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Visitor Operations & Experience Manager - Cranbrook

The National Trust
Closing date
23 May 2022

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Contract Type
Full Time
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*Visitor Operations & Experience Manager - Cranbrook*


We're looking for a new Visitor Operations and Experience Manager within the Sissinghurst portfolio.
This is an exciting opportunity for someone to lead and be a role model for great experiences and engagement across the portfolio. The opportunity to lake the lead in this area in one of the finest gardens in the country doesn't often arise. You'll influence our Programme of events and exhibitions, use audience insight to rebuild an international market and set the service standards across all disciplines.
You'll already have experience of enabling this change in a large organisation, and will champion our 'Everyone Welcome' agenda across all properties in the portfolio.
You'll also have fun and work with some of the finest professionals within the National Trust, collaboration is key and enjoyment for the work we do matters.
*Salary:* £29,640 pa *Hours:* 37.5 hrs pw *Contract: *permanent

*What it's like to work here*

The portfolio has one of the highest profiles nationally and comprises four properties in total, all open to visitors.
*Sissinghurst Castle* Garden is a highly personal garden planned by two people, Vita Sackville-West and Harold Nicolson, whose artistry was matched by their plant knowledge and who had an individual point of view. Sissinghurst has international significance and is considered as being one of the finest gardens open to visitors attracting circa 200,000 visitors each year. Lamb House in Rye came back into the management of the National Trust in 2018 and has since started to build a fantastic offer in the heart of Rye in East Sussex.
*Lamb House* has strong literary associations and has previously been occupied by Henry James, E.F Benson and Rumer Godden.
*Smallhythe Place* in Tenterden, Kent, was the home of Ellen Terry, an actor from the Victorian age. It is a wonderful early 16th century house with a cottage garden and its own Barn Theatre set within beautiful surroundings.
*Stoneacre* is situated near Maidstone in Kent, the property is a half-timbered yeoman farmer's house dating from the 15th century, together with a wonderful garden, orchard, and meadows.
Combined the total number of visitors is around 270,000 and the opportunity to grow further at the smaller properties is there with careful management over a phased period.
Click here for more information about this location

*What you'll be doing*

Leading a team of staff and volunteers, you'll play an important part in ensuring visitor experience and operational needs are built into plans and designs. Your expertise will feed into our business plan. You'll lead from the front and champion our values, ensuring everyone feels welcomed and valued.
You'll manage the delivery of a safe and accessible visitor experience, leading daily operations, developing engaging and meaningful interpretation and programming to inspire and inform our visitors. With your team, you'll design and deliver year-round events such as Easter adventures in nature, Blossom and Autumn colours. Working in partnership with partners, volunteers, and colleagues, you'll communicate our cause in everything you do. You'll also play a lead in marketing and communications plans, bringing new and diverse audiences to our places, through carefully curated communications and programming.
As an advocate of great visitor experiences, you'll achieve high standards of presentation at the property, and ensure all our communications with our visitors, from the first click on the website, to the posters and signs around the property are consistent, welcoming and engaging.
As a member of the leadership team, you'll have budgetary control and use our charitable funds carefully, for the benefit of our places. You'll join a great team and take part in duty management including weekends and managing the visitor operation and setting our strategic direction.

*Who we're looking for*

* Someone who is always thinking of how visitors, staff and volunteers are experiencing the properties

* Have a track-record in visitor operations and engagement

* Ability to engage with our partners with ease and confidence

* Able keep a calm presence at the property, able to bring people together to create a united team

* Can manage the operation i.e. rotas, budgets and planning across several sites

* A leader who takes time to support their team

*The package*

The National Trust has the motto 'For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too.
Wherever you're from, and whatever your background, we want to hear from you - and it doesn't matter if you're jam first, cream first, or even if you don't like scones at all. Everyone is welcome.
Benefits for working at the National Trust include:

* Flexible working whenever possible

* Free parking at most locations

* Free entry to our properties for you, a guest and your children (under 18)

* Substantial pension scheme of up to 10% basic salary
Click here to find out more about the benefits we offer to support you.
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