Visitor Services Manager

The National Horseracing Museum in Newmarket is seeking an enthusiastic, commercially minded, highly motivated and visitor focused Visitor Services Manager to lead its Visitor Services Team and volunteers.This is a hands-on role, responsible for ensuring the Visitor Services Team consistently delivers a warm, welcoming and memorable experience to every visitor from the moment they arrive. The postholder will oversee the day-to-day operation of front-of-house services, admissions, retail, visitor engagement and membership, while maintaining high operational standards and identifying opportunities to grow commercial income in support of the Museum’s charitable objectives.The successful candidate will be an inspirational team leader who leads by example and is passionate about delivering an outstanding visitor experience.DUTIES AND RESPONSIBILITIES:1) To lead, motivate, appraise and line manage the Visitor Services Team including volunteers.2) To ensure the Visitor Services Team offers a warm and friendly welcome and consistently engages with all visitors to the Museum. To monitor feedback, resolve visitor complaints and respond to enquiries efficiently and professionally.3) To manage the daily operation of admissions, retail and front of house services. To include developing rotas to ensure appropriate staffing levels.4) To ensure that the Museum is always well presented with everything in good working order, reporting any issues promptly to the relevant department. Take responsibility for the security of the site including assisting members of the public to leave the building in the event of an emergency.5) To manage Museum’s CRM system, support membership growth and identify and develop opportunities to increase visitor and commercial income. Work collaboratively with the Marketing, Retail and Events teams to maximise the success of campaigns, events, promotions and other income generating initiatives 6) To produce and circulate regular performance reports on visitor numbers, income, membership and visitor satisfaction. Monitor agreed KPIs and ensure operational procedures are updated and consistently followed.7) To carry out any other reasonable duties as requested.SKILLS AND KNOWLEDGE:Experience of managing, motivating and developing a team.Experience working within a visitor attraction, museum, heritage organisation, leisure environment or similar customer-focused organisation.A hands-on approach with the ability and willingness to lead by example. Highly motivated, organised and able to work independently and use own initiative.Passionate about delivering an exceptional visitor experience.Excellent communication and interpersonal skills, with confidence engaging with visitors of all ages and backgrounds.Excellent IT skills, including Microsoft Word, Excel, email and internet applications.Experience using CRM systems and interpreting visitor data.Experience of monitoring KPIs and contributing to budget or financial management.A good understanding of health and safety and emergency procedures.Experience of working with EPOS, CRM or visitor booking systems.Knowledge or interest in horseracing and its heritage.TERMS AND CONDITIONS OF EMPLOYMENTSalary: £28,000 - £30,000 (depending on experience)Hours of Work: Five days, Tuesday to Saturday, 9am to 5pmAnnual Leave: 28 days including public holidaysTo apply, please forward CV and covering letter to: tracey.harding@discovernewmarket.co.uk