Head of Visitor Experience

About the job

Job Summary

The Head of Visitor Experience will be responsible for overseeing the achievement of high standards of visitor experience and safety. The role will involve managing and developing a team to deliver excellence in our ticketing operations, our invigilation of exhibitions and operational security.

 

Job Description

Saatchi Gallery is seeking a head of Visitor Experience to lead the Visitor Experience team and deliver upon a strategy for that department. The goal is to provide a safe and rewarding experience for visitors and staff that enhances the reputation of the Gallery and results in audience growth.

 

The Head of Visitor Experience would be part of the Gallery management team and will provide important feedback to Directors and Trustees concerning the Gallery’s programming, facilities and audiences.

 

KEY OBJECTIVES & DUTIES

To structure and manage the Visitor Experience team so that key objectives in each performance area are achieved each year.

Oversee all ticket sales arrangements and servicing of customers pre-sale and post-sale, developing strategies to grow revenue.

Oversee the maintenance of all health & safety protocols relating to visitors and seek to enhance the experience of visitors.

Establish and maintain high standards of service.

Maintain approaches designed to protect frontline staff and artworks under our care.

Actively support the delivery of events at the Gallery.

Work with the Building Managers on the monitoring and upkeep of our spaces.

Oversee visitor surveys and the flow of key data from the department to senior management.

Represent the department in management meetings.

 

Job Requirements

We are looking for candidates with these attributes:

At least 3-5 years in a managerial position at a gallery, museum, visitor attraction or large business open to the public.

Good spoken and written English.

Reliable, responsible and trustworthy.

Punctual and excellent time management skills.

Professional and smart appearance.

Evidence of provision of an excellent standard of visitor service and care.

Proven ability to work effectively on own initiative and as part of a team.

Good IT skills.

Proactive, positive and flexible approach to work.

Evidence of successfully managing responsibilities and staff.

Evidence of positively influencing colleagues and results in the workplace.

 

This position is a full-time role working 40 hours per week across 5 days out of 7. There is a requirement to work some weekends and some shifts that fall outside of our regular opening hours.

 

Job Responsibilities

 

Staff

Structure and manage the Visitor Experience team so that key objectives in each performance area are achieved each year.

Identify and execute all recruitment, training and development needs.

Manage the team to budget, flexing the size of the team across quiet and busy periods.

 

Ticketing

Develop skills within the team to maximise ticket revenue opportunities.

Oversee all ticket sales arrangements and servicing of customers.

Review ticket sales performance and develop proposals to improve sales & customer satisfaction.

Explore new sources of revenue.

 

Invigilation

Ensure our spaces, artworks and staff are as safe & secure as possible.

 

Security

Oversee all security arrangements for the safety of staff and visitors, identifying the requirements and then the allocation of necessary resources.

 

Other

Support on the delivery of events.

Oversee building checks and liaise with Building Managers over the upkeep of our spaces.

Oversee the reporting of key data.

 

Job Overview

Job Title: Head of Visitor Experience

Salary: £40k-£50k

Hours: Full time

Artform: Visual arts

Role: Customer Service

Contract: Permanent

 

How to Apply

To apply please send a CV and a covering letter outlining your suitability for the role to Paul Foster via email to applications@saatchigallery.com, with the subject line Head of Visitor Experience.

The closing date for applications is 6pm on Monday 29 January 2024. All applications will be considered but only applicants selected for interview will be contacted.

Saatchi Gallery

 

Contact name: Paul Foster

Contact email: applications@saatchigallery.com