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Natural History Museum

Archived: Senior Visitor Experience Manager

Salary: £37,070 per annum

About Us

We are a world-class visitor attraction and leading science research centre. We use the Museum’s unique collections and our unrivalled expertise to tackle the biggest challenges facing the world today. We care for more than 80 million objects spanning billions of years and welcome more than five million visitors annually and 16 million visits to our website.

Today the Museum is more relevant and influential than ever. By attracting people from a range of backgrounds to work for us, we can continue to look at the world with fresh eyes and find new ways of doing things.

We employ 900 staff in a variety of roles, all united by our vision of a future where people and planet thrive. We need everyone to have the passion and drive to help us with our mission to create advocates for our planet and inspire millions to care about the natural world.

About the role

The Natural History Museum welcomes up to 5 million visitors a year, we aim to deliver a friendly, welcoming, and memorable experience to everyone. The Senior Visitor Experience Manager plays a pivotal role in this. Responsible for several areas vital to in gallery visitor operations, as well as income generation and general admission ticketing. This is a dynamic front line role within one of the busiest visitor attractions in the country.

The Visitor Experience team facilitate public access to the Natural History Museum, act as ambassadors for the Museum and interact with and engage visitors enthusiastically. The team will help to communicate the unique role of the Museum as both an exceptional visitor attraction but also to challenge the way visitors think about the natural world.

Reporting to the Head of Visitor Experience, the Senior Visitor Experience Manager will be responsible for overseeing operational, sales and customer service KPI’s across the visitor experience operation.

The role requires line management responsibility for four Visitor Experience Managers, and overall responsibility for a team of 60+ Visitor Assistants as well as our Contact Centre team. A significant part of this role is in planning and structuring workload for your team, effectively delegating to help develop our management team whilst also helping achieve our wider strategic goals.

Ensuring the safety of our team, visitors and the Museum is a key part of this role, the SVEM is responsible for visitor facing risk assessments, evacuation planning, crowd management strategy and takes a key role in crisis management planning and training.

Pivotal to this role is the ongoing growth of commercial revenue across the public offer, specifically in relation to meeting sales and promotional KPIs, as well as measuring and improving staff performance across all revenue generating areas.

You will work as part of the team ensuring the continued success of the Museums ticketing strategy, growing, and developing its capacity and working to develop new revenue streams.

In this role you will represent Visitor Experience on wider Museum projects and build key relationships with stakeholders across the Museum estate, deputising for the Head of Visitor Experience where necessary.

A key leadership role within the Visitor Experience team, you will be expected to lead by example, maintaining an active presence on the front line of the Museum, working with the Visitor Experience Managers and Visitor Assistants to create a world class experience. As part of your role, you will be Duty Manager at least twice a month.

How to apply and for more detals on the role:

If that sounds like you, please apply online on the Natural History Museum’s careers portal, at

Closing date: 9am, 6th June

Interviews expected w/c 13th June

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