The Visitor Experience Manager plays a pivotal role in delivering exceptional visitor experiences through effective operational leadership. This role involves overseeing day-to-day operations, optimising revenue generation, managing staff and resources, and ensuring outstanding customer service. As a key leader on-site, you’ll shape the visitor experience and contribute to the success of the team and the business.
Key Responsibilities:
- Lead, motivate, and manage a dynamic team, ensuring a high-performance culture through recruitment, training, performance reviews, and ongoing development.
- Drive revenue and sales targets through proactive upselling and enhancing visitor engagement with tailored experiences.
- Build and maintain strong relationships with the client and key stakeholders, acting as the main point of contact for operations.
- Ensure operational efficiency by managing staffing levels, equipment, and inventory to meet the needs of the business while staying within budget.
- Oversee the maintenance and security of all Imagineear property, including equipment and assets, implementing best practices for loss prevention.
- Track, analyse, and report key operational metrics (sales, staffing, inventory) to provide actionable insights and forecast trends.
- Ensure smooth internal communications and effective collaboration across teams, contributing to a positive work environment.
- Proactively identify and resolve operational challenges, escalating issues as necessary, while ensuring adherence to Imagineear’s policies and procedures.
- To deliver all aspects of the retail operation.
- To always deliver exceptional customer service.
- To assist in the setup and breakdown of audio guide equipment daily.
- To follow all Imagineears operational policies and procedures, including both Imagineears and WBSL, Code of Conduct.
- Follow all reasonable instructions from Duty Managers, Clients.
- Acting as an ambassador for both Imagineear and WBSTL, whilst always remaining professional.
- Develop relationships with internal and external clients to understand and address their needs.
- Monitor the team’s performance and ensure the correct Imagineear/site procedures are followed, together with ensuring that the H&S and Environmental requirements are met.
Position Requirements:
- Degree or equivalent qualification, or relevant industry experience.
- Proven experience in retail, sales, and customer service management, with a focus on delivering exceptional guest experiences.
- Strong leadership skills, with a demonstrated ability to manage and motivate teams effectively.
- Proficient in using Microsoft Office (Excel, Word, PowerPoint) and ideally familiar with CRM tools, digital platforms, or related technologies.
- Fluency in additional languages is a bonus but not essential.
Key Competencies and Metrics:
- Ability to assess and respond to operational needs quickly and effectively, ensuring smooth service delivery.
- Collaborative mindset, integrating seamlessly with the Client’s team while upholding Imagineear’s procedures and values.
- Strong decision-making skills with a focus on delivering results and managing operational challenges efficiently.
- Proven leadership abilities, inspiring confidence and driving motivation across the team.
- Ability to innovate and suggest improvements that enhance both team performance and the visitor experience.
Opportunities:
- Professional growth within the role and the company, with access to development programs and career progression opportunities.
- The chance to build a high-performing team and demonstrate leadership that goes beyond the day-to-day operations.
- This job description is an overview of the position, and responsibilities may evolve. The company reserves the right to update the role to reflect changing business needs.
Minimum of 32 hours per week, including Weekends, Bank Holidays and Seasonal Holidays (Halloween and Christmas). Due to the busy nature of the attraction, early mornings and late evenings may be required.
The role is based at Warner Bros Studio Tour London.
To apply for this role, or for further information, please contact clarecooperhammond@imagineear.com