Visitor Operations & Experience Manager - National Trust : Job Details

We're looking for a Visitor Operations and Experience Manager to join our team. As a member of the Property Leadership Team (PLT) you'll be responsible for the effective operation of the overall property and the delivery of the Property Business Plan. You will be responsible for leading and delivering a quality visitor experience at The Vyne, a property which currently welcomes 180,000 visitors a year. 

This is a fixed term contract due to end when the previous employee returns from maternity leave.  At this point we cannot confirm exactly how long this contract will last, but it is unlikely to be more than 12 months.

Leading a team of five direct reports who manage the visitor facing teams at The Vyne, you'll oversee the visitor journey whether online, onsite or events and exhibitions. You'll work closely with the General Manager and the PLT to plan and deliver the best visitor experience on property

You'll enjoy fun and diverse work within a friendly, lively and delivery focused team. We work hard but with a smile, making time to enjoy the privilege of being guardians of such a special place, steeped in over 500 years of history.    

Click here for more information about this location

Reporting to the General Manager, you'll be responsible for improving the visitor journey and visitor programming in order to meet the needs of existing and new audiences. You'll lead for quality standards in interpretation, presentation and service culture across all aspects of the operation. 

You'll lead a team to engage with local communities with the National Trust’s work building partnerships and new ways of working. You’ll plan new visitor experiences, both temporary and more permanent, utilising exhibition spaces to tell untold stories of a house and its remarkable collection. You’ll ensure that our volunteers have the best experience whilst supporting us and play a big part in ensuring the financial success of the business, with responsibility for overseeing income received from Membership sales, events and fundraising.

• An inclusive, capable & 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 & 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
• Organised with a track record of being a strategic problem solver and planner
• A problem solver who seeks solutions
• A creative leader in innovative programming

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)

•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

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