Head of Visitor Experience

7 months ago

Bath, United Kingdom American Museum & Gardens Full time

**Job description for _Head of Visitor Experience _**

Department: _Collections and Public Engagement _

Reporting to: _Collections and Public Engagement Director _

**Salary**: £ _35,000-37,000_

Hours: _37.5 _ hours per week _Tuesday - Saturday or Sunday - Thursday incl bank holidays _
- and evening work_

Holiday: 25 days holiday plus 8 days public holidays

**American Museum & Gardens**

The mission of the American Museum & Gardens (AM&G) is to educate, stimulate, and inspire its visitors to further the understanding of American history and culture. The Museum carries out this mission through the presentation of its historic rooms, its decorative art and folk-art collections, and its special exhibitions, learning programmes, and gardens. Our organisation is the only one of its kind outside the boundaries of the United States. We welcomed 70,000 visitors last year, most of them British.

The Collections and Public Engagement department encompasses learning, volunteering, visitor services, curatorial and the marketing and communication teams. We deliver a range of public programmes including events, exhibitions, permanent displays and learning programmes to help drive increased visitor numbers and expand our audiences while ensuring a positive visitor experience through our front of house visitors services team and our significant volunteer support.

It is an exciting time to join the AM&G with a new leadership team in place and a new strategy which has led to a significant increase in visitor numbers, revenue, and deeper engagement with our audiences. We are looking to continue to grow in the coming years and this newly created role will play an important part in helping to achieve our goals.

**About the role**

The _Head of Visitor Experience_ role, reporting to Collections and Public Engagement Director, is responsible for ensuring a high quality visitor experience across all that we do, for all of our visitors. You will lead the

AM&G including Estates, Finance and Business & Development teams.

Successful applicants will come with:

- Extensive operational and commercial leadership experience in hospitality, visitor experience, retail or other leisure or cultural sector based customer facing organisation
- The ability to inspire, coach and develop teams including experience working with a range of volunteers
- A flexible can do approach with excellent relationship skills

**The key elements of the role are**:

- Ensuring that we have a welcoming and inclusive visitor experience for all of our current and future visitors leading on visitor experience for AMG as a member of the Leadership Team
- Leading the Visitor Experience team, driving cultural change to create high performing teams and ensure consistency in providing excellent customer service through direct line management of the

Duty Managers, Events Coordinator, Visitor Experience Officer and overseeing the volunteer programme
- Working closely with the Collections & Public Engagement Director to understand the competitive environment and engage with similar institutions to learn from best practice, and use that insight to design new elements of the visitor experience offer.
- Keep abreast of industry developments and societal change and ensure that these are taken account of in the development and delivery of the visitor experience plans.
- Create an annual training programme for all front of house and volunteers teams to ensure our visitor experience offer is consistent and that we are providing excellent service.
- Ensure policies, standard operating procedures and risk assessments are in place within the department and embedded in work practices.
- Oversee budgets including monthly reporting and tracking expenditure for the department.

**Visitor Experience**
- Implement, monitor and analyse financial, and non-financial KPIs for the Visitor Experience team.

Suggesting and implementing measures and actions to improve and develop.
- Oversee visitor statistics and feedback including visitor surveys, social media reviews, Visit England assessments and individual customer testimonies making adjustments and suggestions to continuously look at refining our offer.
- Ensure there is appropriate and up to date wayfinding and signage across the site and maximising opportunities to update and improve this.
- Ensure rotas are issued in a timely manner and roles are filled to allow for smooth day to day operations while also looking to find efficiencies in how we work.
- Act as Duty Manager to cover absences such as illness and annual leave.

**Volunteering**
- Support our current volunteer base by ensuring good communication, training and demonstrating our ongoing appreciation for their support.
- Look to develop our current volunteers by overseeing the rotas, and by growing and diversify our volunteer programme through refining and creation of new roles and responsibilities and how we recruit.
- Implement culture change across the volunteer base as

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