At a Glance
- Tasks: Manage visitor operations and create memorable experiences at the museum.
- Company: Join a leading heritage attraction with a focus on innovation and creativity.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Onsite role with a vibrant team and exciting programming initiatives.
- Why this job: Make a real impact on visitor experiences and engage with diverse audiences.
- Qualifications: Experience in customer service and team management, with strong communication skills.
The predicted salary is between 37000 - 40500 € per year.
Location: On site / Bovington, Wareham BH20 6JG, UK
Job type: Permanent / Full-time
Sector and subsector: Heritage | Museums
Annual Salary range: £37,000.00 to £40,500.00
Working closely with the Director of Visitor Experience & Commercial, the Visitor Experience Manager will ensure every visitor enjoys an enriching, memorable, and safe visit to the museum. This role holds primary responsibility for the day‑to‑day management of general visitor operations, enquiries, and group bookings, ensuring seamless service and operational excellence. While the role requires strong planning and process management, it also offers significant creative scope, continuously seeking innovative ways to elevate the visitor experience and drive increased footfall through new, engaging, and dynamic programming.
Key Accountabilities
- Deputise for the Director of Visitor Experience and Commercial as and when required.
- Lead and/or support on Visitor Experience Development projects, helping to ensure the Museum continues to be an industry leading Visitor Attraction.
- Responsible for the Duty Manager Function at the Museum, including the writing of operational procedures, training and rotas.
- Responsible for the process and procedure of general email and telephone general enquiries.
- Responsible for the process and procedure of group bookings, and KPIs in relation to these.
- Line manage the Visitor Experience administration team and full-time Duty Manager.
- Own the Museum-wide activity planner document and chair the Activity Planner Meeting, ensuring collaboration of the planner between all departments in the museum.
- Maximising internal productivity without hindering Visitor Experience.
- Manage visitor experience budgets, particularly accessibility and school holiday programming.
- Lead on school holidays programming, particularly driving the ‘non military’ aspects broadening our audience appeal with key partnerships and ‘outside the box’ thinking.
- Work closely with the Education & Visitor Engagement Manager and Partnership & Events Development Manager to achieve this.
- Work with visitor experience administrators in upselling activities.
- Support the Facilities & Estates Manager in ensuring the functionality and aesthetic appearance of the Tank Museum site.
- Collate, monitor and report on visitor feedback.
- Support the Director of Visitor Experience and wider departmental leads in the planning and delivery of events, whilst ensuring the visitor experience is upheld throughout build, delivery and breakdown.
- Comprehensive understanding of the Museum Ticketing System.
- Act as Duty Manager, safeguarding officer, first aider and fire marshal as required.
- Support the Estates & Facilities Manager and the Health & Safety Coordinator in ensuring external contractors to the Museum have the relevant risk assessments, insurance and permits and are working appropriately in visitor areas.
- Participate in the Museum call out procedures.
What you'll bring
- Experience in a customer service role within a heritage or visitor attraction.
- Managing a team.
- Writing and implementing operational procedures.
- Creative programming.
- Ability to organise and plan.
- Excellent communication skills, including dealing with members of the public as well as internal parties.
- Safeguarding knowledge.
- Qualification in Tourism or similar related field.
- IOSH or other H&S qualification.
Due to the nature of the role the post holder will be required to work onsite. Hybrid or working from home is not available.
Advert closes 29th May 2026. Interviews will take place on 5th June 2026.
Visitor Experience Manager employer: Hollybank Trustees Ltd
As a Visitor Experience Manager at our esteemed museum in Bovington, you will be part of a vibrant team dedicated to creating unforgettable experiences for our visitors. We pride ourselves on fostering a collaborative and innovative work culture that encourages personal growth and creativity, offering opportunities for professional development within the heritage sector. With competitive salaries and a commitment to operational excellence, we ensure that our employees are supported and empowered to make a meaningful impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Visitor Experience Manager
✨Tip Number 1
Get to know the museum inside out! Visit the site, chat with staff, and soak up the atmosphere. This will not only help you understand the visitor experience but also give you some great talking points during interviews.
✨Tip Number 2
Network like a pro! Attend events or workshops related to heritage and visitor attractions. Connect with people in the industry on LinkedIn and don’t be shy about reaching out for informational chats. We all know it’s not just what you know, but who you know!
✨Tip Number 3
Show off your creativity! Think of innovative ideas that could enhance the visitor experience at the museum. Prepare a few suggestions to share during your interview – it’ll show you’re proactive and passionate about the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are keen to engage directly with us. Don’t miss out on this opportunity!
We think you need these skills to ace Visitor Experience Manager
Some tips for your application 🫡
Show Your Passion for Visitor Experience:When writing your application, let your enthusiasm for creating memorable visitor experiences shine through. Share specific examples of how you've enhanced customer service in previous roles, especially in heritage or visitor attractions.
Tailor Your Application:Make sure to customise your CV and cover letter to highlight the skills and experiences that align with the Visitor Experience Manager role. Use keywords from the job description to demonstrate that you understand what we're looking for.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on communicating your relevant experience and ideas effectively. Remember, less is often more!
Apply Through Our Website:We encourage you to submit your application directly through our website. This ensures it reaches us promptly and allows you to showcase your interest in joining our team at the Tank Museum. Don’t miss out!
How to prepare for a job interview at Hollybank Trustees Ltd
✨Know the Museum Inside Out
Before your interview, make sure you research the museum thoroughly. Understand its history, current exhibitions, and visitor demographics. This knowledge will not only impress the interviewers but also help you tailor your answers to show how you can enhance the visitor experience.
✨Showcase Your Creative Side
As a Visitor Experience Manager, creativity is key! Prepare examples of innovative programming or visitor engagement strategies you've implemented in the past. Be ready to discuss how you can bring fresh ideas to the museum, especially in broadening audience appeal during school holidays.
✨Demonstrate Strong Leadership Skills
Since this role involves managing a team, be prepared to talk about your leadership style. Share specific instances where you've successfully led a team or managed projects. Highlight your ability to write operational procedures and how you ensure seamless service in a busy environment.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and customer service approach. Think about how you would handle difficult visitor enquiries or manage group bookings effectively. Practising these scenarios will help you respond confidently during the interview.
