Visitor Services Manager

The successful candidate will be an inspirational team leader who leads by example and is passionate about delivering an outstanding visitor experience.

DUTIES AND RESPONSIBILITIES

1) To lead, motivate, appraise and line manage the Visitor Services Team including volunteers.

2) To ensure the Visitor Services Team offers a warm and friendly welcome and consistently engages with all visitors to the museum. To monitor feedback, resolve visitor complaints and respond to enquiries efficiently and professionally.

3) To manage the daily operation of admissions, retail and front of house services. To include developing rotas to ensure appropriate staffing levels.
4) To ensure that the museum is always well presented with everything in good working order, reporting any issues promptly to the relevant department. Take responsibility
for the security of the site including assisting members of the public to leave the building in the event of an emergency.

5) To manage Museum’s CRM system, support membership growth and identify and develop opportunities to increase visitor and commercial income. Work collaboratively with the Marketing, Retail and Events teams to maximise the success
of campaigns, events, promotions and other income generating initiatives.
6) To produce and circulate regular performance reports on visitor numbers, income,
membership and visitor satisfaction. Monitor agreed KPIs and ensure operational
procedures are updated and consistently followed.
7) To carry out any other reasonable duties as requested.