Deputy Visitor Experience Manager

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Overview
With approximately seventy-five Visitor Experience Assistants and over fifty Welcomer Volunteers, the Visitor Experience department is the largest team in the museum and is responsible for welcoming and engaging all visitors, supporting the delivery of exhibitions, programmes and events and maximising income from tickets, membership sales and donations.

Overview
With approximately seventy-five Visitor Experience Assistants and over fifty Welcomer Volunteers, the Visitor Experience department is the largest team in the museum and is responsible for welcoming and engaging all visitors, supporting the delivery of exhibitions, programmes and events and maximising income from tickets, membership sales and donations.
Job scope
They have responsibility for a team of Assistant Visitor Experience Managers (AVEMs) and will be committed to providing the best welcome and engaging customer service to our visitors, whilst supporting teams across the museum in ensuring the building is always well-presented. They will work closely with the team to successfully deliver KPI targets and maximise visitor income.
Job Description

• The full job description/person specification is available to download from our careers portal vacancy posting.

Leadership

• Support the Visitor Experience & Operations Manager in the strategic and day-to-day leadership of the department, contributing to planning, decision-making, and the continuous improvement of visitor experience standards and commercial performance.
• Play a key role in designing and delivering engagement and training initiatives that inspire the team and support income generation through ticket sales, membership, donations, and upselling.

Resource management

• Work alongside the wider team to carry out recruitment, induction, absence, and performance management.
• Create and manage the department master rota within agreed staffing levels for core museum activity, public programme, and events.

Visitor Experience

• Model how to achieve the museum’s standards of service, welcome, engagement and up-selling culture for all Visitor Experience team members. Understand who the museum’s audiences are and support the team to meet and exceed their expectations.
• Champion the visitor and ensure visitor expectations and needs are discussed at cross-departmental meetings.

Duty management

• Assist the Visitor Experience & Operations Manager in regular review of the duty management procedures and suggest ways to improve efficiency, safety, and visitor experience standards.
• Ensure the Assistant Visitor Experience Managers are briefed and trained in changes to operational procedures.
• Undertake regular duty management shifts: this role requires regular early starts and late finishes on a rota basis.

Person specification
Essential – Experience, Knowledge And Skills

• Experience of delivery of excellent customer service in a public-facing environment with practical experience of leading, managing, and motivating customer-facing teams and individuals.
• Experience of managing a complex rota and payroll procedure.
• Extensive duty management experience including health and safety, security, and cash handling responsibility in a public-facing environment.
• Ability to enthuse, motivate and inspire others through excellent communication and strong interpersonal skills.
• Ability to build strong relationships at all levels internally and externally and shows a willingness to collaborate with and support others.
• A passion for exceeding visitor expectations, willingness to go beyond core duties to ensure an excellent experience and achieve this culture in others.

Salary: up to £32,605 per annum, dependent on experience
Holidays: 25 days per annum + Christmas eve (museum closed)
Hours: 35 hours per week, 5 days per week, on a rota basis, including weekends, evenings, and bank holidays
Location: On-site at the Design Museum, Kensington
Closing date: Tuesday 12 August, midnight
Interviews: Wednesday 20 August and Thursday 21 August
Application process
For all the latest job vacancies at the Design Museum, please visit our Careers page to apply via our online portal: you encounter any issues while completing your application, please email before the vacancy closing date. We will be in touch as soon as possible; (please note the inbox is monitored Monday-Friday).

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  Business Consulting and Services

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