Visitor Experience Manager
About The Role
This opportunity is available due to the growth in our operational requirements. In this role, you’ll be at the forefront of developing our visitor experience. You will be responsible for project delivery and operational duty management of the museum visitor experience team, leading the team to exceed expectations while embodying our inclusive values. With a strong commitment to high-quality presentation and accessibility across the entire visitor journey, you’ll ensure every visitor feels welcomed and engaged. This position involves acting as Duty Manager on a rotating roster, which includes weekends, evenings, and bank holidays, shared with another Duty Manager.
Your role will focus on providing consistent, inspirational visits through excellent operational delivery and storytelling. You will do this by acting on visitor feedback to improve the experience and empowering and training a team based on their strengths to deliver a range of visitor interactions, from guided tours to maximising secondary spend opportunities.
Working alongside the existing Visitor Experience Manager, you will share duty management cover, deliver on key projects, and contribute to the growth and development of the department, championing best practices in recruitment, training, customer service, and engagement initiatives.
About Us
We bring the fascinating story of Silverstone and its association with British motor sport to life through a dynamic, interactive and compelling visitor experience, all housed in a restored WWII aircraft hangar. Whether it’s immersing our visitors in our journey from a Benedictine Monastery to WWII airbase and finally the home of British motor sport, to getting up close and personal to some of the world’s best racing cars and motorcycles, plus walking part of the former F1 circuit, we offer a diverse and multi-experiential day out.
Set up as a Community Benefit Society, our mission goes way beyond simply running an awe-inspiring visitor attraction. We have a strong commitment to preservation, conservation, education and inspiring the next generation in the world of science, technology and engineering.
About You
The ideal candidate will leverage their deep knowledge and understanding of best practices within the sector to contribute significantly to the development of our visitor experience strategy. They will help future-proof departmental objectives and drive the successful delivery of KPIs. This role will involve working on a rota basis, 5 days out of 7 throughout the year and requires someone who is experienced in managing a daily visitor operation, maximising the use of staffing and resources across the operation.
The ideal candidate will have:
- Exceptional customer service skills with a passion for creating outstanding visitor experiences.
- Excellent written and verbal communication skills, with the ability to engage with visitors and staff at all levels.
- Full computer literacy, confident in using Office 365 and willing to be trained on relevant systems.
- First Aid training or be willing to work towards certification.
- An ability to work effectively under pressure, maintain flexibility, and prioritise tasks to meet deadlines.
- Strong interpersonal and presentation skills, demonstrating a professional and approachable demeanour at all times.
- Proven leadership experience, with the ability to manage and inspire a team to deliver results.
- Previous experience in a visitor attraction or fast-paced environment (essential).
- Experience in events hospitality (highly desirable).
If you thrive in a dynamic, high-energy environment and are committed to ensuring an exceptional visitor experience, we would love to hear from you!
The Benefits
As well as the opportunity to get in the driving seat of an evolving and exciting business, a not-for-profit organisation delivering a positive impact to the local community and cherishing the history and heritage of the Silverstone story, we offer a competitive salary, pension plan, and a range of employee discounts and of course the opportunity to join a vibrant organisation at the home of British motor racing.
The application
Selection process:
The closing date for applications is 31 January 2025
Application:
Please submit your application and any enquiries to: recruitment@silverstonemuseum.co.uk
Please enclose a CV along with a supporting statement explaining how your personal skills, qualities and experience provide evidence of your suitability – and your passion – for this role.
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