We're looking for a Visitor Experience Manager to lead the development and delivery of inclusive, audience-led experiences. This is a key leadership role, shaping the visitor journey and ensuring every visit is welcoming, memorable and meaningful.
This exciting new role is an opportunity to develop and deliver exceptional visitor experiences at the three wonderful places which are part of the County Down Property Group: Mount Stewart, Castle Ward and Rowallane Garden. All are special in their own way and together represent some of the most significant cultural, natural and built heritage in Northern Ireland. We are ambitious to grow and develop our audiences, welcoming more people than ever before, connecting them with our places and cause, and growing our ability to invest more in our vital conservation work across our sites.
This role will be diverse, fast paced and fulfilling. You’ll drive visitor satisfaction, create engaging and innovative experiences and deepen audience connections to these special places. This is a leadership role that will collaborate with a dynamic team to create inclusive and memorable experiences for everyone who visits.
What it's like to work here
The gardens at Mount Stewart, the creation of Edith, Lady Londonderry, are renowned for their innovation and uniqueness. The Formal Gardens are intimate, evoking themes of personal identity and triumphs, blending whimsical Classical and Gaelic mythology with exotic plants sourced from around the globe.
Mount Stewart is also an exceptional example of the Irish demesne, intended to be both beautiful and productive, with woodland, orchards and farmland providing for the needs of the household. Fine buildings, including the neo-classical House, the Temple of the Winds, Stable Block, Farmyards with Dovecote and the Walled Garden, are all architectural gems within the space.
Castle Ward is a unique 18th-century mansion famed for its mixture of architectural styles and interiors. One half is built in the classical Palladian style, while the other half – which faces out across Strangford Lough – is built in the more elaborate Gothic style. This eccentric 18th-century mansion rests on a rolling hillside and looks out over the tranquil waters of Strangford Lough.
With fantastic walking and cycling trails beside the lough or through sheltered woodlands, there is a myriad of nature and wildlife to spot and enjoy at Castle Ward. The newly restored Victorian sunken garden with its vivid reds, yellows, greens and pinks from seasonal flowers is a must see.
Rowallane Garden is one of the most beautiful in Northern Ireland featuring unusual plants, seasonal colour palettes and many striking features. Carved into the County Down landscape, Rowallane Garden has grown from its 19th-century beginnings at the hands of Reverend John Moore and his nephew Hugh Armytage Moore. Their vision to create a place where visitors can leave the world behind and immerse themselves in nature lives on and influences the ongoing conservation. Rowallane Garden is ideal for leisurely walks, quick refreshments in the café or simply relaxing in nature.
Over 150 staff members and 350 volunteers across County Down have a shared sense of purpose in caring for these wonderful places together, providing a wide range of public benefit to our visitors and local communities. Last year we welcomed nearly half a million visitors across all three sites and have ambitions to grow our appeal further.
What you'll be doing
You will have a deep understanding and relevant knowledge of what makes a great visitor experience. You will be adept at creating a memorable and welcoming visitor journey and will collaborate with colleagues across all teams to ensure consistency and quality of service and experiences.
You will use visitor feedback, audience insights and evaluation to deliver a dynamic, inspiring and relevant visitor experience that connects to a wide range of people. Interpreting our places is key to this role and you will develop opportunities to bring our places and stories to life through innovative interpretation.
You will lead a small team and collaborate with them to deliver quality experiences for our members and visitors across our three significant sites. You will also be responsible for building external partnerships to co-create experiences that will appeal to key audiences, existing and new. You will work closely with colleagues to develop and deliver joined-up plans to share the history and significance of our properties.
You’ll be part of the Property Leadership Team, and the duty manager team, which means you'll have direct delegated budget management and compliance task responsibilities, as well as acting as duty manager or representing the General Manager.
Who we're looking for
Applications from redeployees are assessed against the minimum criteria for the role. In your application, please provide details of how you meet the minimum criteria below:
* experience in managing visitor services or public engagement in a heritage, museum, or cultural setting
* proven ability to use data and feedback to shape inclusive and relevant visitor experiences
* lead and developed staff and/or volunteers to deliver high-quality service
* designed or co-created engaging interpretation and public programmes
* able to build effective relationships with internal teams and external partners to co-create experiences
Criteria for all other applicants:
* knowledge of storytelling, interpretive planning, and curatorial practices that bring heritage to life.
* ability to develop medium to long-term plans that align with organisational goals and audience needs
* experience in managing visitor services or public engagement in a heritage, museum, or cultural setting
* proven ability to use data and feedback to shape inclusive and relevant visitor experiences
* led and developed staff and/or volunteers to deliver high-quality service
* designed or co-created engaging interpretation and public programmes
* ability to build effective relationships with internal teams and external partners to co-create experiences
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