Visitor Operations & Experience Manager

Do you love shaping experiences that make peoples' day? Do you excel at managing and inspiring a direct team as well as playing a pivotal senior leadership role? Can you recognise a great story and use it to promote our cause? We're looking for someone to champion the visitor at Killerton, and to help us develop programmes and experiences that are relevant, dynamic and connect us with our local audiences. This is a fantastic, varied role that requires vision and attention to detail, quick-thinking and taking a long-term perspective.

The working week for this role will be Sunday to Thursday.

What it's like to work here

Fashion-famous and full of colour, at 6,400 acres, Killerton is one of the National Trust's largest special places and here we employ over 130 people. Located close to the vibrant city centre of Exeter, the 18th century house and parklands benefits from free parking and good transport links. Its size and scale, fabulous views and focus on fantastic visitor experience makes Killerton a truly wonderful place to work. And with many rare trees and glorious gardens, it's the perfect place for gardeners and rangers to grow their career.

For more information about our property please visit

What you'll be doing

You'll be inspiring and leading the Visitor Experience and Visitor Welcome teams to ensure our visitors receive great service. Managing risk you will ensure Killerton is a safe and enjoyable place to visit. You'll ensure regular compliance checks are carried out, recorded and repairs carried out.

Working as part of the Property Leadership Team you will manage the operations and strategic development of Killerton while ensuring excellent customer service is delivered across the estate. With overall responsibility for programming and events across the property and wider estate you'll ensure a varied and engaging calendar.

Working alongside the house team you'll be responsible for delivering the annual fashion exhibition and our Christmas offer. You'll be responsible for all promotion, marketing, communication and signage across the estate, including managing our website, mobile app and social media feeds. You'll be working with the Facilities Manager to ensure visitor facilities are clean and well maintained and ensuring cyclical maintenance, repairs and redecoration take place. You'll ensure assets such as visitor golf buggies, vehicles, two way radios and tools are maintained, repaired and replaced as necessary.

Who we're looking for

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

• A qualification in art/heritage/culture/tourism or a relevant audience-focussed subject, or able to demonstrate equivalent knowledge and experience.
• Considerable operational experience in visitor operations, visitor experience and/or customer service delivery in ideally a large and busy heritage or visitor attraction.
• Track record of success in business development, in particular responding to audience insight to improve and develop an offer, inspiring others with a passion for nature, beauty and history.
• Proven track record of managing budgets and knowledge of finance and contracts.
• Strong leadership skills including coaching, team development, motivation, communication and setting strategic development.
• Experience of working with volunteers.
• Experience of managing operational risk, including how to assess and manage risk effectively.
• Knowledge of all relevant Health and Safety, compliance, fire, security and emergency procedures.

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