The Company: Located in Malvern, Worcestershire, Morgan Motor Company Limited is an innovative British sports car manufacturer; operating in a niche automotive sector since 1909.
Job Overview
To manage and optimise the day-to-day operations, visitor experience, and commercial performance of the Morgan Experience Centre. This includes overseeing all aspects of visitor engagement—from factory tours and VIP experiences to café services and venue hire—while ensuring high-quality service standards, efficient processes, and revenue growth. The role also involves team leadership, cross-functional collaboration, and responsibility for maintaining brand tone and operational excellence throughout the visitor journey.
Responsibilities
* Oversee the visitor experience operational processes in the Experience Centre, including.
o Factory Tours
o VIP packages
o All group bookings & Venue Hire
o Café / catering
* Working closely with the Events & Drive Experience Manager and front of house team to ensure drive experiences at the Experience Centre are operated smoothly and efficiently.
* Delivering continuous commercial evolution across the Morgan Experience Centre.
* Working with the wider Experience team and café supplier to ensure the customer journey through the Experience Centre is of the correct standard.
* Ensuring both telephone and email enquiries are answered and dealt with in the correct timeframe and the correct tone of voice for the brand is always used.
* Factory tours – ensure efficiencies with the booking system and overseeing the tour guide rota to drive efficiency and revenue.
* Lead management – responsible for all Morgan Experience leads – goal of answering queries within 24 working hours. Responsible for ensuring leads are delegated /shared between team to ensure all are responded to within the Morgan Experience service level agreement.
* Lead management pro-activity – follow ups with customers who have booked with us previously, new business gains. Ensuring the system is managed in the correct way between the Experiential and Sales teams so that reporting is up to date, and each customer journey is managed correctly.
* Gift voucher portfolio – managing and promoting gift vouchers for Morgan Experience, which are an asset to the company. Also, liaison with third party supplier and ensuring best practice upheld.
* Management of VIP experiences at the Morgan Experience Centre – implementation, growth and project management of new VIP experiences.
* Morgan Experience Centre venue hire & events – operational planning of all venue hire, alongside the wider experience team
* Management of visitor feedback – including Trip Advisor and Google reviews for Morgan Experience – delegation across the team to ensure all reviews are actioned and replied to within 48 hours.
* Archive Room Museum – ensuring standards are maintained in Morgan's museum.
* Café – supporting Customer Experience in the Morgan café and catering operations, liaising with external suppliers to ensure consistency of offering and regular planning to promote and improve. Supporting any customer feedback and / or complaints, to ensure the customer leaves having the best Morgan Experience possible.
* General Centre operations – ensuring maintenance and cleaning of the site is upheld, problem solving any issues that arise, project managing any site improvements and changes which may arise.
* All the above to be completed with a view to maintaining the highest standards of quality whilst looking for opportunities for growth, improvement and revenue recognition.
* Maintain commercial viability and uphold department margin targets across all areas of responsibility. Ensure figures for your areas of responsibility are updated each month.
* Line management of the Visitor Experience Co-ordinators. Ensuring the correct level of training is provided for the member of staff you are managing.
* Upholding H&S requirements for visitors and staff, including management of risk assessments.
Experience
* High level of customer service experience, dealing with customers both over the phone, via digital comms and face to face.
* Experience working for a premium brand.
* Knowledge and use of a number of digital systems and platforms. Ideally a high level of experience working with a customer booking system.
* Experience using Microsoft Excel.
* Self-motivated, with strong organisation skills and acute attention to detail.
* Ability to communicate well at all levels and lead a small team.
* Ability to coordinate multiple projects and tasks.
* Proactive personality who will challenge current thinking and strive for continuous improvement.
Job Types: Full-time, Temporary, Fixed term contract
Contract length: 12 months
Pay: £30,000.00-£32,000.00 per year
Benefits:
* Additional leave
* Bereavement leave
* Company events
* Company pension
* Cycle to work scheme
* Discounted or free food
* Employee discount
* Enhanced maternity leave
* Enhanced paternity leave
* Financial planning services
* Flexitime
* Free parking
* Health & wellbeing programme
* On-site parking
* Paid volunteer time
* Private medical insurance
* Sick pay
* Store discount
Work Location: In person