Visitor Experience Manager

  • Contract
  • London

Twist Museum London Limited


Job Summary

The Visitor Experience Manager will play a key role in ensuring outstanding customer experiences and fostering a motivated, high-performing team of Visitor Experience Assistants.

Job Description

The Visitor Experience Manager leads the front-of-house team to deliver outstanding, warm, and engaging visitor experiences at every stage of the guest journey. Acting as the main point of contact for visitor feedback, access needs, and complex situations, the role ensures a smooth, welcoming, and memorable experience for all guests.

This is a hands-on leadership role combining team management, operations, and guest engagement. You will recruit, train, and support Visitor Experience Assistants, foster a positive and inclusive team culture, and ensure high service standards are consistently met. You will oversee visitor flow, support events and special experiences, and step into frontline duties when needed.

You will also play a key role in operational excellence, ensuring health and safety compliance, supporting retail performance, managing staffing rotas, and contributing to reporting and business improvements. Working closely with the General Manager, you will help shape systems, processes, and experiences as the museum continues to evolve.

The role is part-time, 27 or 36 hours per week.
We welcome all candidates to apply by 31st January 2026.

Job Requirements

Experience

  • Proven experience delivering excellent customer service in leisure, hospitality, retail, or cultural environments
  • Experience leading and motivating teams
  • Familiarity with EPOS and cash handling
  • Events or visitor programming experience desirable

Skills & Competencies

  • Excellent communication and interpersonal skills
  • Strong leadership and people management abilities
  • Highly organised with strong time management
  • Confident problem-solver with conflict resolution skills
  • Comfortable using Microsoft Office and learning new systems

Attributes

  • Passionate about visitor experience and service excellence
  • Positive, proactive, and adaptable
  • Flexible to work weekends, evenings, and holidays
  • Committed to inclusive, safe, and welcoming environments

Job Overview

  • Job Title: Visitor Experience Manager
  • Salary: £25k-£30k
    (pro-rata)
  • Hours:
    Part time
  • Artform: Museums
  • Role: Customer Service
  • Contract: Permanent
  • Closing date: Sat, 31 Jan 2026

  • Location:

    London

    | view on Google Maps

Job: Visitor Experience Manager

Job: Visitor Experience Manager

Organisation: Twist Museum London Limited

Postcode: W1C 1DH

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