visitor experience and operations manager

*The complete job description/person specification is available to download from our careers portal vacancy listing.

People management & leadership

• Lead, inspire and develop the team of managers, assistants and volunteers in delivering exceptional standards of welcome, service and sales skills.
• Ensure the Deputy Visitor Experience Manager and Ticketing and Insight Manager are fully skilled and supported in their roles and in the wider performance management, individual coaching and skills development of their teams

Resource management

• Responsible for planning duty management rotas in line with budget and relevant museum activity.
• Ensure effective staff planning and deployment to maintain optimal cover across all visitor touchpoints, balancing operational needs, wellbeing, and budget efficiency.

Experience management

• Model the behaviours and standards expected of all members of the team and ensure management processes are in place to deliver these.
• Ensure feedback is proactively collated, responded to, addressed at relevant forums and that actions are agreed, prioritised and followed through.

Operations

• Regularly review the duty management procedures and seek to improve efficiency, safety and visitor experience standards.
• Attend exhibition and event project management, forward planning and evaluation meetings. To be the visitor champion at these meetings and ensure that visitor expectations and needs are discussed and met.

Special demands of the role:

The museum is a seven-day operation and regularly hosts events outside the core hours. Flexibility to work and travel at weekends, on public holidays and before/after core public hours is therefore essential.