Visitor Experience Manager

JR United Kingdom; Brighton; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading heritage location is seeking a Visitor Experience Manager to oversee the visitor experience team in Waddesdon, Aylesbury. The successful candidate will lead operational management and people management functions while ensuring exceptional service and engaging experiences for visitors. The role demands strong leadership skills, operational acumen, and a passion for heritage.

Qualifications

• At least three years of operational management experience in a heritage or museum setting.
• Proven ability to lead and motivate teams to deliver exceptional service.
• Excellent communication skills for managing staff and volunteers.

Responsibilities

• Oversee visitor experience to ensure high-quality service.
• Line manage and support the development of the Assistant Visitor Manager.
• Develop accessible and revenue-generating engagement programmes.

Skills

Operational Management

Team Leadership

Visitor Engagement

Communication

Problem-solving

Training and Development

Accessibility Improvement

Job description

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A leading heritage location is looking for a dedicated Visitor Experience Manager to be based in Waddesdon, Aylesbury.

In this exciting and dynamic role, you will lead and inspire the visitor experience team to deliver exceptional service and create memorable experiences. Some of your key responsibilities include:

Operational Management:

• Oversee visitor experience and ensure high-quality service.
• Support Assistant Visitor Manager (AVEM) with presentation standards and operational compliance.
• Develop staffing plans aligned with budget and needs.
• Resolve visitor feedback and complaints efficiently.
• Implement best practices and industry benchmarks.
• Manage daily delivery of tours and walks, ensuring quality.
• Coordinate resources and spaces across teams.
• Lead and support guides and volunteers.
• Develop accessible and revenue-generating engagement programmes.
• Tailor tours to visitor and group preferences.

People Management:

• Line manage AVEM and support their development.
• Lead, motivate, and coach staff and volunteers.
• Recruit and train teams to engage with the house and its history.
• Conduct visitor care training and provide ongoing development.
• Enhance the volunteering programme.

Our ideal candidate has at least three years of operational management experience, ideally within a heritage or museum setting. You know how to motivate and lead teams to deliver exceptional service, and you excel in engaging with visitors to create inspiring experiences. Your excellent communication skills allow you to manage both staff and volunteers effectively, ensuring the highest standards of visitor care. Additionally, you’re proactive, with a keen eye for improving operations and enhancing accessibility, all while ensuring a seamless, high-quality service.