Visitor Operations & Experience Manager

Summary

We've got an opportunity for a Visitor Operations and Experience Manager to join our Property Leadership Team at the West Yorkshire Group of properties. These are East Riddlesden Hall, Hardcastle Crags and Marsden Moor. This role sits within the Nostell & West Yorkshire portfolio. You'll travel across all three West Yorkshire properties and on occasion will need to travel to Nostell for meetings.

You'll have the chance to develop an outstanding visitor offer and diversify audiences in one of the most high-profile portfolios of Europe's largest conservation charity, looking after nature, beauty and history for everyone to enjoy.

Interviews will take place on either the 23rd or 24th October 2024

What it's like to work here

Working with key partners, you'll open up the history, stories and natural beauty for visitors to enjoy across all three West Yorkshire sites, delivering high quality experiences appealing to diverse audiences. You'll design, deliver, promote and lead for our products and programming, championing accessibility and advocating our 'Everyone Welcome' values across our sites and with our wider communities.

The job is sometimes pressured, but it's a beautiful place to work and we love to share the pleasures of East Riddlesden Hall, Hardcastle Crags and Marsden Moor with our visitors. You'll take part in duty management, deputising for the General Manager (including regular weekends and Bank Holidays) as well as leading the visitor operation and experience, our community focus, representing the National Trust with local partners and councils, and setting our strategic direction.

What you'll be doing

As a member of the leadership team, you'll both lead and oversee day-to-day visitor operations and experience, ensuring excellent everyday delivery. Our level of service has to be the best. You'll have budgetary control, whilst maximising income generation, from admissions, events, membership and the unique Weddings and Events business at East Riddlesden Hall to be re-invested in conservation across our West Yorkshire sites.

You'll create and lead for a positive, inclusive, diverse and productive work environment for your team, which delivers on visitor welcome and experience, community involvement, weddings and events, marketing and more. You'll lead and manage the recruitment, coaching and staff development within our excellent visitor facing team. You'll also manage volunteers, whose time and energy enables us to open across a seven-day week, all year round.

Who we're looking for

We'd love to hear from you if you have:

• experience and confidence in people leadership and management, including equality, diversity and inclusion.
• an in-depth understanding of visitor operations and high-quality engagement.
• ability to engage with our partners, communities and collaborators with ease and confidence.
• ability to keep a calm presence across a busy portfolio of sites
• proven abilities in leading an operation including rotas, budgets and planning across a complex portfolio of properties
• a collaborative leadership style, taking time to support your team and everyone across the portfolio
• experience of developing and delivering programmes of events and exhibitions supported by effective marketing campaigns

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

• 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.