Visitor Experience Manager - London

VISION & VALUES:

• INSPIRE - We inspire positive change through awe and amazement.
• DISRUPT - We disrupt by taking risks and challenging convention.
• BELIEVE - We believe action today can change the world tomorrow.

WHO WE ARE

We are a company with our roots in the South West who create immersive experiences for everyone, where art, storytelling, and purpose collide. We do this whilst balancing environmental and societal impact alongside profit to ensure we are part of a sustainable future.

THE ROLE

We are seeking a highly organised, proactive, and people-focused Visitor Experience Manager to oversee the smooth delivery of all visitor-facing operations at Wake The Tiger, London.

This pivotal role ensures that every visitor enjoys an exceptional, seamless, and engaging experience from arrival through to exit, while maintaining safe, efficient, and commercially effective operations within a high-footfall, large-scale venue environment.

The Visitor Experience Manager will report into the Head of Operations and directly manage the Duty Management and Visitor Experience teams, taking overall responsibility for guest journey delivery, service standards, visitor flow, operational procedures, and real-time operational decision-making.

This role plays a critical part in shaping how the attraction operates day-to-day, requiring strong leadership, excellent situational awareness, and the ability to balance visitor experience, safety, and commercial priorities.

KEY RESPONSIBILITIES

‍Visitor Experience & Guest Journey

• Own and continuously optimise the end-to-end visitor journey, including arrival experience, admissions, queueing systems, way-finding, in-experience interactions, and exit flow
• Drive exceptional service standards across all visitor touch-points
• Identify friction points and implement practical, data-driven improvements
• Ensure accessibility, inclusivity, and visitor comfort are embedded into operational delivery
• Oversee queue management strategies aligned to capacity modelling and throughput objectives
• Support capacity planning and visitor flow modelling aligned to trading patterns
• Monitor throughput performance and implement practical flow optimisation strategies
• Collaborate with Operations leadership on peak demand planning and trading efficiency

Operational Processes & Procedures

• Develop, implement, and maintain clear operational processes and procedures supporting visitor-facing operations
• Ensure policies and procedures remain effective, practical, and regularly reviewed
• Drive consistency of operational delivery across shifts and teams
• Support continuous improvement of systems, workflows, and operational standards
• Drive continuous improvement of operational workflows and service delivery systems
• Ensure operational practices remain scalable within a large-scale, high-footfall venue
• Oversee day-to-day visitor operations within a large-scale, high-footfall environment
• Manage admissions flow, peak management, and trading efficiency
  Ensure Duty Managers are equipped and empowered to manage live operational challenges
• Maintain strong, visible floor presence, particularly during peak trading periods
• Support real-time operational decision-making impacting visitor flow and experience

Stakeholder & Contractor Collaboration

• Work closely with Security, Technical, Facilities, and Commercial teams to ensure joined-up operational delivery
• Liaise with external stakeholders, contractors, and service providers where required
• Support the delivery of compliance, statutory obligations, and safety standards
• Build strong working relationships that enable smooth venue operations

Service Standards & Culture

• Define, embed, and evolve visitor experience standards and behavioural expectations
• Foster a proactive, solutions-focused guest service culture
• Lead by example in professionalism, tone, and visitor engagement
• Drive consistency of experience across shifts and teams
• Protect and champion the integrity of the immersive visitor experience
• Ensure sure operational delivery enhances rather than detracts from creative intent

Performance & Insights

• Monitor visitor satisfaction, feedback trends, complaints, and behavioural data
• Analyse queue times, flow efficiency, and operational bottlenecks
• Deliver measurable improvements to visitor satisfaction and throughput
  Produce regular operational performance reports and insights
  Use visitor feedback, behavioural data, and operational trends to inform decision-making
  Identify patterns impacting visitor satisfaction, flow, and trading performance

Health, Safety & Compliance

• Ensure Health & Safety compliance across the London site, embedding a proactive safety culture at every level
• Develop, implement, and maintain robust H&S policies and procedures, ensuring compliance with all relevant legislation and best practice
• Work in close partnership with external stakeholders where necessary to review and update procedures regularly
• Conduct risk assessments and ensure appropriate mitigating measures are implemented
• Oversee staff safety training programmes and ensure records are kept up to date
• Investigate incidents, maintain comprehensive reports, and drive improvements to prevent recurrence
• Act as a key point of contact for emergency response and safety procedures
• Maintaining good relationships with service contractors and ensuring PPM checks are completed as required and logged appropriately
• Report any major concerns to the Head of Operations and lead on resolutions

Leadership & Team Development

• Lead, inspire, and support the Duty Management Team
• Set clear goals, provide regular feedback, and develop team capability through coaching and mentoring
• Foster a collaborative culture where accountability, communication, and problem-solving are encouraged
• Ensure training and development needs are identified and addressed for operational staff

Proven experience delivering excellent visitor or customer experiences in a fast-paced environment

SKILLS & ATTRIBUTES

• Highly organised, with strong problem-solving and decision-making skills
• Confident communicator with strong interpersonal and customer service skills
• Comfortable using a range of digital tools and systems
• Willingness to work occasional evenings and weekends (approximately one weekend per month, more during peak periods)
• Proactive, adaptable, and keen to learn and grow within the role

DIVERSITY & INCLUSION

At Wake the Tiger, we prioritise inclusive and fair recruitment practices. We value diversity in all its forms and welcome candidates regardless of gender, race, ethnicity, sexual orientation, disability status, age, or religion. We are committed to creating an inclusive workplace where everyone feels valued and respected, so please let us know if you require any reasonable adjustments during the recruitment process.

APPLY

Suitable candidates with equivalent qualifications/skills and more or less experience may apply. Rates of pay and salary ranges are dependent upon your experience, qualifications, and training.

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