed term until March 2024 (with potential for renewal)



 Central London


Start date




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.