Visitor Experience Manager

Waddesdon Manor is managed by The Rothschild Foundation. Please click here for more information.

The Visitor Experience Manager (VEM) is an integral part of the management team responsible for the oversight of a seamless House visit and visitor engagement programme during varied opening hours throughout the year to ensure that every aspect of the experience is taken into account. The VEM will act as an ambassador for our visitors across the property, embedding their needs and expectations at the heart of the visitor experience. With oversight of the house-based visitor operation and shouldering direct responsibility for the seamless visitor engagement programme, you’ll enable a broad range of audiences to have an outstanding and inspirational visit through the consistent quality of our welcome and the stories we tell.

 *We will not be accepting applications via this website. In order to be considered for this role, please submit your CV and covering letter by email to .uk.  Applications made via National Trust Jobs will not be considered.

Waddesdon is an historic house and garden open to the public. Waddesdon’s collections are exceptionally rich in fine and decorative arts of the 18th century, assembled by three generations of the Rothschild family. Since 1957 the Manor has been owned by the National Trust and today it is managed by a charitable trust, The Rothschild Foundation, under the chairmanship of Lord Rothschild. Waddesdon welcomes over 350,000 visitors to the property each year and we offer a programme of changing exhibitions, talks and tours, family activities and public events. The income from our shops, restaurants, events, and filming helps support opening the Manor to the public, our education programme, and the care of the buildings, collections, and gardens.

 This is a full-time property-based role, with a minimum of 37.5 hours per week, Wednesday-Sunday.

You’ll play an important role in the growth and development of the Visitor Experience department, championing excellence in operational delivery, recruitment, training, customer best practice, and engagement initiatives. Using your knowledge and understanding of best practice within the sector, you will play an integral part in developing the Visitor Experience strategy and helping to future proof department objectives and delivery of KPIs.

You’ll be expected to create operational House planning documents, and updating them regularly following operational changes. An important part of the role is to look strategically to future proof the house-based visitor operation, regularly benchmarking against other leading properties and implementing changes where necessary. You’ll be the point of escalation for the visitor experience team, confidently responding to any in-person visitor feedback or complaints. You will resolve any issues raised and escalate them with suggestions for improvement where necessary.

By liaising between teams and departments, like booking coordinators and private events, you will act as a central point of contact to ensure spaces and resources are efficiently managed in a timely manner. You will conduct informative briefing for staff and volunteer teams ahead of tours and walks, and provide motivational and supportive line management to guide and volunteer teams. It is also your role to contribute to the implementation of staffing plans to ensure all aspects of the visitor operation are sufficiently resourced and align with agreed budgets.