Visitor Experience Manager (Maternity Cover) in Manchester

Overview

Opportunity ID: 644
Location: IWM North – Manchester
Career Level: D
Salary: £34,000-£36,000 per annum (Dependent on experience)
Hours: 36 hours net per week
Department: Visitor Experience
Position type: Fixed Term
Length of employment: Fixed term – 10 Months

Job Summary

Were looking for a passionate Visitor Experience Manager to lead and deliver an outstanding visitor experience across our branch(es). Youll champion inclusivity and accessibility, ensuring every visitor feels welcome and valued. Working closely with front-of-house teams, youll oversee operations, analyse audience insights, and drive initiatives that enhance the visitor journey from arrival to departure.

Role Responsibilities

• Lead the delivery of our Visitor Experience Strategy, ensuring projects meet time, budget, and quality standards.
• Collaborate with staff, volunteers, and partners to create a welcoming, inclusive environment.
• Improve visitor touchpoints, including welcome, wayfinding, and accessibility.
• Coordinate visitor experience training and champion exceptional customer service.
• Manage budgets and corporate standards to maintain consistency across all branches.

About You

Youre a confident leader with experience in visitor operations—ideally in the heritage or cultural sector. You bring:

• Proven people management skills, with a commitment to equality, diversity, and inclusion.
• Strong relationship-building and communication abilities.
• Experience managing budgets and delivering projects under pressure.
• A proactive approach to improving visitor experiences through data and insight. Knowledge of Health & Safety, accessibility legislation, and digital visitor tools is a plus.

Apply Now

If youre ready to make a real impact on how visitors experience our branches, wed love to hear from you. Apply today and help us create memorable, inclusive experiences for all.

Application closing date: January 30th 2026, 12:00 PM

Interview Details

Interviews for this post are planned for the week commencing 16 February 2026

Benefits

The benefits listed below are discretionary and IWM reserves the right, with due notice, to vary or withdraw them at any time. All such benefits apply during the course of your employment only.

• Annual Leave: You\’ll have 25 days of annual leave, with public holidays on top. After 3 years, this increases to 27 days and after 5 years, youll get 30 days
• Company Group Pension Plan: Our commitment to your financial well-being includes competitive employer contributions to your pension starting at 7% to a maximum of 12%.
• Enhanced Maternity and Paternity Benefits: Celebrate lifes milestones with confidence, knowing that our policies support growing families.
• IWM4me: Tailor your benefits to your unique needs through IWM4me. Access health, protection, and lifestyle benefits at corporate rates, ensuring your holistic well-being.
• Free Sanitary Products: We prioritise your comfort by providing free sanitary products across all our sites.
• Retail Discounts: 25% off IWM Cafes, 20% discount in on-site shops, Benefits hub offering retail discounts to several high street shops (via our EAP provider) and MyActive discounts for health and wellbeing based retail discounts (via IWM4me)
• Free Entry to IWM Air Shows: Witness the thrill of vintage aircraft at our air shows.
• Free Entry to Partner Museums & Galleries: Immerse yourself in art, history, and culture through our reciprocal arrangements with other institutions.
• In-House Training Programmes: Fuel your intellectual curiosity and professional growth through our comprehensive training initiatives.
• Season Ticket Loan Scheme: Simplify your daily commute with our interest-free loan program.
• Cycle 2 Work & Cycle Hire: Promote well-being and environmental consciousness by cycling to work.
• Eye Tests: Money back up to £80 for an eye test and a new pair of glasses.
• Employee Assistance Programme: Access confidential support for personal or work-related challenges.
• Benenden Healthcare & Dental Insurance: Prioritise your health with access to quality healthcare services (subject to terms and conditions).
• Civil Service Sports Club Membership: Opportunity to join and enjoy additional discounts and perks as part of a vibrant community.
• Staff Events and Networks: Join fellow colleagues in social gatherings and events, fostering camaraderie and shared experiences.

and more!

Ready to embark on this exciting journey with us? Apply now and become part of IWM!

Disclosure and Barring Service Check

Role: This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. This role is subject to:

A basic check, which shows unspent convictions and conditional cautions.

Equal Opportunities and Flexible Working

IWM is committed to a policy of Equal Opportunities. We miss out when people feel IWM isn\’t for them, and are committed to removing and reducing barriers to make IWM open to everyone. Our Access and Inclusion strategy has been developed to promote openness, equal opportunities to access, inclusivity and encourage diversity in everything that we do, from employment practices, the services we provide to our facilities we make available to public. At IWM we seek to address the need for greater diversity within our workforce as well as the wider museum and heritage sector. In all our practices we embrace diversity and promote equality of opportunity and we welcome applications from suitable candidates of all backgrounds. We value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work. We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruitment contact, as we are open to discussing agile working opportunities during the hiring process.

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