Visitor Experience Operations Manager

Working as part of a Visitor Experience management team with Duty Managers, this role is one integrated into the management rota across each week. The VEOM will lead this management team and the oversee the line management of the wider Visitor Experience team working with the Duty Managers on the day-to-day and season-to-season management of the Gallery operations.

Key areas of responsibility include:
Staff
To manage staff effectively so that the fundamentals of the operation and key priorities are addressed.
To be responsible for the achievement of high visitor service standards by the team.
To recruit, interview, appoint, and retain good candidates for all roles in the Visitor Experience team.
To lead a team consisting of Duty Managers and Assistants including identifying all training and development needs.
Manage the accomplishment of all minimum performance standards by staff – attendance, dress code, customer service, productivity and effectiveness.

Visitor Experience
Lead the Visitor Experience team on promoting paid exhibition and maximising ticket sales.
Oversee all security arrangements for the safety of staff and visitors.
Oversee the process of conducting surveys of visitors to gather data.

Events staffing
To work with the Head of Events to arrange staffing and working hours for upcoming events.
Work with the Events team to deliver a successful event for clients and guests, with appropriate engagement from the VE team.

Building Maintenance
Carry out daily and weekly building checks
Work with the Facilities Managers to log maintenance issues.

Revenue Generation
To optimize the sale of admission tickets to ticketed exhibitions and events at the Gallery.
To work with the Duty managers on the training of staff to optimize donations and Gift-Aid declarations.

Reporting & IT
To lead and oversee on the compilation and submission of all data to senior management and other departments.