Deputy Visitor Experience Manager

Overview

With approximately seventy-five Visitor Experience Assistants and over fifty Welcomer Volunteers, the Visitor Experience department is the largest team in the museum and is responsible for welcoming and engaging all visitors, supporting the delivery of exhibitions, programmes and events and maximising income from tickets, membership sales and donations.

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Job scope

They have responsibility for a team of Assistant Visitor Experience Managers (AVEMs) and will be committed to providing the best welcome and engaging customer service to our visitors, whilst supporting teams across the museum in ensuring the building is always well-presented. They will work closely with the team to successfully deliver KPI targets and maximise visitor income.

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Job description

*The complete job description and person specification is available to download on our careers portal.

Leadership

• Support the Visitor Experience & Operations Manager in the strategic and day-to-day leadership of the department, contributing to planning, decision-making, and the continuous improvement of visitor experience standards and commercial performance.
• Play a key role in designing and delivering engagement and training initiatives that inspire the team and support income generation through ticket sales, membership, donations, and upselling.

Resource management

• Work alongside the wider team to carry out recruitment, induction, absence, and performance management.
• Create and manage the department master rota within agreed staffing levels for core museum activity, public programme, and events.

Visitor experience

• Model how to achieve the museum’s standards of service, welcome, engagement and up-selling culture for all Visitor Experience team members. Understand who the museum’s audiences are and support the team to meet and exceed their expectations.
• Champion the visitor and ensure visitor expectations and needs are discussed at cross-departmental meetings.

Duty management

• Assist the Visitor Experience & Operations Manager in regular review of the duty management procedures and suggest ways to improve efficiency, safety, and visitor experience standards.
• Ensure the Assistant Visitor Experience Managers are briefed and trained in changes to operational procedures.
• Undertake regular duty management shifts: this role requires regular early starts and late finishes on a rota basis.

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Person specification

Essential - Experience, Knowledge and Skills

• Experience of delivery of excellent customer service in a public-facing environment with practical experience of leading, managing, and motivating customer-facing teams and individuals.
• Experience of managing a complex rota and payroll procedure.
• Extensive duty management experience including health and safety, security, and cash handling responsibility in a public-facing environment.
• Ability to enthuse, motivate and inspire others through excellent communication and strong interpersonal skills.
• Ability to build strong relationships at all levels internally and externally and shows a willingness to collaborate with and support others.
• A passion for exceeding visitor expectations, willingness to go beyond core duties to ensure an excellent experience and achieve this culture in others.

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Salary: up to £31,500 per annum, dependent on experience

Holidays: 25 days per annum + Christmas eve (museum closed)

Hours: 35 hours per week, 5 days per week, on a rota basis, including weekends, evenings, and bank holidays

Location: On-site at the Design Museum, Kensington

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Closing date: Monday 23 June, midnight 

Interviews: w/c Monday 30 June

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Application process

For all the latest job vacancies at the Design Museum, please visit our Careers page to apply via our online portal: https://careers.designmuseum.org/vacancies

If you encounter any issues while completing your application, please email peopleteam@designmuseum.org before the vacancy closing date. We will be in touch as soon as possible; (please note the inbox is monitored Monday-Friday).