Visitor Experience Manager - Operations

Lightroom KX Limited; Greater London; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

Lightroom is seeking a Duty Manager to lead the Visitor Experience team at our London venue. You will drive guest satisfaction, manage daily operations, and collaborate with all departments to deliver outstanding shows and events.

You will oversee rosters, handle incidents, and ensure safety and security while maintaining presentation standards across the 7-day operation. This role requires flexibility for evenings and weekends.

Qualifications

• Proven leadership experience in managing a service/venue team.
• Strong communication and collaboration across departments.
• Ability to drive operational excellence and safety.
• Commitment to delivering high-quality visitor experiences.
• Flexibility to work weekends and evenings.

Responsibilities

• Drive commercial revenue through ticketing, retail and bar while maintaining efficiency.
• Enhance visitor experience with seamless, high-quality service.
• Cross-department collaboration to meet business goals.
• Operational excellence across daily operations, compliance and presentation.
• Lead and coach a high-performing Visitor Experience team.
• Roster and staffing across 7 days to ensure appropriate levels.
• Monitor attendance, sickness and performance and address issues promptly.
• Ensure safety, security and incident response including emergencies.
• Oversee Bar & Events and Retail operations and drive upsell opportunities.
• Manage the customer journey from booking to show and ensure smooth ticketing.

Skills

Leadership

Customer Service

Team Management

Operations

Communication

Job description

Hours: 40 hours average working week over 5 days Monday – Sunday. There is no overtime agreement as part of this contract, but TOIL will be given for hours worked beyond this. Regular weekend and evening work is required.

Reports to: Head of Visitor Experience

ABOUT LIGHTROOM

Lightroom is a new storytelling medium for the world’s greatest creative minds. Our approach allows creative work of all disciplines to be seen in a new light: offering artists and performers a new way to tell their stories; and audiences a new way to engage with creative work, whether they are a lifelong fan or discovering something for the very first time. Through groundbreaking collaborations with leading artistic talents across art, music, film, fashion, science, and more, Lightroom is establishing itself as a new home for London’s cultural audiences.

Lightroom’s critically acclaimed shows released to date include: David Hockney: Bigger & Closer; The Moonwalkers: A Journey with Tom Hanks; Vogue: Inventing the Runway; and Prehistoric Planet: Discovering Dinosaurs. Our latest show, David Bowie: You’re Not Alone, transports visitors inside the many worlds of David Bowie. Through combining iconic performances, rarely‑seen interviews and never‑before‑exhibited material, the show celebrates Bowie’s creative mind, spirit and soul – resulting in both a multimedia spectacle and an intimate and revealing self‑portrait.

Lightroom’s flagship venue is based in London King’s Cross, situated next to Coal Drop’s Yard. Our shows have also played in 11 cities worldwide. Outside of London, Lightroom’s shows have played in France, Germany, Amsterdam, South Korea, China, Singapore and the United States.

KEY AREAS OF RESPONSIBILITY

• Drive Commercial Success – Maximise revenue opportunities through ticketing, retail, and bar while optimising operational efficiency.
• Enhance Visitor Experience – Ensure every guest is “illuminated at every moment” by delivering seamless, high-quality service.
• Cross-Department Collaboration – Work closely with all operational departments to align on business goals and visitor engagement.
• Operational Excellence – Oversee daily operations, ensuring smooth logistics, compliance, and high standards of presentation.
• Team Leadership & Development – Lead, inspire, and coach a high‑performing team to deliver exceptional experiences.

Administration

• Roster the Visitor Experience teams to ensure appropriate levels of staffing across the 7 day operation
• Audit RotaCloud regularly ensuring that information is kept up to date
• Track and address unauthorised absences, sickness and poor performance.
• Manage all areas of Rotacloud including timesheets, shift swaps and holiday approvals
• Review and refine operational procedures
• Work closely with the Head of Visitor Experience on continuous improvement to develop the Visitor Experience

Duty Management

• Duty Manage the venue regularly
• Lead and motivate the team to deliver an exceptional visitor experience for all
• Ensure all staff are welcoming, knowledgeable, professional, responsible and commercially focussed
• Act as the lead during any building critical incidents; Accidents, Incidents, Evacuation, Invacuation – ensuring best practice is followed at all times
• Ensure the venue is clean, tidy and maintained at all times, ensuring a welcoming environment for our visitors
• Ensure equipment across all operational areas is working and report any issues

Access

• Give tailored support to access customers determined by their needs and how they want to journey through the experience
• Ensure all areas of the access operation are fit for purpose and compliant with Lightroom policies and expectations

Bar & Events

• Ensure all food and beverage areas are prepared for set up in advance of each shift and in accordance with relevant standards of procedure
• Drive sales through providing exceptional customer service, identifying upsell opportunities, and lead the operational change over from day to night
• Work with the Bar & Events Manager to deliver exceptional private hires and events

Door

• Ensuring the safety and security of the public within the building, including bag checks with a 100% penetration rate
• Staying vigilant and being aware of suspicious activity and reporting such activity to managers immediately.
• Immediate response to any and all emergency situations as the Duty Manager to restore order, safety and security to the venue

Retail

• Work with the Retail Manager in managing day-to-day sales and understand all areas of the Retail offering and operation.
• Drive sales through providing exceptional customer service, identifying upsell opportunities, and motivating the sales team
• Monitoring adherence to processes and procedures to reduce stock loss

Ticketing

• Ensure that the customer journey from booking in to the show space and beyond is as smooth as possible
• Have exceptional knowledge of Spektrix in order to assist the team and customers, and troubleshoot any issues that may arise on shift

Person Specification

• Leading by Example – Ability to set a positive tone for the team and ensuring an exceptional visitor experience.
• Strive for Operational Excellence – A proactive person in upholding operational standards, from health & safety checks to Visitor interactions, regardless of contracted area. Take ownership of your area and ensure everything runs smoothly.
• Nurturing & Coaching – Confident to provide guidance, offer constructive feedback, and ensure a positive and motivating work environment every day with a proven track record of key performance management skills
• Professionalism – Ability to retain composure and leadership. Regardless of how busy or pressured a shift becomes, professionalism must be maintained, both with visitors and within the team.
• Confidentiality & Discretion – The proven ability to uphold complete discretion in handling any operational or staffing matters.
• Communication & Accountability – A clear communicator across various departments, whilst keeping in line with our company ethos and aims.

We are an equal opportunities employer and value diversity. We encourage applicants from different backgrounds and different experiences.