JOB DESCRIPTION

Job Title: Head of Commercial and Visitor Experience

Grade: £35,662 - £38,405

Hours: 1.0 FTE

Responsible to: Director

Responsible for: Visitor Experience Manager, Technical Officer, HR and Volunteer Advisor, Commercial Operations Coordinator, Marketing Coordinator and Marketing Apprentice

OVERALL PURPOSE

The Head of Commercial and Visitor Experience will be responsible for the overall management of buildings and facilities, commercial activities and visitor experience, along with the support functions - Marketing, Operations and Human Resources (HR).

Active member of the Leadership Team and support the strategic development of the Trust in the delivery of the Trust Manifesto.

Prepare and manage relevant Trust budgets.

Oversee the Visitor Experience services across Tullie House and the Guildhall museum.

Develop and oversee the Trust’s key strategies inc. PR and Marketing; IT.

Develop and lead tendering processes and/or service level agreements where relevant.

Lead the successful operation of the Trading Company of the Trust including retail and catering.

Responsible for the management of the buildings and facilities including all security, cleaning, planned and reactive maintenance and health and safety.

KEY AREAS OF RESPONSIBILITY

1. Member of Trust’s Leadership Team, playing a key strategic role in the management and development of the Trust, supporting and deputising for the Director as required.

2. Take a key role in identifying and driving new commercial opportunities across the Trust's activities, maximising income generation.

3. Prepare and present information and reports to the Trustees, staff and Leadership Team and other organisations and groups as required.

April 2015

4. Lead on the development of tender documents for outsourcing services and/or agreeing service level agreements. Liaising with the providers to ensure the service provisions (inc. IT, Catering, H&S, OCH) are fit for purpose.

5. Develop and manage analytics and key performance indicators to ensure the effective monitoring and evaluation of the Trusts services.

6. Oversee the Trust’s Health and Safety obligations towards staff, volunteers and visitors.

Commercial

7. Lead the operation of the Trusts Trading Company and Commercial arm. Developing income generating initiatives, including retail and Tullie House catering function, in liaison with the Director, Finance Manager and Senior Finance Manager.

8. Oversee all commercial events, including corporate bookings, weddings.

9. Ensure that the relevant Trust licences and insurances are obtained and adhered to.

Visitor Experience

10. Oversee the visitor experience service, ensuring it is of the highest standard.

11. Responsible for CRM system and Visitrak and ensure they are used and managed effectively.

12. Oversee admission procedures including pricing, Tullie card and membership administration.

Marketing

13. Develop and deliver the Trusts PR and Marketing Strategy and associated marketing plans, proactively engaging with regional, national and international media contacts for the enhancement of the brand.

14. Oversee the development and delivery of a planned digital marketing and communications strategy that maximises the opportunities to increase the museum's profile locally, nationally and internationally.

15. Raise the professional profile of the Trust, through maintaining external contacts and developing new ones, including corporate partnerships.

OperationsMaintenance 16. Manage the technical team and oversee the maintenance of the Trust’s properties,

ensuring that it meets the requirements of maintaining the collections.

17. Lead on matters of Health and Safety and risk assessments, liaising where appropriate with the City Council, contractors and suppliers as required. Ensure activities relating to the Health and Safety Policy and emergency response programme are compliant and that appropriate training is provided.

May 2016

18. Ensure that buildings, galleries and grounds are cleaned to a high standard, including displays, collection areas as well as staff and public areas.

Security19. Lead on the development and delivery of Security requirements for the Trust

including buildings, staff and assets.

20. Oversee and manage an all year round 24 hour call out system for the Trust.

21. Oversee the safe handling of cash.

22. Oversee the Responsible Officer duties ensuring that staff receive appropriate training.

23. Undertake duties as a key holder.

I.T.24. To lead on the ongoing development of an IT strategy, hardware and infrastructure

for the Trust, liaising with staff and IT providers ensuring that the Trusts IT provision is fit for purpose.

HR and Volunteers

25. Oversee the implementation of the Trust’s HR and Volunteer policies, procedures and working practices to ensure compliance with legal requirements and aims for best practice.

26. Oversee issues relating to staff and volunteers including recruitment, selection, absence, performance management, training and discipline.

27. Develop and support the training and development strategy for the Trust.

Other duties

28.Work flexibly across the service to deliver the Trust’s Business Plan.

29.Ensure professional knowledge and expertise is up to date and effectively transferred to team members. Represent the Museum at professional meetings, courses and conferences, adopting a responsible and decisive approach where required.

30.The Trust operates across a 7-day working week. Flexible approach to working hours will be required, the role may also involve occasional evening, weekend and bank holiday working. Also attend the museum’s premises for emergency call outs/Responsible Officer duties.

Mandatory for all staff Take care of your personal health and safety and that of others and report any health and safety concerns. Ensure proactive compliance with the THMAGT H&S Policies, including risk assessments and implementing safe systems of work.

Staff will be expected to ensure that the approach and ethos outlined in the Tullie House Manifesto are central to all activity.May 2016

Please noteThis job description is not exhaustive and amendments and additions may be required in line with future changes in policy, regulation or organisational requirements, it will be reviewed on a regular basis.

May 2016

TULLIE HOUSE MUSEUM AND ART GALLERY TRUSTPERSON SPECIFICATION

JOB TITLE: Head of Commercial and Visitor Services

All criteria are essential, unless stated as ‘Desirable’ (D)

Criteria Competency

Education & Qualifications

• Degree in relevant subject (or equivalent) or be able to demonstrate the equivalent level of knowledge gained through experience

• Management or Marketing Qualification (D)• Qualification/training in areas of financial and staff

managementExperience, Knowledge & Understanding

• Experience of working as part of a Senior Management Team contributing to development and implementation of strategic plans specifically leading on Commercial and Visitor Experience activities. Plus a strategic understanding of a minimum of 2 from:

o Marketingo Operationso Human Resources (HR)

• Considerable post qualification experience of working in a commercial environment.

• Strong knowledge and understanding of the principles of visitor services.

• Experience of effectively managing, leading and developing several teams, successfully achieving objectives through the management of performance.

• Experience of working directly with the public in the cultural or charitable sector (D)

• Retail experience (D)• Experience of working with a Board and/or Trustees• Understanding of Charity Law (D)• In-depth knowledge of health & safety issues.• Awareness of current issues in museums and/or arts

Skills Entrepreneurial attitude to recognising and developing commercial opportunities

Effective leadership and people management skills – able to lead, inspire and engage others whilst managing workloads and delegating to ensure completion of tasks to deadline, within financial targets.

Excellent advocacy, presentation and communication skills with an ability to engage effectively with a wide range of stakeholders

Excellent organisational skills - high attention to detail with the ability to produce professional accurate documents.

Project management skills gained from practical experience of managing exhibitions and/or capital

May 2016

projects (D). Ability to prepare and manage substantial budgets Ability to work proactively with a wide range of partners

and representatives of other organisations. Demonstrating an ability to build strong, professional relationships and networks and make decisions.

Proficient in Microsoft Office Word, Outlook, Excel (Powerpoint and Publisher desirable).

Effective negotiating skillsPersonal qualities & Commitment

• Self-motivated and able to provide evidence of continual professional and personal development and an approach that actively develops the skills and knowledge of others.

• Work effectively and professionally as part of the team, managing multiple priorities individually, co-operating with others; collaborating and networking externally for specific outcomes and projects.

• Ability to be imaginative, innovative and entrepreneurial contribute new ideas, to a working culture that is open and responsive to change.

• Physically fit – as will be required to work alongside others during exhibition install and de-install’s.

• Positive attitude towards health and safety.• Commitment to the highest levels of service delivery• Able to deal with, and resolve, difficult situations in a

calm, tactful and firm manner – adopting a responsible and decisive approach.

• Ability to build strong relationships with external stakeholders and within the Trust.

• Evidence of a commitment to continuing personal and professional development.

• Commitment to equality and diversity in the workforce.Other factors • Full Driving Licence with a willingness to travel

• Flexible approach to working hours as weekend/evening/bank holiday work and requirement to respond to out of hours emergencies

May 2016