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  • Guest Experience Manager
    Guest Experience Manager
    3 hours ago
    £30000–£35000 yearly
    Full-time
    London

    Reporting directly to the Operations Manager, the Guest Experience Manager (GXM) will oversee the day-to-day operations of the museum, ensuring the Guest Experience team is well coached and equipped to meet their objectives. Team Management Managing a team of approximately 15–20, the GXM will foster a supportive and unified staff culture. Key responsibilities include completing and communicating staff rotas, coaching and training staff, conducting probation and performance reviews, and carrying out basic fact-finding exercises. Gift Shop & Retail Operations The GXM is responsible for the smooth operation of the museum’s gift shop, supervising a team of five shop staff. Duties include ensuring exceptional customer service, overseeing merchandising standards, managing retail POS procedures, monitoring stock levels, and coordinating replenishment. The GXM will create and communicate shop staff rotas, support training and development, lead performance reviews, and ensure sales targets and retail KPIs are met. Collaboration with the Operations Manager on product launches, visual merchandising, and promotional activity is essential. Guest Experience Delivering outstanding guest experiences sets Paradox Museum apart. The GXM will lead with exemplary customer service skills, manage the flow through the museum, handle time-slot management, answer guest questions, and act as the first point of escalation. Mastery of the ticketing system and retail POS is essential. Facilities and Operations Each shift, the GXM will manage all operational elements to ensure a safe environment for staff and guests. Responsibilities include key holding, acting as first aider and fire warden, performing daily reconciliation banking tasks, and troubleshooting IT and maintenance issues. The GXM will also liaise with cleaning and maintenance contractors and complete regular facility reports. Minimum Requirements • Minimum two years’ team leadership experience within a high-volume Customer Service, Leisure, Tourism, or Hospitality environment, • Experience in rota creation and communication, staff training, and performance review, • Supervisory level experience with Box Office/POS, • Experience in managing labour budget and delivering targeted KPIs, • First aid, fire marshal, and personal licence certificate holder (desirable) Personal Attributes • Outstanding organisational and time-management skills, • Excellent communication and presentation skills, • Fluency in English (verbal and written); additional languages desirable, • Ability to thrive in a fast-paced environment, • Enthusiastic about change and capable of driving the business forward

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