Visitor Experience Manager

JR United Kingdom; Cheltenham; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading heritage location seeks a dedicated Visitor Experience Manager to inspire the visitor experience team and deliver exceptional service. This role involves operational and people management, ensuring high-quality visitor care, and enhancing engagement programs while providing leadership to staff and volunteers.

Qualifications

• At least three years of operational management experience in a heritage or museum setting.
• Ability to motivate and lead teams effectively.
• Proactive approach towards enhancing visitor experience and accessibility.

Responsibilities

• Oversee visitor experience and ensure high-quality service.
• Line manage AVEM and support their development.
• Implement best practices and manage visitor feedback.

Skills

Operational Management

Team Leadership

Visitor Engagement

Exceptional Communication

Operational 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.