Guest Experience Manager, The Beatles Story in Liverpool

The Guest Experience Manager is responsible for creating a welcoming, memorable visitor journey that makes guests feel appreciated and engaged. As a key member of the Senior Leadership Team, they shape organisational strategy, drive service-excellence initiatives, and foster a customer-centric culture that inspires both guests and staff alike. They ensure that daily operations reflect The Beatles Story’s brand values and promote team wellbeing, making a positive difference in visitors’ experiences.

The Guest Experience Manager leads, motivates, and develops the Guest Experience team across The Beatles Story’s products, including the leading exhibition, Fab4 cafes, Fab4 stores, events and educational programme delivery, to uphold outstanding service standards, achieve strong NPS and guest-feedback results, and maintain smooth, efficient operations across all visitor touchpoints.

Key responsibilities:

• Contribute to organisational strategy, annual planning, budgeting, and long-term vision.
• Provide expert insight on visitor behaviour, experience trends, and operational improvements.
• Act as a cultural leader, modelling values, supporting organisational wellbeing initiatives, and promoting a positive team environment.
• Lead cross-departmental projects that enhance overall guest experience, accessibility, inclusion, and commercial success.
• Present regular performance reports to SLT and Board-level audiences where required.
• Support business continuity, risk management, and emergency planning.
• Oversee the entire end-to-end guest experience, ensuring a warm welcome, consistent standards, and emotionally engaging experiences.
• Monitor guest feedback (NPS, reviews, surveys, complaints) and implement action plans that inspire ongoing improvement, making staff and guests alike feel engaged and valued in the pursuit of excellence.
• Set and maintain quality standards for service delivery, cleanliness, exhibition, retail/café touchpoints, and visitor flow.
• Lead accessibility and inclusion improvements to ensure all guests can enjoy a barrier-free visit.
• Innovate new experience enhancements, interpretation elements, and guest engagement approaches.
• Ensure daily operations run smoothly and safely, including staffing, scheduling, queue management, incident response, and service recovery.
• Produce and maintain operational procedures, risk assessments, and compliance documentation.
• Work closely with Operations, Security, Café, Retail, and other departments to ensure coordinated operations.
• Lead on crowd management planning during peak periods, events, and VIP visits.
• Use data and insights to forecast demand, improve flow, and optimise resources.
• Recruit, train, coach, and lead the Guest Experience team to ensure high performance and morale.
• Build a culture of empowerment, accountability, and positive workplace wellbeing, encouraging staff to feel confident and proud of their contributions, with opportunities for ongoing training, development, and career growth within the organisation.
• Deliver training programmes for customer service, accessibility, safeguarding, health and safety, and brand storytelling.
• Conduct appraisals, manage performance, and support progression routes.
• Work with Commercial, Retail and Café teams to identify opportunities to increase spend per head through improved customer engagement.
• Monitor budgets, track expenditure, and ensure cost-efficient operations.
• Drive revenue through upselling, premium experiences, events, and new visitor initiatives.
• Liaise with local partners, tourism bodies, destination organisations, and community groups.
• Represent the organisation at networking events, industry forums, and stakeholder meetings.
• Build partnerships that enhance guest experience, accessibility, and brand reputation.
• Benchmark against the customer experience of other key visitor attractions to identify best practices and improvements to customer service delivery.
• Proven leadership experience in visitor attractions, museums, hospitality, leisure, or similar customer-centric environments. (E)
• Strong operational management background with the ability to run busy, complex sites. (E)
• Demonstrable success in improving guest satisfaction and service performance. (E)
• Experience managing and motivating diverse teams. (E)
• Excellent communication, problem-solving, and decision-making skills. (E)
• Confident in data analysis, reporting, and using insights to influence strategy. (E)
• Strong understanding of health & safety, safeguarding, and operational compliance. (E)
• Strong commercial acumen, including expertise in budgeting, forecasting and driving profitability while maintaining a guest-first approach. (E)
• Passion for sustainability, with the ability to champion The Beatles Story’s mission for accreditation in Green Tourism.
• Experience in heritage, cultural institutions, or themed experiences. (D)
• Knowledge of tourism markets, guest journey design, and accessibility principles. (D)
• Inspirational, visible, and approachable leader.
• Guest-obsessed mindset with passion for delivering memorable experiences.
• Calm under pressure with the ability to make quick, informed decisions.
• Collaborative and influential across departments.
• Resilient, proactive, and solutions-focused.
• Commitment to equality, diversity, inclusion, and staff wellbeing.

How to apply:

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