Visitor Operations & Experience Manager (ironbridge)

National Trust; Telford; On-site; GBP 52,000 - 64,000; Full time

Benefits offered by this job

Substantial pension up to 10% basic

Free entry to National Trust places

Season ticket loan

EV car lease scheme

Flexible working whenever possible

Employee assistance programme

Free parking at most Trust places

Job summary

The National Trust in the United Kingdom is seeking an experienced Visitor Operations & Experience Manager to lead across the Ironbridge Gorge Museums portfolio. You will develop teams, shape operational strategy and ensure exceptional visitor experiences while balancing conservation and commercial goals.

Reporting to the Project Director, you will drive a sustainable operating model for phased openings through 2027 and beyond, while championing inclusion and building strong relationships with

Qualifications

• Inclusive and inspiring leader with experience developing teams and volunteers.
• Experienced in visitor operations within a complex, customer-focused environment.
• Strategic thinker balancing operational delivery with long-term planning.
• Skilled at building effective relationships with colleagues, partners and stakeholders.
• Passionate about creating welcoming experiences for diverse audiences.
• A confident decision-maker who remains calm and focused in a fast-paced environment.
• Creative, collaborative and committed to delivering innovative visitor experiences.

Responsibilities

• Lead, coach and develop Visitor Experience and Operations Managers and their teams.
• Drive high standards in visitor welcome, programming, events and operational delivery.
• Lead the development and implementation of a sustainable operating model that supports phased reopening through 2027 and beyond.
• Work with partners and stakeholders to create engaging experiences that bring Ironbridge's stories to life.
• Support income growth through admissions, events and membership.
• Champion inclusion and help remove barriers to participation for underrepresented audiences.
• Act as a key operational deputy to the Project Director, providing leadership across the portfolio and contributing to portfolio-wide decision making.
• Ensure operational plans, budgets, systems and processes support both current operations and future ambitions.

Skills

Inclusive leadership

Visitor operations

Strategic thinker

Relationship building

Diverse audiences

Decisive under pressure

Creative collaboration

Job description

Summary

• INTERNAL APPLICANTS ONLY***

Are you an experienced operations leader with a passion for delivering outstanding visitor experiences, developing high-performing teams and making heritage accessible to everyone?

This is a unique opportunity to join the leadership team responsible for the National Trust’s newest and most significant heritage acquisition: the Ironbridge Gorge Museums portfolio, a UNESCO World Heritage Site recognised as the birthplace of the Industrial Revolution.

What It's Like To Work Here

Reporting to the Project Director, you'll play a key role in shaping the future of this nationally important portfolio. Working alongside property, project and specialist teams, you'll help embed National Trust ways of working while supporting the long-term success of a complex, multi-site operation.

As the portfolio continues its transition into National Trust stewardship, you'll help establish a new, sustainable operating model that balances exceptional visitor experiences, commercial performance and long-term conservation outcomes. With further museum openings planned throughout 2027, this role will be instrumental in ensuring the portfolio is well positioned to grow, adapt and thrive.

You'll lead and inspire colleagues and volunteers across the portfolio, developing capability within the Property Leadership Team and helping create a culture focused on operational excellence, exceptional visitor experiences and inclusive leadership.

What You'll Be Doing

As a member of the leadership team, you'll oversee visitor operations across the portfolio, balancing day-to-day delivery with long-term strategic planning.

You'll

• Lead, coach and develop Visitor Experience and Operations Managers and their teams.
• Drive high standards in visitor welcome, programming, events and operational delivery.
• Lead the development and implementation of a sustainable operating model that supports the phased reopening of museums throughout 2027 and beyond.
• Work with partners and stakeholders to create engaging experiences that bring Ironbridge's stories to life.
• Support income growth through admissions, events and membership.
• Champion inclusion and help remove barriers to participation for underrepresented audiences.
• Act as a key operational deputy to the Project Director, providing leadership across the portfolio and contributing to portfolio-wide decision making.
• Ensure operational plans, budgets, systems and processes support both current operations and future ambitions.

Who we're looking for

We'd Love To Hear From You If You’re

• An inclusive and inspiring leader with experience developing teams and volunteers.
• Experienced in visitor operations within a complex, customer-focused environment.
• A strategic thinker who can balance operational delivery with long-term planning.
• Skilled at building effective relationships with colleagues, partners and stakeholders.
• Passionate about creating welcoming experiences for diverse audiences.
• A confident decision-maker who remains calm and focused in a fast-paced environment.
• Creative, collaborative and committed to delivering innovative visitor experiences.

The package

The National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

• Substantial pension scheme of up to 10% basic salary
• Free entry to National Trust places for you, a guest and your children (under 18)
• Rental deposit loan scheme
• Season ticket loan
• EV car lease scheme (for roles that meet the salary criteria)
• Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
• Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
• Flexible working whenever possible
• Employee assistance programme
• Free parking at most Trust places

National Trust place

Coalbrookdale, Coalbrookdale, Telford, TF8 7DQ

Documents

Visitor Operations & Experience Manager Grade 6.pdf

Requirements

Compliance.Eligibility to Work in the UK

Closing Date

15 November 2026

Equal Opportunities Statement

The National Trust celebrates diversity and is committed to creating a fair and equal society, free from discrimination. You can read more about our commitment to inclusion and diversity here.

Safeguarding Statement

The National Trust is committed to a safe recruitment processes to help the organisation attract and appoint the right staff/volunteer for the role and responsibilities as set out in the vacancy advert. We will not accept applicants who are not suitable to work with children, young people or adults at risk. If you have any questions around your suitability for this vacancy, please contact the people service centre.