Visitor Experience Manager

The Training Brokers Ltd; Causeway Coast and Glens District; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading heritage organization in Northern Ireland seeks a results-driven leader for visitor experiences across significant attractions like the Giant’s Causeway. The role involves shaping visitor journeys, managing a dedicated team, and utilizing data to enhance experiences. Applicants should have experience in heritage settings and be capable of leading teams to deliver outstanding services. Benefits include a substantial pension scheme, flexible working, and professional development opportunities.

Benefits

Substantial pension scheme of up to 10%

Free entry to National Trust places

Rental deposit loan scheme

Season ticket loan

EV car lease scheme

Gym memberships discounts

Holiday allowance up to 32 days

Flexible working options

Employee assistance programme

Free parking

Qualifications

• Experience in managing visitor services in a heritage or cultural setting.
• Ability to use data to inform visitor experiences.
• Experience leading and developing staff for high-quality service.

Responsibilities

• Shape the end-to-end visitor journey at heritage sites.
• Collaborate with teams to ensure quality service.
• Develop marketing activities aligned with brand values.

Skills

Managing visitor services

Data analysis for visitor experiences

Team leadership

Interpretive planning

Relationship building

Job description

Are you ready to embrace change? Are you an aspiring leader? Are you seeking to develop and deliver exceptional visitor experiences at unique places?

If so, we’re looking for a results-driven leader to take our visitor experiences to the next level across the North Coast Property Group, which includes globally recognised attractions such as the Giant’s Causeway World Heritage Site, Carrick-a-Rede Rope Bridge and Mussenden Temple at Downhill Demesne.

This role will be diverse, fast paced and rewarding. You’ll drive visitor satisfaction, deepen connection to place through enhanced interpretation and storytelling, deliver innovative and engaging experiences and lead a dynamic team that strives for excellence. This is a leadership role that will create inclusive and memorable experiences for over 600,000 visitors from around the world.

If you thrive in working in partnership, thinking creatively, leading and collaborating to achieve results, then this could be the next role for you.

What it's like to work here

Flanked by the wild north Atlantic Ocean and a landscape of dramatic cliffs, for centuries the Giant’s Causeway has inspired artists, stirred scientific debate, and captured the imagination of all who visit. Northern Ireland’s North Coast is one of the largest and stunning portfolios within the National Trust, welcoming visitors from all over the world, who come to explore the iconic coastline.

Working in the North Coast Property Group means contributing to the preservation and promotion of the Giant’s Causeway, Downhill Demesne and Carrick-a-Rede Rope-bridge. Your efforts will help ensure that these special places are protected for future generations, while providing visitors with memorable experiences. The sense of purpose and fulfilment that comes from knowing that your work makes a difference is a significant part of what makes working here special.

This is an operational role based primarily at the Giant’s Causeway, with a property group team of approximately 100 passionate and enthusiastic staff and volunteers, working hard to provide exceptional and well cared for visitor services and life-long memories for our visitors.

What you'll be doing

You will have a deep understanding and relevant expertise to know what makes a great visitor experience. You will shape the end-to-end visitor journey, in collaboration with other colleagues, ensuring it is welcoming and memorable. You will work with all teams to ensure consistency and quality of service and access. You will use visitor feedback, audience insights and evaluation to shape and deliver a dynamic, inspiring and relevant visitor experience that connects with local and international audiences. You\'ll be continually looking for ways to enhance interpretation at our sites (indoors and outdoors) and will have the opportunity to create refreshed, inclusive and inspiring interpretation that brings our stories to life and deepens connection to our special places.

You will collaborate with the marketing team and Business Development Manager to develop and execute appropriate marketing activity. You will also ensure that all promotional activities align with the National Trust's brand and values, maintaining a consistent and positive image of our places.

You'll be leading a small team, creating a positive, confident and collaborative working culture. You will be skilled in building relationships and will work in partnership to co-create experiences that will appeal to specific key audiences. Key to your role will be working closely with colleagues to develop and deliver a joined-up property plan to share the history and significance of our properties.

You’ll be part of the Property Leadership Team, and the duty manager team, which means you'll have direct delegated budget management and compliance task responsibilities, as well as occasionally acting as duty manager or representing the General Manager.

The National Trust is committed to the professional development of its employees. Whether through on-the-job training, workshops, or opportunities for advancement, you'll have access to resources that will help and support your professional development.

Who we're looking for

Applications from redeployees are assessed against the minimum criteria for the role. In your application, please provide details of how you meet the minimum criteria below:

• experience in managing visitor services or public engagement in a heritage, museum, or cultural setting
• proven ability to use multiple sets of data to inform and shape inclusive and relevant visitor experiences
• led and developed staff and/or volunteers to deliver a high-quality service
• designed or co-created engaging interpretation and public programmes
• ability to build effective relationships with internal teams and external partners to co-create experiences

Criteria for all other applicants:

• knowledge of storytelling, interpretive planning, and curatorial practices that bring heritage to life.
• ability to develop medium to long-term audience-led plans that align with organisational goals and audience needs
• experience in managing visitor services or public engagement in a heritage, museum, or cultural setting
• proven ability to use data and feedback to shape inclusive and relevant visitor experiences
• led and developed staff and/or volunteers to deliver high-quality service
• designed or co-created engaging interpretation and public programmes
• ability to build effective relationships with internal teams and external partners to co-create experiences

The package

The National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

• Substantial pension scheme of up to 10% basic salary
• Free entry to National Trust places for you, a guest and your children (under 18)
• Rental deposit loan scheme
• Season ticket loan
• EV car lease scheme (for roles that meet the salary criteria)
• Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
• Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
• Flexible working whenever possible
• Employee assistance programme
• Free parking at most Trust places