Visitor Operations & Experience Manager

Summary

***Internal Applicants only***

We have an opportunity for a Visitor Operations and Experience Manager to lead our Visitor Experience team to deliver an excellent visitor experience. This role is fixed term and reports to the permanent Grade 6 Visitor Operations and Experience Manager role, which is temporarily taking on more responsibilities across the portfolio while the General Manager is focussing on developing the offer at Bath Assembly Rooms.

If you are energetic, thoughtful, and have a great understanding of developing high-quality visitor experiences and inspiring others, we would love to hear from you.

This role line-manages our Welcome Manager and two Senior Visitor Experience Officers. The Welcome Manager leads our reception teams across Dyrham Park and Prior Park to deliver excellent customer service and to achieve targets for membership recruitment, Gift Aid on Entry and donations. One Senior Visitor Experience Officer leads a team to create year-long programming across several sites, deepening engagement of visitors with these special places and increasing visitor numbers by creating reasons to return. The other Senior Visitor Experience Officer manages a large team of volunteers to deliver excellent service and interpretation in the mansion at Dyrham and ensures smooth daily operations of the site. This role will require a strong understanding of the relevant areas of visitor experience (front-line service, programming and interpretation, and daily operations) as well as confident leadership skills to develop and inspire these direct reports.

This role will work with team members and the Property Leadership team across Dyrham Park, Prior Park, Bath Skyline and Bathampton Meadows to create an engaging offer for visitors. You will need to be able to balance your time carefully to meet the needs of the different sites and to be able to confidently inspire and influence other departments to deliver a great visitor experience.

The working pattern for this role includes working one full weekend in three.

What it's like to work here

Dyrham Park has recently completed a £3.3m transformation of the presentation and interpretation of the house, including the delivery of a new exhibition space, redecoration, conservation, new lighting and new interpretation throughout. In the parkland, Dyrham has also recently opened a new play area and café at Old Lodge, whilst our project to transform the West Garden is ongoing with the new parterre due to be completed in spring 2024. This role also has responsibility for managing the visitor experience across Prior Park Landscape Garden which recently completed a major project to restore the eighteenth century dams, Bath Skyline and Bathampton Meadows. Whilst this role has no direct responsibility for Bath Assembly Rooms, you’ll also work with this property as part of the wider portfolio leadership team. 

What you'll be doing

Our teams aim to delight our visitors by delivering experiences that move, teach and inspire, and as our Visitor Experience and Operations Manager, you’ll be at the forefront of leading this. You need to be an inspiring leader. This role involves motivating a large team of staff and volunteers to deliver our busy day- to-day Visitor Operations and ensure excellent customer care is maintained throughout the property. It also involves devising and delivering programming that will attract new and existing audiences and contribute to the financial success of the property. Managing a budget of over £1m, you’ll know how to manage finances to deliver fund-raising targets and control costs. The role is part of the Property Leadership Team and reports to the grade 6 Visitor Operations and Experience Manager. As such you will play your part in strategic decision-making across the property and use influencing skills to deliver your specific areas of leadership through others. You will also act as day duty manager for the property when required. The working pattern for this role includes working one full weekend in three.

Who we're looking for

• experience coaching and developing teams

• experience of developing audiences through programming and interpretation 

• take pride in delivering excellent customer service

• experience managing budgets and delivering financial targets 

• demonstrate an ability to manage day to day operations while having a strategic eye to the future

• skilled in collaborating with internal and external partners

The package

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 important 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.

• Substantial pension scheme of up to 10% basic salary

• Free entry to National Trust places for you, a guest and your children (under 18)

• Tax-free childcare scheme

• Rental deposit loan scheme

• Season ticket loan

• 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

• Independent financial advice

Click here to find out more about the benefits we offer to support you.