Visitor Experience Manager (part-time maternity cover)

Location:Whitchurch Silk Mill, 28 Winchester Street, Whitchurch, Hampshire, RG28 7AL Salary:£27,000 pro rata Main duties:

Key accountabilities:

As Visitor Experience Manager you will have an important role to play in the day to day
management of the visitor experience at the Mill. You will enable visitors to have an
outstanding and delightful experience by ensuring a quality welcome and visit. You will ensure that

• all our visitors are delighted by their experience
• there are engaging and high-quality exhibitions and events
• the Mill and its heritage are safeguarded and well cared for
• we maximise income and profitability

What you will deliver:

Visitor experience
You will ensure an exceptional standard of customer service and warm welcome for all visitors, volunteers and users. You will deliver high standards of presentation; developing and delivering programmes of events, exhibitions, workshops, activities and outreach to engage a broad range of people. You will ensure the full range of the Mill’s services and facilities is used by visitors, the community and other users and enhance opportunities for learning and engagement throughout the site.

You will seek opportunities to maximise income, profitability and innovation, developing ideas from your team and customer feedback. As part of the Mill’s Management Team you will
contribute to the development of the overall Mill Business Plan.


You will lead a team of volunteers and staff to deliver an outstanding visitor experience,
creating an environment where talented and enthusiastic staff and volunteers are fully engaged and delivering high-quality visitor experience.

You will deal with varied issues and problem-solving concerned with the day to day operation of the Mill. As this role includes acting as a Duty Manager, including a weekend rota, you must have a hands-on approach. You will ensure your actions and those of your team are safe, secure and comply with all relevant legislation and Whitchurch Silk Mill Operating Procedures, to minimise risk to all.

Corporate & statutory initiatives
You must understand and comply with all Whitchurch Silk Mill procedures and policies and follow Trust policies in the Team handbook. With a small, flexible workforce there may be the need to redeploy staff as needs require for operational effectiveness.

visitor numbers / turnover: 25,000+ visitors: turnover £200k+
team: direct reports and 10+ volunteers
area of impact: responsible for visitor experience, working with all teams, will deputise for the Mill Director, development of visitor experience with significant input into the Business Plan.

Interview date:15/04/2020 Closing date:30/03/2020 Job Description:

Whitchurch Silk Mill is also looking for talented Visitor Experience Manager (Maternity Cover) to join the Management Team. The Silk Mill is a thriving living museum that weaves silk and delights all who visit. Having recently completed a £2.1M restoration and refurbishment, it aims to be entertaining, engaging, and inspiring visitor attraction with ambitions to be a nationally recognised and acknowledged industrial heritage site.

For an informal discussion please contact Lisa Gale, Visitor Experience Manager on (01256) 892065 or

  Full details [external link]

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