The Head of Visitor Services provides strategic leadership for all front-facing services at Storyhouse and Storyhouse in the Park, including visitor services, cinema operations and retail and merchandise. The role exists to ensure that every interaction with audiences, corporate clients, venue hirers, artists and partners is consistently welcoming, inclusive, accessible and safe, while actively maximising income through high-quality service, effective operational planning and the development of a strong retail and visitor offer.
With a strong focus on continuous improvement, the Head of Visitor Services sets and champions high standards of customer care, presentation and operational delivery across the building and public spaces. A central responsibility of the role is to champion access and inclusion, ensuring that disabled people and those with additional access requirements experience Storyhouse as welcoming, barrier-free and responsive to their needs.
As a member of the Extended Leadership Team, they embed a culture of professionalism, accountability and pride, ensuring that visitor and client experience contributes directly to audience loyalty, repeat business and long-term relationships, while always reflecting Storyhouse's values and commitment to equity and inclusion.
Skills & Experience
A minimum of three years' senior management experience leading, managing and developing customer-facing teams within an arts, cultural or other comparable public-facing venue.
Experience of leading retail and merchandise operations within a visitor-facing environment, including product development, stock control, pricing, visual presentation and income generation.
Experience of using data and insight to evaluate performance and inform operational decision-making.
Proven experience of managing health & safety and building safety in a public venue, including risk assessments, incident investigation, first aid provision, fire safety, emergency procedures, crowd management and duty management responsibilities.
Experience of leading safeguarding practice within a public-facing organisation, including oversight of procedures, escalation of concerns and staff training.
Experience of working within a charitable or not-for-profit organisation, with an understanding of how charitable status influences operational and commercial activity.
Salary - £41,000 per annum
Closing date - 2nd March, 10am