At a Glance
- Tasks: Manage visitor operations and create memorable experiences at the museum.
- Company: Join a leading heritage attraction dedicated to enriching visitor experiences.
- Benefits: Competitive salary, creative opportunities, and a vibrant team environment.
- Other info: Dynamic role with opportunities for creative programming and professional growth.
- 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 30000 - 40000 £ per year.
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 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 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 and maximising internal productivity without hindering Visitor Experience.
- Manage visitor experience budgets, particularly accessibility and school holiday programming.
- Lead on school holidays programming, 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
Essential
- Experience in a customer service role within a heritage or visitor attraction.
- Managing a team.
- Writing and implementing operational procedures.
- Creative programming.
- Strong IT skills.
- Ability to organise and plan.
- Excellent communication skills, including dealing with members of the public as well as internal parties.
Desirable
- Project management experience.
- Safeguarding knowledge.
- Negotiation skills.
- 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 on site. Hybrid or working from home is not available.
Visitor Experience Manager employer: Occupop
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 to lead exciting projects and engage with diverse audiences. With a focus on operational excellence and community engagement, we provide a supportive environment where your contributions directly enhance the visitor experience and the museum's reputation as a leading attraction.
StudySmarter Expert Advice🤫
We think this is how you could land Visitor Experience Manager
✨Tip Number 1
Get to know the museum and its vibe! Visit the place, chat with staff, and soak in the atmosphere. This will help you tailor your approach and show genuine interest during interviews.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend events at the museum. Building relationships can give you insider info and might just land you a recommendation.
✨Tip Number 3
Prepare for the interview by thinking creatively about visitor experiences. Come up with fresh ideas that could enhance the museum's offerings. Show them you’re not just a fit, but a game-changer!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
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.
Be Clear and Concise:We want to see your skills and experience, but keep it straightforward! Use bullet points where possible to highlight your achievements and responsibilities. This makes it easier for us to see why you’d be a great fit for the role.
Tailor Your Application:Make sure to customise your application to match the job description. Highlight your experience in managing teams, writing operational procedures, and any creative programming you've done. This shows us that you understand what we’re looking for!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the Visitor Experience Manager position. We can’t wait to hear from you!
How to prepare for a job interview at Occupop
✨Know the Museum Inside Out
Before your interview, make sure to 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 Customer Service Skills
Since this role is heavily focused on customer service, prepare examples from your past experiences where you successfully managed visitor interactions. Highlight any creative solutions you implemented to improve visitor satisfaction or resolve issues.
✨Demonstrate Your Leadership Abilities
As a Visitor Experience Manager, you'll be managing a team. Be ready to discuss your leadership style and provide examples of how you've effectively led teams in the past. Talk about how you’ve motivated staff and fostered a collaborative environment.
✨Bring Ideas for Innovative Programming
Think outside the box! Prepare some ideas for new programming or events that could attract more visitors. Show your creativity and understanding of the audience by suggesting ways to broaden appeal, especially during school holidays.
