Head of Visitor Experience & Multi-site Operations

National Trust; Telford; On-site; GBP 52,000 - 64,000; Full time

Benefits offered by this job

Substantial pension up to 10% basic

Free entry to National Trust places

Season ticket loan

EV car lease scheme

Flexible working whenever possible

Employee assistance programme

Free parking at most Trust places

Job summary

The National Trust in the United Kingdom is seeking an experienced Visitor Operations & Experience Manager to lead across the Ironbridge Gorge Museums portfolio. You will develop teams, shape operational strategy and ensure exceptional visitor experiences while balancing conservation and commercial goals.

Reporting to the Project Director, you will drive a sustainable operating model for phased openings through 2027 and beyond, while championing inclusion and building strong relationships with

Qualifications

• Inclusive and inspiring leader with experience developing teams and volunteers.
• Experienced in visitor operations within a complex, customer-focused environment.
• Strategic thinker balancing operational delivery with long-term planning.
• Skilled at building effective relationships with colleagues, partners and stakeholders.
• Passionate about creating welcoming experiences for diverse audiences.
• A confident decision-maker who remains calm and focused in a fast-paced environment.
• Creative, collaborative and committed to delivering innovative visitor experiences.

Responsibilities

• Lead, coach and develop Visitor Experience and Operations Managers and their teams.
• Drive high standards in visitor welcome, programming, events and operational delivery.
• Lead the development and implementation of a sustainable operating model that supports phased reopening through 2027 and beyond.
• Work with partners and stakeholders to create engaging experiences that bring Ironbridge's stories to life.
• Support income growth through admissions, events and membership.
• Champion inclusion and help remove barriers to participation for underrepresented audiences.
• Act as a key operational deputy to the Project Director, providing leadership across the portfolio and contributing to portfolio-wide decision making.
• Ensure operational plans, budgets, systems and processes support both current operations and future ambitions.

Skills

Inclusive leadership

Visitor operations

Strategic thinker

Relationship building

Diverse audiences

Decisive under pressure

Creative collaboration

Job description

The National Trust in the United Kingdom is seeking an experienced Visitor Operations & Experience Manager to lead across the Ironbridge Gorge Museums portfolio. You will develop teams, shape operational strategy and ensure exceptional visitor experiences while balancing conservation and commercial goals.

Reporting to the Project Director, you will drive a sustainable operating model for phased openings through 2027 and beyond, while championing inclusion and building strong relationships with