Visitor Experience Manager

JR United Kingdom; Stoke-on-Trent; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading heritage location seeks a Visitor Experience Manager to lead a dynamic team, ensuring exceptional service and memorable experiences. This role includes operational and people management, requiring candidates with substantial experience in engaging and inspiring teams to elevate visitor interactions and satisfaction.

Qualifications

• At least 3 years of operational management experience, preferably in a heritage or museum context.
• Proven capability in motivating teams and delivering exceptional visitor experiences.
• Strong communication skills to manage staff and engage effectively with visitors.

Responsibilities

• Oversee visitor experience and ensure high-quality service.
• Lead, motivate, and coach visitor experience teams and volunteers.
• Manage feedback and implement improvements to enhance operations.

Skills

Operational Management

Team Leadership

Communication

Job description

Visitor Experience Manager, Stoke-on-Trent

Client:

Location:

Stoke-on-Trent, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

4

Posted:

31.05.2025

Expiry Date:

15.07.2025

Job Description:

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.