Director Of Commercial & Operations

About the Garden Museum

We are a modern and exceptionally entrepreneurial museum, located in Lambeth, with a unique programme of exceptional exhibitions and public events, which celebrates where gardens meet art, architecture, wellbeing, health, food, architecture, design, floristry and more.

We re-opened in June 2017 after receiving an £8.2m redevelopment grant from the National Lottery Heritage Fund. Since then we have welcomed a record number of visitors. In April 2023 we became an Arts Council England (ACE) National Portfolio Organisation for the first time and are at an exciting stage with new capital projects (including a £125k grant from the ACE Capital Investment Programme, for the capital costs of transforming our website which includes development of online retail – a project that our new Director of Commercial and Operations will be a key player in) We also have more exciting exhibitions and other projects planned to engage with audiences of all backgrounds, and more, and this post is a key component to the successful delivery of these, by ensuring the Charity’s commercial revenue success and the delivery of effective support operations to the wider Museum Team.

The Garden Museum and its award-winning Café (which we run ourselves) employ approximately 30 permanent staff, plus a number of casual staff and volunteers. As a result of the skills and strengths of the Museum and Café team, over the past three years visitor numbers and income have significantly increased, our venue hire business is also thriving which significantly contributes to operating income. The Museum group has an annual income of c£3.3m growing from £1.6m in 2028-19.

The Director of Commercial and Operations is part of the Museum’s Senior Leadership Team (SLT) where synergy and communication ensures the co-ordinated delivery of overall organisational objectives and the ongoing success of the Museum (the SLT consists of the Museum Director,  Deputy Director and Director of Finance)  

The Director of Commercial and Operations will have lead responsibility for Commercial Income and Support Operations, developing and supporting the specialist Heads of Department/Managers in the functional areas to reach full potential, while supporting the charitable objectives of the Museum. (All functions within the Museum are supported by an HR Manager, and a Comms/Marketing team and external specialist IT support)

Job Purpose

The Director of Commercial and Operations is responsible for the co-ordinated leadership, capability and success of the Commercial (revenue generating) and also Support Operations at the Museum, with oversight of the following functions, supported by the specialist expertise of a Head of Department or Manager for each:

• Commercial Operations and Income: Visitor Experience & Satisfaction, Front of House, Volunteering, Retail Venue Hire & Cafe
• Support Operations: Facilities (inc. Building Management & Maintenance, Security, IT & Health & Safety/Risk) Human Resources

To effectively Line Manage and coach 6 Direct Reports to ensure the achievement of existing and development of team-specific KPIs/Objectives, cross-museum operational cohesion and the fulfilment of Compliance and Risk Management requirements.

To identify and develop for and with your teams:

• Commercial Operations: New business ideas and income streams
• Support Operations: Enhanced process/cost saving efficiencies.

Specifically:

Commercial:

• Meet and develop Key Performance Indicators (KPIs), including Financial, Operational, Visitor-satisfaction, Membership and Ticketing KPIs. Report regularly on performance against KPIs.
• Identify, encourage and support new ideas and initiatives that would increase income generation and profit margins, within the context of the Museum’s charitable objectives; identify and implement operational savings and productivity gains, and encourage the team to do the same.
• Have oversight responsibility for budget management within Commercial and Operations, reporting regularly to the Director of Finance and Director, and as necessary to the Executive Committee and Trustees on overall financial position and health
• Identify and mitigate financial risk, and ensure compliance.
• Encourage their Head of Departments and Managers to take ownership of and effectively manage their own budgets.  

Team:

• Direct, motivate and support the team to meet KPIs and drive growth and efficiency (this will be one of the most important elements of the role).
• Lead your direct reports (with talented and energetic teams), take responsibility for recruiting (in liaison with the HR Manager), training, managing, motivating and developing individuals, and encouraging team building and working towards joint goals – both amongst direct reports, and with the wider team. 
• Work closely with the Museum Director and Museum Deputy Director to deliver the Museum’s overall vision and strategy; act as a sounding board and critical friend to both; ensure that work aligns with and supports that of other departments, both in terms of ethos and branding, and practical implementation.

Visitor:

• Ensure the integrity of the fabric of the buildings and garden, and the proper functioning of all infrastructure and facilities to ensure security and safety of staff and visitors, collections, and other assets. 
• Promote the highest standards of visitor service across all areas of the Museum; ensure staff and volunteers are sufficiently trained and motivated to uphold those standards; and ensure that resource and infrastructure are in place to uphold those standards.

Skills and Experience Required

Our ideal candidate is already a successful Director of (or Head of) Commercial & Operations, preferably within a Museum, Heritage, Horticultural (including Commercial) or Garden Centre organisation.

It is essential to have proven skills, experience and knowledge in the following areas:

• Directing and Driving Financial Performance in Commercial Operations: Entrepreneurial, organised and a natural multi-tasker, highly motivated to achieve results, Have a solid track record of success in the achievement and development of Commercial revenue growth.
• Excellent Team Leadership: A respected manager of people; able to confidently lead, support and empower. Can demonstrate a commitment to getting the best out of people. Experienced at encouraging productivity and performance from their team, while supporting team wellbeing, personal development and job satisfaction
• Technical skills: Possess a strong commercial acumen and financial awareness. Understands Legal Compliance and Reporting obligations (Statutory and Charity) Has an eye for detail and accuracy, confident with spreadsheets and budget management, awareness of obligations regarding Health and Safety and Data Protection regulations.
• Visitor Service: Our ideal candidate will be able to demonstrate experience of delivering high standards of visitor service or customer service in a public facing organisation, and a strong understanding of how to measure and manage performance in this area and ensure fulfilment of Security and Health and Safety obligations.
• Supporting charitable objectives: Understanding what it means to deliver commercial performance within the context of a charitable/cultural organisation, with learning and engagement at its heart. Being cognisant of contemporary thinking and best practice around the purpose and function of museums in the 21^st century, or demonstrating a willingness to learn, will be an advantage.

Our ideal candidate will also be:

• Insightful and innovative, an influential leader with the ability to successfully operate at both strategic and operational levels.
• A confident decision maker and forward thinker, who encourages the same characteristics within their team
• Calm, able to respond positively to challenges, and to inspire confidence in the team
• Able to handle high levels of pressure and critical decision-making, always operating with the utmost integrity and discretion.
• A strong communicator, and able to articulate key messages to staff, volunteers, senior managers and Trustees both in person and in writing
• An empathetic colleague and team member, who can listen and support, but not be afraid to challenge, and take challenge, when appropriate.
• Possess strong IT skills (Intermediate to advanced Excel, Word and PowerPoint) and open-minded to the benefits of new technologies. 
• High integrity and openness combined with commitment to good governance.
• Versatile team player in multiple roles.
• Highly committed to Equality, Diversity and Inclusion, actively ensuring everyone is treated with respect and dignity, and providing equal opportunity for all, both within the organisation and in our external community. 

Application Process Please email a CV and covering letter outlining your suitability, skills and experience in relation to the job description by an email via the button below.

Please ensure you mark the subject box: 

DIRECTOR OF COMMERCIAL & OPERATIONS  

Closing date for applications:midnight,Monday, 27^th May 2024.

We regret that we are unable to respond to all applicants, you will only hear from us if we wish to invite you to interview (1st stage interviews will take place on 10th June)

Equal Opportunities

The Garden Museum aims to be an inclusive organisation where everyone is treated with respect and dignity, and where there is equal opportunity for all. The Garden Museum respects and values diverse characteristics. We are committed to positively engaging and celebrating the differences of our diverse staff and users, to enable us to achieve our aims within the organisation and the external community.