Job Overview
Imagine That! Wigan is a vibrant, interactive children’s discovery centre where creativity, play, and learning come together. We pride ourselves on delivering memorable, hands-on experiences for families and school groups. We are seeking an enthusiastic and people-focused Guest Experience Manager to lead the delivery of an outstanding guest experience and enhance visitor satisfaction. The successful candidate will be responsible for overseeing the overall visitor experience, ensuring that all visitors receive exceptional service, and managing daily operations to uphold the organisation’s standards of customer service. This role offers an exciting opportunity to shape memorable experiences for visitors while leading a dedicated team in a vibrant environment. You will be responsible for managing front-of-house teams, ensuring an outstanding quality of workshops and shows are delivered and ensuring visitors have a seamless, enjoyable experience from arrival to departure.
Responsibilities
- Lead the delivery of exceptional visitor experiences across all areas
- Manage and support teams; including admissions, café, and activity staff
- Act as the main point of contact for staff
- Provide coaching, feedback, and on-the-job training
- Drive team engagement, morale, and a positive working culture
- Monitor staff performance in relation to customer experience
- Handle visitor enquiries, feedback, and complaints (in person and via email)
- Oversee daily visitor flow and ensure a smooth experience
- Support onboarding and integration of new team members
- Ensure all areas are clean, welcoming, and visitor-ready
- Support events, parties, group visits, and special experiences
- Work closely with the Operations Manager to align on daily priorities
- Develop and implement strategies to improve visitor engagement and satisfaction
- Create reports for senior management regarding employee performance, customer feedback and strategies
- Coordinate daily operations, including managing queues, guiding visitors, and resolving any issues promptly
- Organise staff schedules, training programmes, and performance reviews to maintain high service standards
- Monitor feedback from visitors and utilise insights to enhance service delivery.
- Ensure compliance with health and safety regulations, maintaining a safe environment for guests and staff alike.
- Represent the organisation at public events or community outreach programmes as required.
Qualifications
- Proven experience in a customer-facing management role
- Passion for delivering exceptional customer experiences
- Strong leadership and team development skills
- Excellent communication and interpersonal abilities
- Positive, hands-on, and solutions-focused approach
- Able to work in a fast-paced, dynamic environment
- Excellent communication skills, both verbal and written, with a friendly and professional demeanour
- Organisational skills with the ability to prioritise tasks effectively in a fast-paced setting
- A passion for delivering memorable visitor experiences and fostering positive relationships with guests
- Previous experience in managing diverse teams and handling guest complaints or concerns professionally is desirable. This role is ideal for individuals committed to providing exceptional customer service while leading a motivated team dedicated to enriching the visitor experience.
Working Pattern
This role requires a commitment to working at least one day at the weekend, with both days preferred, in line with the needs of the business.
What We Offer
- A fun, energetic, and rewarding workplace
- Opportunity to shape and improve the visitor journey
- Competitive salary (dependent on experience)
Applications that include a cover letter will be considered first.
Any questions?
Please contact us via the chat or you can send us an email to [email protected].
Job Type: Full-time
Pay: £30,000.00-£35,000.00 per year
Work Location: In person
