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Visitor Experience Manager
2 months ago
About the Role
We're seeking a skilled Visitor Experience Manager to join our team at the National Trust. As a key member of our Property Leadership Team, you'll be responsible for delivering exceptional visitor experiences across our property.
Key Responsibilities
- Lead a team of five direct reports to manage the visitor-facing teams and oversee the visitor journey, whether online, onsite, or at events and exhibitions.
- Work closely with the General Manager and Property Leadership Team to plan and deliver the best visitor experience on property.
- Improve the visitor journey and visitor programming to meet the needs of existing and new audiences.
- Lead for quality standards in interpretation, presentation, and service culture across all aspects of the operation.
- Engage with local communities and build partnerships to support the National Trust's work.
- Plan new visitor experiences, both temporary and permanent, to tell untold stories of a house and its remarkable collection.
- Oversee income received from Membership sales, events, and fundraising.
Requirements
- An inclusive, capable, and curious leader with experience of leading teams, including volunteers.
- A confident communicator who enjoys building effective working relationships with a broad range of people – staff, volunteers, partners, consultants, and visitors.
- An experienced leader in visitor operations, ideally in a large and busy heritage or visitor attraction.
- A strong record of planning, leading, and delivering a culture of exceptional customer service.
- Organized with a track record of being a strategic problem solver and planner.
- A problem solver who seeks solutions.
- A creative leader in innovative programming.
About the National Trust
The National Trust has the motto 'For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's essential that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too.
Benefits
- Substantial pension scheme of up to 10% basic salary.
- Free entry to National Trust places for you, a guest, and your children (under 18).
- Rental deposit loan scheme.
- Season ticket loan.
- EV car lease scheme.
- Perks at work discounts, such as gym memberships, shopping discount codes, cinema discounts.
- Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
- Flexible working whenever possible.
- Employee assistance programme.
- Free parking at most Trust places.
