Visitor Experience Manager
The Stirling Smith Art Gallery and Museum
Full-time | 35 Hours per Week | Fixed-Term for Two Years
Salary: £30,000 per annum
Job Purpose
The Visitor Experience Manager is responsible for leading and developing the museum's visitor-facing operations, ensuring all visitors receive a welcoming, engaging, accessible, and high-quality experience. The role combines visitor services, operational management, team leadership, retail oversight, public engagement, and commercial development. The postholder will oversee reception, visitor flow, shop operations, bookings, and public areas to maintain high standards of customer care, presentation, and service across the museum. The Visitor Experience Manager will play an important role in shaping the overall visitor journey while supporting the museum's public engagement, commercial sustainability, and community objectives. Working closely with colleagues, volunteers, schools, community groups, visitors, and external partners, the postholder will help ensure the smooth and effective operation of the museum and contribute to the continued development of visitor experience and engagement activity.
Key Responsibilities Visitor Experience and Front of House Operations
* Lead the daily operation of visitor-facing services, ensuring a warm, professional, and inclusive welcome for all visitors.
* Manage the welcome desk and oversee visitor flow throughout the museum.
* Ensure galleries, reception, shop, and public areas are clean, safe, accessible, and well presented.
* Provide visitors with accurate and engaging information about exhibitions, collections, events, activities, and museum facilities.
* Handle visitor enquiries, feedback, and complaints professionally and efficiently.
* Monitor visitor feedback and identify opportunities to improve the visitor experience and visitor journey.
* Support the smooth delivery of exhibitions, events, school visits, learning activity, and busy visitor periods.
* Support the delivery of engaging and accessible visitor experiences across the museum's exhibitions, programmes, and events.
Team Leadership and Volunteer Coordination
* Recruit, train, supervise, schedule, and support front-of-house staff and volunteers.
* Prepare staff and volunteer rotas to ensure effective operational cover.
* Lead and motivate staff and volunteers to deliver consistently high standards of customer service and visitor engagement.
* Provide inductions and ongoing training in visitor services, accessibility, safeguarding, and museum procedures.
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