Salary: Competitive (dependent on experience)
Hours: Full-time, 35 hours per week
Join a Historic Venue and Shape Its Retail & Visitor Experience
Our client, a stunning Art Deco landmark in the heart of London, is seeking a Head of Retail and Visitor Experience to drive commercial success, enhance visitor engagement, and lead their award-winning retail shop and museum team. This is an exciting opportunity to play a pivotal role in a unique heritage setting, welcoming over 200,000 visitors annually.
About the Role
As Head of Retail and Visitor Experience, you will develop strategic initiatives to maximise profitability, elevate customer service standards, and enhance the visitor experience. You will be responsible for managing all aspects of retail operations—both in-store and online—while ensuring the museum and guided tours provide an engaging and memorable experience.
Key Responsibilities
- Lead the retail function, overseeing product development, buying, merchandising, supplier negotiations, and stock control.
- Drive the success of the eCommerce platform (Shopify), optimising sales, stock control, and online customer experience.
- Oversee day-to-day visitor experience operations, ensuring smooth running of guided tours and customer services.
- Develop and implement strategies to enhance visitor engagement, working closely with internal teams and external partners.
- Manage and inspire the Retail and Visitor Services Team, ensuring excellent service delivery and operational efficiency.
- Implement marketing strategies for retail, eCommerce, and guided tours in collaboration with the Communications department.
- Oversee financial management of retail and visitor services, ensuring budget targets are met.
- Continuously improve customer experience through data analysis, visitor feedback, and process enhancements.
What We’re Looking For
- Proven experience in retail management, including profit and loss responsibility, financial reporting, and stock management.
- Strong knowledge of eCommerce platforms (ideally Shopify) and online retail strategies.
- Demonstrated leadership experience in managing and motivating teams.
- Excellent financial, data analysis, and planning skills, with proven budget management expertise.
- Experience in customer service and operations within a visitor attraction, heritage site, or similar setting.
- Strong communication, negotiation, and stakeholder management skills.
- Experience in merchandising, supplier management, and product development.
- Desirable: Background in museum or cultural heritage retail.
Why Join Us?
- Competitive salary (based on experience)
- BUPA private medical cover
- Generous pension scheme (3.5% employee & 9% employer, rising to 12%)
- Life assurance
- 25 days holiday, increasing to 30 with service
- Interest-free season ticket loan
- Subsidised gym membership
- Employee Assistance Programme
- A unique workplace within a world-renowned historic building
This is a fantastic opportunity for a dynamic retail and visitor experience professional to shape and grow a high-profile venue’s commercial and visitor operations. If you have the skills, experience, and passion to excel in this role, we’d love to hear from you.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Sales, Purchasing, and Training
Industries
Retail, Museums, Historical Sites
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