Senior Visitor Experience Manager
A great opportunity to work for a new London attraction.
In July 2017, The Postal Museum opened London`s first major new museum in a decade. A new heritage attraction in Central London, with two experiences in one. Alongside the fascinating story of more than 500 years of the first social network, we offer an extraordinary subterranean ride through the previously abandoned, secret and forgotten tunnels of the old Post Office Underground Railway – Mail Rail. This new museum and attraction enables us to showcase an array of extraordinary stories focusing on human communication and endeavour. It also enables us to grow our educational charity work and fundamentally change the way the organisation engages with our audiences. The Postal Museum aims to welcome over 180,000 visitors a year, along with a further 400,000 through our public events programme, digital and outreach offers.
Position: Senior Visitor Experience Manager
Contract type: Maternity Cover, Fixed Term, up to 10 months
Hours: 37.5 hours per week
Salary: circa £36,000
Start date: October 2017
Closing date: Midday, Monday 4 September 2017
Interview date: w/c 11 September 2017
About the Role:
The Senior Visitor Experience Manager will lead on the delivery of a market leading visitor experience to all The Postal Museum (TPM) customers (both online and onsite); maximising visitor enjoyment by maintaining excellent service and engagement standards. You will lead the delivery of all aspects of TPM`s day-to-day commercial and income generating activities and play a lead role in developing and implementing the TPM operating model.
The post holder will successfully deliver against TPM income generation targets and embed a measured and appropriate commercial culture into the visitor experience team. You will provide effective leadership to a diverse visitor experience team, setting clear direction and priorities.
You will also ensure the safe operating and security of TPM and act as an active, effective and important member of TPM`s senior management team (SMT). You will also lead the Museum`s Visitor Experience Group ensuring visitors are at the heart of TPM activity.
As the Senior Visitor Experience Manager, you will support the Head of Operations with the delivery of operational and emergency planning and with the development of customer service and engagement standards. You will lead on the recruitment and training of the visitor experience management and front of house teams and on the development and implementation of a comprehensive induction and training plan for all VE staff. You will also lead on the delivery and initial operation of the Admissions and Ticketing system and develop TPMs Box Office function in line with customer demand.
Additionally you ensure the delivery of a market leading visitor experience and will be responsible for the effective direction and motivation of a high performing and proactive front of house team. You will lead in developing and evolving formal customer service and engagement standards, reporting performance against these on a regular basis and manage all service level agreements essential to the successful visitor operation of TPM.
You will also ensure operational excellence by initiating and maintaining policies, procedures and administration relevant to the department`s purpose. You will maintain expertise in Health & Safety legislation relevant to operational planning and prioritise the sharing of knowledge and relevant training with the team and lead the visitor experience team to ensure the Museum is adequately staffed at all times through effective and efficient roster management. Moreover you will manage the required staffing and operational details for successful events delivery and support the operational teams in best practice and procedural changes.
The successful candidate will be educated to degree level, or equivalent and have proven experience in a customer-facing role at management level in a similar/comparable environment. You will have experience of effectively leading, motivating and developing a team of managers and staff including recruitment, induction, training and performance management. Experience of working in a management position in a busy visitor focussed/customer service/commercial environment is also essential.
You will also have experience of creating and delivering emergency planning and business continuity and experience of successfully managing a diverse range of projects.
Proficiency in Microsoft office software, Admissions and POS systems is essential, as is a demonstrable commercial acumen, able to produce, analyse and report on complex financial data. You will also have the ability to communicate effectively both verbally and in writing, in order to build positive and successful working relationships, resolve conflict, and effectively influence and negotiate and a practical working knowledge of legislation relating to Health & Safety and its implementation in a visitor focussed environment. The ability to implement new ideas, taking initiatives from planning to completion and to successfully prioritise and coordinate own and team outputs are also essential.
Additionally you will have experience of successful income generation through setting and achieving income targets for a customer service focussed team and experience of managing budgets including reporting and forecasting.
Ideally you will also hold a personal license, be first aid and IOSH Managing Safely trained. Experience of delivering and managing change in a visitor focussed environment and of managing a train/ride operation would be an advantage. It is also desirable that you have experience of managing teams of Volunteers and of implementing and managing contracts.
Responsibility for public safety is central to this role. Applicants should be willing to undergo an accredited training course for First Aid and other Health & Safety related skills if they are not currently qualified.
This position may require an enhanced DBS check which will reveal any unspent convictions. A criminal record may not necessarily be a bar to placement, as any decision will be treated on its merits and individual circumstances subject to the museum`s overriding obligations to protect the children and vulnerable adults in its charge, members of the public, the safety of the museum`s staff and the Collection.
You may have experience of the following: Senior Visitor Experience Manager, Visitor Experience Manager, Customer Service Manager, Operations Manager, Attraction Manager, Attractions Manager, Customer Experience, Customer Experience Manager, Marketing Manager, Visitor Experience, Charity, Charities, Third Sector, NFP, Not for Profit etc.
This vacancy is being advertised by Easy Web Recruitment, the UK`s leading Online Recruitment Agency. The services advertised by Easy Web Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of gender, race, disability, age, sexual orientation, religion, or belief, and we confirm that we will gladly accept all applications