Working closely with the Director of Visitor Experience & Commercial, the Visitor Experience Manager will ensure every visitor enjoys an enriching, memorable, and safe visit to the museum. This role holds primary responsibility for the daytoday management of general visitor operations, enquiries, and group bookings, ensuring seamless service and operational excellence. While the role requires strong planning and process management, it also offers significant creative scope, continuously seeking innovative ways to elevate the visitor experience and drive increased footfall through new, engaging, and dynamic programming. Key Accountabilities: Deputise for the Director of Visitor Experience and Commercial as and when required. Lead and/or support on Visitor Experience Development projects, helping to ensure the Museum continues to be an industry leading Visitor Attraction. Responsible for the Duty Manager Function at the Museum, including the writing of operational procedures, training and rotas. Responsible for the process and procedure of general email and telephone general enquiries. Responsible for the process and procedure of group bookings, and KPIs in relation to these. Line manage the Visitor Experience administration team and full-time Duty Manager. Own the Museum-wide activity planner document and chair the Activity Planner Meeting. Ensuring collaboration of the planner between all departments in the museum. Maximising internal productivity without hindering Visitor Experience. Manage visitor experience budgets. Particularly accessibility and school holiday programming. Lead on school holidays programming, particularly driving the 'non military' aspects broadening our audience appeal with key partnerships and 'outside the box' thinking. Working closely with the Education & Visitor Engagement Manager and Partnership & Events Development Manager to achieve this. Work with visitor experience administrators in upselling activities. Support the Facilities & Estates Manager in ensuring the functionality and aesthetic appearance of the Tank Museum site. Collate, monitor and report on visitor feedback. Support the Director of Visitor Experience and wider departmental leads in the planning and delivery of events, whilst ensuring the visitor experience is upheld throughout build, delivery and breakdown. Comprehensive understanding of the Museum Ticketing System Act as Duty Manager, safeguarding officer, first aider and fire marshal as required. Support the Estates & Facilities Manager and the Health & Safety Coordinator in ensuring external contractors to the Museum have the relevant risk assessments, insurance and permits and are working appropriately in visitor areas. Participate in the Museum call out procedures. What you'll bring: Essential: Experience in a customer service role within a heritage or visitor attraction. Managing a team Writing and implementing operational procedures Creative programming Strong IT skills Ability to organise and plan Excellent communication skills, including dealing with members of the public as well as internal parties Desirable: Project management experience Safeguarding knowledge Negotiation skills Qualification in Tourism or similar related field IOSH or other H&S qualification Due to the nature of the role the post holder will be required to work onsite. Hybrid or working from home is not available. Advert closes - 29th May 2026 Interviews - will take place on 5th June 2026.