Visitor Experience Manager

JR United Kingdom; Watford; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading heritage location seeks a Visitor Experience Manager in Watford to inspire and lead a team dedicated to delivering exceptional visitor service. The role involves operational management, team leadership, and creating engaging experiences, requiring at least three years of experience in a similar setting.

Qualifications

• At least three years of operational management experience.
• Experience in a heritage or museum setting preferred.
• Strong leadership skills to motivate teams.

Responsibilities

• Oversee visitor experience and ensure high-quality service.
• Manage assistant visitor manager and develop staffing plans.
• Conduct visitor care training and enhance volunteering programmes.

Skills

Operational management

Team motivation

Visitor engagement

Communication

Problem-solving

Job description

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Visitor Experience Manager, Watford, Hertfordshire

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Client:

Location:

Watford, Hertfordshire, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

4

Posted:

31.05.2025

Expiry Date:

15.07.2025

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Job Description:

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

In this dynamic role, you will lead and inspire the visitor experience team to deliver exceptional service and create memorable experiences. 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 industry best practices and benchmarks.
• Manage daily 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, preferably 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 enable you to manage staff and volunteers effectively, ensuring high standards of visitor care. You are proactive, with a keen eye for operational improvements and accessibility enhancements, all while ensuring seamless, high-quality service.