Visitor Experience Manager (NDC)

Visitor Experience Manager (NDC) (27761)
Newbury, England
Salary:
GBP21600 - GBP21600 per annum + Generous annual leave and benefits package
Job PurposeAccountable for overseeing the visitor experience at the Nature Discovery Centre, Thatcham. The role involves developing and implementing strategies to enhance visitor engagement & satisfaction.In practical terms this means you will look at every touchpoint of the visitor journey and ensure it is engaging and inspires people to act for nature.Reporting LineThe postholder reports to the Visitor Operations ManagerLine ManagementThis post has no line management reportsKey tasksVisitor Experience and Safety• Developing and implementing strategies and initiatives to enhance the overall visitor journey and satisfaction• Managing the Visitor Centre's Social Media & Marketing and its impact on visitor engagement• Working with the Communications team to promote wider activities on site• Coordinating a team of volunteers, providing management, guidance, and training to ensure exceptional visitor service• Conducting regular assessments and evaluations to measure visitor satisfaction and identifying areas for improvement• Staying updated on current trends and best practices in visitor management & conservation• Assisting with drafting and delivering against the centre’s budgets• Acting as Visitor Centre Duty Manager as needed (including regular weekend working and occasional Bank Holidays)Commercial success and innovation• Ensuring all Health and Safety measures are being followed• Ensuring an engaging and inspiring visitor journey, which will include a programme of events for all ages• Ensuring appropriate staff and volunteer resources are in place to boost operations across the centre and site• Assisting the Visitor Operations Manager with innovative approaches to developing the Visitor Centre’s commercial activities to ensure it can cover its own costs and boost BBOWTs wider workGeneral• Working closely with other staff in order to maintain standards and ensure policy compliance. In particular in relation to;- external (nature reserve) and internal (facilities) site management- interpretation and access- membership recruitment- and finance.This will involve occasional travel to other offices/centres within our three counties• Maintaining awareness of all relevant legislation and ensuring ongoing compliance• Adhering to all our organisational policies, procedures and systems• Representing the organisation in a professional manner• Acting at all times in a manner which will not damage its reputation• Providing regular reports as needed• Engendering a culture of membership recruitment within the team• Any other duties as delegated by a Director or the Chief ExecutivePerson Specification• Excellent attention to detail• Excellent written and verbal communication skills• Appreciation of Social Media platforms• Proficiency in using Microsoft Office applications• Ability and willingness to demonstrate the BBOWT behaviours and values• Current UK valid car driving licence* Food Hygiene Level 2 and First Aid at work qualifications are needed for this role. These qualifications may be attained within the first 3 months in post.Measurements Of Success• Visitor Journey is clear and well managed• Well-managed and motivated Centre staff and volunteer team• Visitor numbers and level of satisfaction maintained or improved
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