Bath Abbey attracts approximately 350,000 visitors a year. The Head of Visitor Experience is responsible for the operational leadership of the Visitor Experience Department which includes Events, Learning, Retail and Visitor Experience. The successful candidate will oversee day to day operations, engaging teams of staff and volunteers to provide high-quality experiences while delivering on financial targets. Alongside this, the Head of Visitor Experience is responsible for ensuring the successful delivery of visitor focused development projects and the short-term planning and delivery of Bath Abbey’s public programme. As a key member of the Abbey Leadership Team, the Head of Visitor Experience will contribute to the overall direction, leadership and development of Bath Abbey.
Working pattern may involve occasional weekends and evenings
KEY RESPONSIBILITES
Strategic Work strategically with all teams and other stakeholders to ensure that the Abbey’s vision is delivered taking particular responsibility for events, learning, retail and visitor experience.
Work proactively within all teams to ensure that appropriate business continuity plans are in place in the event of a major incident.
Contribute to overall operational planning. Lead and take responsibility for the following development projects; a refreshed welcome leaflet, new wayfinding signage and a refreshed or new audio / multimedia guide.
Contribute to the management of the Abbey’s risk register taking responsibility for visitor related risks.
People management Lead and line manage direct reports; supporting, involving and guiding them to feel valued, inspired and empowered to succeed.
Oversee the management and development of a team of visitor facing staff and volunteers. Establish and maintain effective methods of internal communication.
Ensure organisational and departmental policies, procedures and standards are followed.
Budget management and reporting Contribute to the creation and manage relevant sections of the Abbeys annual budget.
Empower managers and their teams to achieve their income targets while maintaining value for money for visitors.
Collate and present departmental reports as required.
PERSON SPECIFICATION
ESSENTIAL
Sympathy with and understanding of the vision and values of Bath Abbey as a place of worship. Experience
Experience working in a visitor attraction or other similar venue.
Experience developing or implementing visitor experiences.
Experience leading and managing staff.
Experience of managing a budget and basic financial reporting.
Skills Highly personable, able to motivate and inspire others.
Excellent communicator capable of working with diverse stakeholders.
Organised with high standards and attention to detail.
A team player.
Confident to work independently and be self-motivated.
Ability to work well under pressure and manage competing demands.
Computer literacy and IT skills.
Excellent customer service and relationship building skills.
A flexible and proactive approach.
DESIRABLE Experience
Experience of working in a church and / or heritage setting.
Experience of working with ticketing and / or CRM systems.
Experience working with volunteers in a church or heritage setting.
Pay: £33,300.00 per year
Application question(s):
- This role is subject to our safer recruitment process which includes DBS checks.
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Bath
