Visitor Experience Manager (Fixed Term)

Job Description

About Us

We are a world-class visitor attraction and leading science research centre. We use the Museum's unique collections and our unrivalled expertise to tackle the biggest challenges facing the world today. We care for more than 80 million objects spanning billions of years and welcome more than five million visitors annually and 16 million visits to our website.

Today the Museum is more relevant and influential than ever. By attracting people from a range of backgrounds to work for us, we can continue to look at the world with fresh eyes and find new ways of doing things.

We employ 900 staff in a variety of roles, all united by our vision of a future where people and planet thrive. We need everyone to have the passion and drive to help us with our mission to create advocates for our planet and inspire millions to care about the natural world.

Diversity and inclusion matter to us.

Our vision is of a future where both people and the planet thrive. Diversity is one of our core values and we strive to build a workplace where everyone feels a sense of belonging. All new staff who join us learn about the importance of diversity and inclusion to the Museum and how to contribute to creating an inclusive environment.

We know we have more to do, but we are committed to ensuring that everyone who works at the Museum feels they can thrive and feel valued and respected.

About the role

The Natural History Museum welcomes up to 5 million visitors a year, we aim to deliver a friendly, engaging, and memorable experience to everyone.

The Visitor Experience team is a pivotal part of the Museums day-to-day operation, being the first point of contact for those visiting the Museum.

This role will be responsible for the delivery of an outstanding visitor welcome, commercial activity, leading and motivating a large and diverse team, and overseeing the gallery operations, holding responsibility for the opening & closing of the museum, the safety of our visitors and the running of the daily operations.

About you

The successful candidate will be an experienced and confident leader, focused on driving performance and encouraging a consistently excellent level of customer service from the team.

With previous experience leading a team. you will already be a natural communicator, highly skilled in driving performance and setting clear and assertive direction. To thrive in this role, you will be adept at building positive relationships across all levels of the organisation and have strong interpersonal skills.

Excellent organisational and delegation skills, with the ability to prioritise a busy workload with deadlines are integral to successfully fulfilling this role.

An enthusiasm for the Natural History Museum and the natural world, as well as acting as an ambassador and champion for our brand, reputation and values are essential.

Management experience is desired, but as a fixed-term opportunity this role would also be suitable for someone with some supervisory/team leading experience looking to take the next step in their career.

Thriving at the Museum: the way we work

We are proud to work at the Museum and have identified the qualities we all need to embody to reach our shared ambition. This sits alongside the Museum’s values and forms the framework for the way we work.

Find out more here

What we offer

• 27.5 days holiday plus 8 bank holidays (full time equivalent)
• Generous defined contribution Natural History Museum Pension Scheme (employer contribution 4 - 10%)
• Season ticket, bicycle and rental loan
• Life insurance
• Free admission to our exhibitions and many other paid exhibitions at museums, galleries and institutions across London and the UK.
• Staff discount at our Museum shops and cafes
• We offer a wide variety of training initiatives and opportunities to build skills. Investing in staff development is important to us, and we are ambitious about helping staff to grow and fulfil their potential.
• Affordable membership to the Civil Service Sports Council which offers a range of benefits including an extensive list of special offers and reduced entry fees at a selection of cinema chains, theme parks, theatres, retailers and supermarkets. It also provides entry to up to 300 English Heritage sites and other national treasures. For more details, visit https://www.cssc.co.uk
• Membership to our Sports and Social Association (for a small fee), which includes access to our in-house gym and clubs such as football, softball, table tennis and tennis and classes in Middle Eastern dance, yoga and Tai Chi