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DATE ADDED: Sat 08/02/2020

Visitor Operations & Experience Manager

Eel Pie Island, UK


JOB TYPE: Permanent, FullTime


Do you love creating experiences that make peoples’ day?  Can you manage and inspire a team? Can you recognise a great story and use it to promote our cause?  We are looking for someone to champion the visitor at Ham House and garden, and to help us develop programmes and experiences that are relevant and connect us with our local audiences. We want someone who will ensure every aspect of the visitor operation at Ham is the very best it can be.

Known as Visitor Operations and Experience Manager, you will be leading and delivering a quality visitor experience, visitor journey and visitor programme at Ham.  This is a fantastic varied and rewarding role that requires vision and attention to detail, quick-thinking and taking a long-term perspective.

If you are a proven operational manager, comfortable with business planning, enjoy developing relatable and relevant programmes, then we want to hear from you.

*Offering a competitive market salary of up to £35,000 (inclusive of London Weighting) depending on skills & experience, plus an impressive benefits package including a health cash plan, contributory pension of up to 10% and a range of work perks. National Trust is a diverse and inclusive employer who seeks to support of its employees, albeit via internal development and a range of well-being programmes.*

**What it's like to work here**

There had never been a better time to work in London for the National Trust.  Our plan’s purpose is all about advancing wellbeing and we know that places like Ham can genuinely make a difference to people’s quality of life. We are striving to put our audience and supporters at the heart of everything we do.  We may look after an extraordinary 17th Century mansion and garden, but the experiences we offer are for a demanding 21st century visitor.

We are open 363 days a year and growing our visitor numbers, from local families and independent adults to urban audiences too.  We are proud to look after a place of international significance, but our focus is firmly on becoming locally loved and relevant too.

Please note that you will be part of a site wide duty rota to manage the property, working bank holidays and weekends on a rota basis.

**What you'll be doing**

No day will be the same here as this role mixes creative thinking with hands on delivery.  You will be a member of the Portfolio Leadership Team, with 3 direct reports and a wider team of up to 20 volunteers and staff. 

You’ll be:

* Analysing and interpreting audience data, championing the audience voice and working with the Portfolio Leadership Team to improve the visitor journey and visitor programme in response to new and existing audience needs. * Leading the process in developing a high quality, community relevant three-year visitor and events plans, working with our House and Garden teams, as well as expert Curators to celebrate the rich history and powerful stories of Ham in a way that speaks to a contemporary audience. * Ensure our experiences are well planned, promoted and delivered to a high standard. * Lead our commitment to quality in presentation and service, to help people access, enjoy and benefit from our places 363 days of the year. * Working with your team to deliver targets to grow support for our work through our membership, retail and PR/ Marketing plans.

**Who we're looking for**

You will have the following skills & experience, but not limited to:

* Events / marketing, arts, heritage or visitor operational background * Excellent leader and line manager with coaching skills * Customer and community aware and service focused * Strong financial acumen, target driven, self-motivated * Experienced communicator * Experience of drawing on audience/ community research to inform visitor programmes * Experience brokering or procuring services to enhance visitor programme or experience * Experience developing and implementing business changes/ programmes to deliver growth * Excellent knowledge of innovative programming and community work amongst competitors

Please see the full Role Profile and description of our Property Leadership Team attached

**The package**


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

Benefits include **flexible working** whenever possible plus **free parking** at most locations. You’ll be entitled to **discounts** in high street stores and cinemas, National Trust shops and NT cafes, and have free entry to NT properties for you, a guest and your children (under 18).

Your health and wellbeing is important to us and is supported through **generous annual leave** and the option to buy additional days (minimum contract length applies), a **cycle to work** scheme, **subsidised health cash plan** and confidential access to a **free support service** 24 hours a day should you need it.

Your future financial health is helped by an employer matched - up to 10% of basic salary - contributory **pension scheme** and you can further your career with **training and development** tailored to you.

All of this and the opportunity to give something back to your community with up to **5 days of paid volunteering per year** !

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