Overview
You will be responsible for developing a culture of ‘exceptional service, every time, for everyone,’ leading by example and inspiring the wider visitor experience team to deliver outstanding customer service. With extensive management experience in a visitor-facing heritage environment, you will act as an ambassador for our visitors across the property, ensuring their needs and expectations are embedded at the heart of all operations.
Salary: £35,000 to £37,000 dependent on experience
What it's like to work here
Waddesdon’s collections are exceptionally rich in fine and decorative arts of the 18th century, assembled by three generations of the Rothschild family. Since 1957 the Manor has been owned by the National Trust and today it is managed by a charitable trust, The Rothschild Foundation, under the chairmanship of Dame Hannah Rothschild.
This is a full-time property-based role, with a minimum of 37.5 hours per week, Wednesday-Sunday.
What you'll be doing
Overseeing the house-based visitor operations and leading a seamless visitor engagement program—including tours, walks, and talks—this role ensures diverse audiences have an exceptional and inspiring experience. By maintaining a consistently high standard of welcome, interpretation and storytelling, you enhance visitor satisfaction and foster memorable experiences.
The Visitor Experience Manager (VEM) will play a key role in the growth and evolution of the Visitor Experience department, driving excellence in operations, recruitment, training, customer service, and engagement initiatives. With a strong understanding of heritage best practices, you will contribute to shaping the Visitor Experience strategy, ensuring long-term success and the achievement of key performance indicators (KPIs).
By liaising between teams and departments, like booking coordinators and private events, you will act as a central point of contact to ensure spaces and resources are efficiently managed in a timely manner. You will conduct informative briefing for staff and volunteer teams ahead of tours and walks, and provide motivational and supportive line management to guide and volunteer teams.
Who we're looking for
We'd love to hear from you if you have:
* Operational Leadership: minimum of 3 years’ experience in operational and line management within a fast-paced, visitor-focused environment, ideally in the heritage or museum sector.
* Passion for Heritage & the Arts: A genuine interest in heritage, arts management, and the natural world.
* Team Management & Development: Skilled in coaching, team development, and effective communication. Excellent interpersonal skills, adept at building relationships and managing complex stakeholder interests.
* Volunteer Management: Experience in leading and engaging volunteers, with an understanding of how to effectively motivate, recognize, and reward their contributions.
* Visitor Experience & Engagement: Proven passion and experience in delivering exceptional visitor experiences and engagement programmes.
* Strategic Contribution: Strong time management, project management, organisational and problem-solving skills. Familiar with best practices and trends in museums, heritage and visitor attractions, with experience driving operational improvements.
* Collection Care & Conservation: Understanding of historic collection care, conservation, health and safety, and security legislation.
* Communication & Public Engagement: Strong written and interpersonal skills, with experience in public speaking, guiding, or presenting. Ability to remain calm and confident under pressure.
* Financial & Technical Proficiency: Some experience in budget management and commercial awareness. Strong IT skills, particularly in Microsoft Office, with familiarity in POS and ticketing platforms.
* Full driving license
Additional requirements:
The safety and wellbeing of children, young people and vulnerable adults are of the utmost importance for any role at the Rothschild Foundation, Waddesdon Manor. Consequently this position will require an enhanced Disclosure and Barring Service (DBS) check to uphold the safety and security of all our guests, staff and volunteers.
The package
Rewards for working with us:
We are proud of where we work and want to share Waddesdon Manor with family and friends by offering a number of complimentary tickets to the house and grounds. Rewards include:
* Waddesdon Discounts – 50% discount in the food-to-go outlets at the Manor. 20% in the Manor gift shop and restaurant, Stables Café, Five Arrows Hotel, and The Bow Pub. 20% discount on special event tickets made available to staff
* Staff Card - A National Trust staff card entitles two adults and children under 18 years of age free admission to all National Trust properties and 20% discount in NT retail and catering outlets
* Annual Leave - On starting with us, you will receive 25 days annual leave per year plus 8 public holidays pro-rata. Stay with us for 3 years and this rises to 28 days, 30 days after five years and 32 days after 10 years
* Sick pay - If you become ill, one week of sick pay during your first 3 months. This rises to a maximum of 3 months full pay within a rolling 12-month period. After four years you also receive a further 3 months at half pay in the rolling 12-month period
* Pension - We will top up your pension by matching any contribution you make, up to 10% of your basic salary • Income Protection – on completing one year of continuous service, income protection may be available at 50% of basic salary for a maximum of 5 years.
Full details of benefits of working for us is provided in the role profile attached.
National Trust place
Waddesdon Manor. Waddesdon, near Aylesbury, Buckinghamshire.
Documents
Role Profile - Visitor Experience Manager Sept 2025.pdf
Requirements
Compliance. Eligibility to Work in the UK
Additional information
We are not accepting applications via this website. Applications made via National Trust Jobs will not be considered.
Closing Date: 28 September 2025
The advert may be taken down from job boards earlier than the stated deadline if a high standard of applications is received.
To Apply: please send a current CV and covering letter explaining how your experience and skills match those outlined above to application@waddesdon.org.uk
Please view the full details in the role profile attached before applying for this vacancy.
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