Visitor Experience Manager

Visitor Experience Manager

The role

We are seeking an experienced Visitor Experience Manager to play a vital role in leading and shaping the visitor journey at Waddesdon Manor. You will be responsible for developing a culture of 'exceptional service, every time, for everyone,' and will act as an ambassador for our visitors across the property. You'll ensure that visitors needs and expectations are embedded at the heart of all operations.

Overseeing the house-based visitor operations and leading a seamless visitor engagement program - including tours, walks, and talks - this role ensures diverse audiences have an exceptional and inspiring experience. By maintaining a consistently high standard of welcome and storytelling, you enhance visitor satisfaction.

You'll play a key role in the growth and evolution of the visitor Experience department, driving excellence in operations, recruitment, training, customer service, and engagement initiatives. With a strong understanding of heritage best practices, you will contribute to shaping the Visitor Experience strategy, ensuring long-term success and the achievement of key performance indicators.

You will be a great fit if...

You are a highly motivated, dynamic, and experience individual with a passion for heritage, culture, and visitor engagement. A strong leader who thrives in a fast-paced, public-facing environment, with the ability to inspire and influence others.

• Operational Leadership: minimum of 3 years' experience in operational and line management within a fast-paced, visitor-focused environment, ideally in the heritage or museum sector
• Volunteer management: Experience in leading and engaging volunteers, with an understanding of how to effectively motivate, recognise, and reward their contribution
• Strategic Contribution: Strong time management, project management, organisational and problem-solving skills. Familiar with best practices and trends in museums, heritage and visitor attractions, with experience driving operational improvements.
• Communication & Public Engagement: Strong written and interpersonal skills, with experience in public speaking, guiding, or presenting. Ability to remain calm and confident under pressure.
• Financial & Technical Proficiency: Some experience in budget management and commercial awareness. Strong IT skills, particularly in Microsoft Office, with familiarity in POS and ticketing platforms.

What we can offer you

We are proud of where we work and want to share Waddesdon Manor with family and friends by offering a number of complimentary tickets to the house and grounds.

• Waddesdon Discounts 
• Staff Card - A National Trust staff card entitles two adults and children under 18 years of age free admission to all National Trust properties and 20% discount in NT retail and catering outlets.
• Annual Leave - On starting with us, you will receive 25 days annual leave per year plus 8 public holidays pro-rata. Stay with us for 3 years and this rises to 28 days, 30 days after five years and 32 days after 10 years.
• Sick pay 
• Pension - We will top up your pension by matching any contribution you make, up to 10% of your basic salary.
• Life Assurance
• Mental Health and Wellbeing Support – access to a wellbeing platform and fully funded 1:1 counselling service.
• Enhanced Maternity and Paternity pay

How to Apply

Please submit a current CV and covering letter explaining how your experience and skills match those outlined in the job description.

The closing date for this role is 30 March 2025.

Please download the supporting document to see the full job description.