Visitor Experience Manager – Sales

Visitor Experience Manager – Sales
Employer: Natural History Museum
Salary: £28,735
Location: London

The Natural History Museum (NHM) is one of the world’s leading museums, internationally recognised for its dual role as a centre of excellence in scientific research and as a leader in the presentation of natural history through exhibitions, public programmes, publications and the web.

Reporting to the Senior Sales Manager, you will have direct line management responsibility for a specific team of Visitor Assistants, Schools Bookings Coordinators and Contact Centre Assistants and together with three other VEMs will oversee the Sales operation on a day to day basis.

You will primarily be responsible for the smooth operation of our Contact Centre, dealing with visitor queries and complaints over the phone and by e-mail, as well as overseeing our Schools Bookings team. As a part of this, you will work with multiple stakeholders and work to build a close relationship with our Learning Department to deliver our world-class learning offer. You will also oversee the customer service function of our online shop as well as our NHM Visiting Twitter platform.

Playing a key role in driving sales, beating targets, you will be motivated to innovate and support the Museum achieve its commercial goals. Taking responsibility for a large team of visitor assistance on a daily basis you will monitor the team’s performance to maximise visitor income and ensure that all our visitors receive high quality customer service.

As a Visitor Experience Manager, you will join a team of seven other driven, self-motivated and visitor focused individuals. The successful candidate will be resilient, organised, solution focused and dedicated. A background in training and/or learning is not essential but will be advantageous. This role will give you experience in all aspects of Front of House sales at a world-renowned Museum and one of the largest visitor attractions in the UK.

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