Operations & Visitor Experience Manager

Job Descriptionorg.Job DescriptionAs the Operations and Visitor Experience Manager, you play a pivotal role at CSC, with fullresponsibility for our Centre in Cambridge Science Park and our secondary site, currently inWisbech.An essential part of your role is to drive CSC’s direct revenue streams connected to the Centre.You will lead your team in generating public and school bookings, and in overseeing communityaudiences, private hires, and other groups, ensuring every visitor enjoys a seamless andwelcoming experience. You will also take a proactive approach to increasing visitor numbers,expanding CSC’s membership base, and researching and developing new revenue-generatinginitiatives that strengthen our long-term sustainability.Your expertise in creating and implementing exhibition spaces will be instrumental in bringing tolife our annual delivery calendar of science themes, which is strategically curated to attract andengage our audiences while supporting the delivery of our Programmes. You will oversee anannual budget covering the shop and site facilities.You will work closely with the Outreach and Innovation Manager to prioritise, schedule, andmaintain products and content in line with CSC’s core Programmes and commitments, ensuringimpactful experiences for all audiences. In collaboration with the Marketing and CommunicationsManager, you will plan and execute advertising campaigns targeting both the public and schools.You will also coordinate with the Corporate Partnerships Manager to develop opportunities forcorporate partners to support on-site exhibitions and events, ensuring agreed partnerships areeffectively tracked and delivered.Beyond operations, you will champion excellence in STEM engagement, providing both positiveand constructive feedback to the Engagement and Logistics Lead to ensure CSC’s offeringsremain best-in-class. This is an opportunity to shape the visitor experience at CSC, ensuring itremains dynamic, inspiring, and accessible to all.Key Responsibilities● Create a welcoming and engaging environment for all visitors to our centres.● Support and line-manage the Delivery and Sales Administrator and the Finance andOperational Support Manager.● Take overall responsibility for Health and Safety across CSC sites, ensuring full compliancewith requirements at both centres. Implement corrective actions where needed, andoversee training and incident management to maintain a safe and well-managedenvironment.● Achieve annual direct income revenue targets across Visitors, Membership, Shop, Schools,Parties, and STEMtots (under-fives), track progress, report findings, and take correctiveaction as needed.● Develop and implement strategies to increase visitor numbers and drive membershipgrowth.● Research, plan, and execute new revenue projects to diversify CSC’s income streams.● Oversee asset records, maintenance priorities, budgets, contractors, and expendituresacross the Cambridge and Wisbech sites, ensuring the effective sourcing and delivery ofthird-party exhibits and content.● Deliver an annual plan for exhibition-floor themes, events, and site management,coordinating with the Outreach and Innovation Manager and the Engagement and LogisticsLead to align activities with multi-year programmes, partner commitments, and internalschedules such as training and exhibit maintenance.● Establish a multi-layered feedback system to collect, analyse, and act on visitor insights,continuously enhancing our offering.● Oversee CSC’s volunteering and work experience programme, ensuring recruitment,induction, and ongoing support are delivered to a high standard.● Work with the Director of Business Development to identify and address barriers forschools, supporting bursary applications and additional funding opportunities.● In coordination with your team, ensure the shop is stocked with appropriate products tomaximise sales, support at-home engagement with STEM after a family visit and promote amessage of sustainability.● Increase school bookings through strategic planning, aligning with schools’ annual planningcycles, targeted outreach, and the effective delivery of engagement programmes.● Work with the Marketing & Communications Manager to plan and deliver advertising forexhibitions, events, and school engagement, ensuring effective promotion of activities atboth the Cambridge and Wisbech centres.● Manage the budget and oversee all contractors and expenditures related to the Cambridgesite and Wisbech.● Provide financial support, working closely with the Director of Operations and Engagementto ensure CSC’s operational sustainability.Essential CriteriaExperience managing a visitor attraction, including responsibility for income targets andcost control.● A creative and engaging mindset, with a proven ability to work with a team to createintriguing and popular spaces.● A thorough and operational approach to planning, risk management, and the continuousimprovement of processes.● Demonstrated success in increasing visitor numbers and driving membership growththrough strategic planning and effective execution.● Experience in researching, planning, and delivering new revenue-generating projects.● A strong track record of increasing school bookings through targeted outreach and strategicprogramme design.● Comprehensive knowledge of health and safety management, including experience inleading compliance activity and training across multiple sites.● Strong financial acumen, with the ability to support budgeting, forecasting, and operationalfinancial oversight● Excellent verbal and written communication and presentation skills.● A strong drive to deliver timely, high-quality outcomes in everything you do.● Proven ability to adapt quickly and effectively to changing priorities.● A commitment to equity, diversity, and inclusion.● A collaborative work ethic, enabling you to work effectively with colleagues and partnersacross a wide range of projects.● Competent and confident in using standard computer applications.● Achieve a satisfactory enhanced DBS check● Full clean driving license● Confident in using IT platforms, databases, and digital communication tools.Desirable Criteria● A passion for staying up to date with worldwide developments in science, technology,engineering, and maths.● Experience in using spaces to support learning or community development.● Knowledge of sustainability practices in operations and visitor engagement.● Project management qualifications or equivalent experience.● Experience with CRM systems and membership platforms● Experience in science communication or in working with families, adults, and children.● Strong customer service skills and experience.● Level 3 or equivalent qualification in a STEM subject.Working ConditionsThe primary location for this role is Cambridge Science Centre at Trinity Centre, CambridgeScience Park, CB4 0FN; however, travel to secondary sites and the main office will be required.One working weekend per month will also be required.