Director of Audiences & Visitor Experience

The role will provide strategic leadership for the Marketing & Communication, Sales, Hospitality & Events departments and oversee the work of the Head of Marketing, Head of Commercial, Hospitality & Events, Box Office & Membership Manager, Visitor Experience Manager, and CRM & Audience Data Manager.

The role will set and monitor all budgets and targets for Marketing, Box Office and Hospitality & Events, ensuring organisational processes and controls are adhered to and accurate financial information is delivered in a timely manner. They will oversee the creation and delivery of all marketing and communication campaigns at RET, ensuring RET’s brand positioning and key messaging remain positive and industry leading. They will lead the development of RET’s CRM system, maximise business intelligence available to all teams, and ensure system usage is optimised. They will lead in developing RET’s digital strategies, and oversee the management of the Box Office team, ensuring first class operations are delivered.

The role will lead the RET’s Visitor Experience teams, nurturing a culture of cross-team working and excellent communications. In partnership with the Visitor Experience Manager, they will ensure exceptional customer service is delivered at all times and all front facing teams are knowledgeable, helpful and welcoming. The role will oversee training programmes to ensure all core and casual teams are working in accordance with company procedures, legislation and industry best practice.

In partnership with the Head of Commercial, Hospitality & Events the role will develop and drive RET’s food and beverage operation to ensure we are seen as a destination venue for food and drink within the City. They will make sure all members of the Hospitality team deliver first class operations and customer service. Together with the Head of Commercial, they will actively seek new business opportunities to deliver additional income strands for RET.