Visitor Operations Manager

Visitor Operations Manager (Grade 7)
Location: Bloomsbury, London
Contract: Full-time (36.5 hours per week, Tuesday–Saturday)
Duration: Fixed-term (9 months)
Working Pattern: On-site only

About the Role

The Visitor Operations Manager will lead the delivery of a high-quality visitor experience across three museum sites. You will manage front-of-house operations, supervise visitor services staff and volunteers, and act as Duty Manager during public opening hours.

This is a hands-on leadership role combining operational management, team leadership, and visitor experience oversight in a busy cultural environment.

Key Responsibilities

• Deliver a consistently high-quality visitor experience across all museum sites
• Manage day-to-day front-of-house operations and resolve operational issues
• Act as Duty Manager across all public opening hours
• Maintain and implement standard operating procedures
• Line manage Visitor Services Assistants and volunteers
• Conduct performance reviews and support staff development
• Promote a positive, inclusive team culture
• Oversee retail operations, stock control, and income generation
• Support venue hire and event delivery
• Ensure accurate cash handling, reconciliation, and financial compliance
• Promote and maintain health, safety, and security standards
• Support incident response and business continuity procedures
• Monitor visitor data, footfall, and commercial performance
• Produce reports to support operational decision-making
• Collaborate with curatorial, estates, security, and engagement teams

Person Specification

• Experience managing visitor-facing teams in museums, galleries, heritage, or similar environments
• Experience acting as Duty Manager in a public-facing setting
• Knowledge of health, safety, and security procedures
• Experience in retail or commercial operations within a visitor context
• Experience managing staff and volunteers
• Strong customer service and visitor experience focus
• Excellent communication and interpersonal skills
• Ability to analyse and report on visitor or commercial data
• Good IT and digital skills
• Commitment to access, inclusion, and equality
• Calm, confident decision-making in operational situations

Salary & Benefits

• £23.11 PAYE / £31.55 LTD per hour
• 36.5 hours per week
• Work across internationally significant museum collections

How to Apply

Submit a CV and supporting statement demonstrating how you meet the essential criteria. Applicants should provide clear examples aligned to each requirement.