Guest Experience Manager

Paradox Museum London; City of Westminster; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading edutainment brand in the United Kingdom is seeking a Guest Experience Manager to oversee a team, manage gift shop operations, and ensure exceptional customer experiences. The ideal candidate will have a minimum of two years in a leadership role within a high-volume customer service environment. Responsibilities include coaching staff, managing retail standards, and ensuring safety protocols. This full-time role offers a competitive salary of £30,000 – £35,000 annually.

Qualifications

• Minimum two years’ experience in team leadership within Customer Service, Leisure, Tourism or Hospitality.
• Experience in creating and communicating staff rotas, training, and performance review.
• Supervisory experience with Box Office/POS.

Responsibilities

• Manage a team of 15–20 staff to foster culture and support.
• Oversee smooth operations of the gift shop and supervise five staff.
• Ensure exceptional customer service and meet retail KPIs.

Skills

Team leadership

Customer service

Communication

Organizational skills

Time-management

Tools

Box Office/POS systems

Job description

Team Management

Managing a team of approximately 15–20, the Guest Experience Manager will foster a supportive and unified staff culture.

• Completing and communicating staff rotas.
• Coaching and training staff.
• Conducting probation and performance reviews.
• Carrying out basic fact‑finding exercises.

Gift Shop & Retail Operations

The GXM is responsible for the smooth operation of the museum’s gift shop, supervising a team of five shop staff.

• Ensuring exceptional customer service.
• Overseeing merchandising standards.
• Managing retail POS procedures.
• Monitoring stock levels and coordinating replenishment.
• Creating and communicating shop staff rotas.
• Supporting training and development.
• Leading performance reviews.
• Ensuring sales targets and retail KPIs are met.
• Collaborating with the Operations Manager on product launches, visual merchandising and promotional activity.

Guest Experience

Delivering outstanding guest experiences sets Paradox Museum apart.

• Managing the flow through the museum.
• Handling time‑slot management.
• Answering guest questions.
• Acting as the first point of escalation.
• Mastery of the ticketing system and retail POS.

Facilities and Operations

• Managing all operational elements to ensure a safe environment for staff and guests.
• Key holding, acting as first aider and fire warden.
• Performing daily reconciliation banking tasks.
• Troubleshooting IT and maintenance issues.
• Liaising with cleaning and maintenance contractors.
• Completing regular facility reports.

Minimum Requirements

• Minimum two years’ team leadership experience within a high‑volume Customer Service, Leisure, Tourism, or Hospitality environment.
• Experience in rota creation and communication, staff training, and performance review.
• Supervisory level experience with Box Office/POS.
• Experience in managing labour budget and delivering targeted KPIs.
• First aid, fire marshal and personal licence certificate holder (desirable).

Personal Attributes

• Outstanding organisational and time‑management skills.
• Excellent communication and presentation skills.
• Fluency in English (verbal and written); additional languages desirable.
• Ability to thrive in a fast‑paced environment.
• Enthusiastic about change and capable of driving the business forward.

Experience & Details

Experience: Required

Languages: English – Advanced

Employment: Full‑time

Salary: £30,000 – £35,000 yearly

About Paradox Museum London

The fastest growing brand in the edutainment industry we are looking for outgoing, energetic, fun‑loving people whose main objective is to bring joy and entertainment to our guest.