Visitor Experience Manager

Key Accountabilities:

To be responsible for the recruitment, induction, training and development of a team of Visitor Experience Team Leaders (Duty Managers) and Visitor Experience Assistants.
To be responsible for the ongoing performance management, support and professional development of a team of Visitor Experience Team Leaders (Duty Managers) and Visitor Experience Assistants.
To promote a culture of security and safety throughout the Visitor Experience team ensuring all team members understand their responsibility as the Gallery’s front line of security and safety.
To lead, empower and encourage the team to be enterprising and to achieve agreed income targets across general donations, memberships and other revenue streams
To develop and deliver daily briefings to all team members, ensuring information is clear and accurate. Working closely with colleagues in the Gallery’s Learning, Exhibitions, and Communications and Curatorial teams to ensure all Gallery activity is communicated.
To promote the team knowledge and understanding of the Gallery’s collection and interpretation through training, information sharing and through the Visitor Experience Talks & Tours programme.
To oversee the Duty Management function of the National Portrait Gallery, working closely with the Head of Operations & Estates and Head of Visitor Experience to ensure appropriate incident response procedures are in place.
To act as Duty Manager when required on a regular basis setting an example for the Visitor Experience Team Leaders (Duty Managers), taking overall responsibility for all public and collections safety and security during public opening hours. To act as the incident controller when Duty Manager ensuring all incident response procedures are followed.
To support the Ticketing Operations Manager with the day-to-day management of the Gallery’s Ticket Desk, Cloakroom and Contact Centre providing cover when they are absent.

Museum Website: https://candidate.hr-manager.net/ApplicationInit.aspx?cid=2833&ProjectId=143702&DepartmentId=18956&MediaId=5