Visitor Experience Manager

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

Job summary

Une entreprise leader dans la gestion de sites patrimoniaux recherche un Gestionnaire de l'Expérience Visiteur basé à Waddesdon, Aylesbury. Ce rôle dynamique implique de gérer une équipe dédiée pour offrir des services exceptionnels et créer des expériences mémorables pour les visiteurs. Le candidat idéal aura au moins trois ans d'expérience dans un cadre similaire et saura améliorer les opérations tout en garantissant une qualité de service irréprochable.

Qualifications

• Minimum de 3 ans d'expérience en gestion opérationnelle, idéalement dans un cadre patrimonial.
• Compétences excellentes en communication et leadership.
• Proactif dans l'amélioration des opérations et accessibilité.

Responsibilities

• Surveiller l'expérience des visiteurs et assurer un service de haute qualité.
• Gérer et former le personnel et les bénévoles pour garantir les normes les plus élevées.
• Mettre en œuvre des programmes d'engagement et de revenus.

Skills

Operational Management

People Management

Communication

Team Leadership

Customer Service

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.