RDMSC Retail and Visitor Experience Manager
JOB DESCRIPTION v1.0 FINAL Feb 2015
The Roald Dahl Museum and Story Centre
Job description: / Retail and Visitor Experience Manager (RVEM)Reports to: / Museum director
Responsible for: / Retail and Visitor Experience Front of House staff (see staffing chart)
Hours: / 37 hours per week
Holiday entitlement: / 28 days per year + Bank Holidays
Type of post: / Permanent (subject to successful probation period)
Salary: / Circa £30,000 per annum
Pension: / Subject to successfully completing a probation period, the Museum will make a contribution of 6% of the post holder’s salary to an agreed pension scheme.
Summary purpose of the post:
To be responsible for the quality and development of retail activities and visitor experience at the Roald Dahl Museum and Story Centre (‘the Museum’), including the Museum’s on-site and online trading and the day-to-day Front of House running of the Museum.
Context, February 2015:
The Museum has been open since 2005. The previous longstanding postholder developed the role of ‘Visitor Services Manager’ to include a strong onsite retail presence, in the charming but undeniably challenging spaces of the Museum.
In spring 2014 the Museum’s web presence, including online retail, became part of www.roalddahl.com, the revamped website for the Roald Dahl Literary Estate and its two associated charities (the Museum and Roald Dahl’s Marvellous Children’s Charity). Since the web redevelopment, online retail fulfilment has been outsourced, and this relationship requires ongoing management and review.
In terms of visitor experience, the Front of House team is a mixture of young people and more experienced staff, with local recruitment typically happening each July. Two supervisor positions recently became vacant. The team is being managed and is performing well under an interim arrangement, but there is presently little capacity to address areas ripe for development both onsite and online.
This position therefore represents an exciting opportunity for someone with retail experience and a fierce commitment to superb customer service - delivered through well-considered training and development for staff - to make their mark on an already successful charitable organisation, and help make it even better.
Main tasks:
1. Retail and ticketing
a. On-site
· Source, order, display, monitor and analyse sales of Museum shop stock.
· Review and develop of Museum shop to deliver increased income.
· Integrate and refine Front of House customer service from shop to museum galleries.
· Manage onsite ticket sales process and systems, including telephone sales.
b. Online
· Maintain online product information and effective stock management via the RoaldDahl.com Content Management System and through relationships with third party fulfilment house (Gardners) and the Roald Dahl Literary Estate’s merchandise licensees.
· Working with the Roald Dahl Literary Estate’s Website and Digital Marketing Manager to ensure online retail content is aligned with the overall Roald Dahl brand guidelines.
· Ongoing analysis of the online store’s performance, working with the Roald Dahl Literary Estate’s Website and Digital Marketing Manager and the Museum’s Finance Manager.
· Ongoing review and development of online retail to deliver increased income, working collaboratively with Roald Dahl Literary Estate and fulfilment house.
· Manage online tickets sales process and systems, including relationship with software and hardware providers.
2. Visitor Experience
· Recruit, train and manage Retail and Visitor Experience staff to provide excellent customer service Front of House, in ticket sales, shop and museum galleries. This will include, but not be limited to:
o Collaboration with colleagues to develop and deliver robust Visitor Experience training programmes - including storytelling training - and socially responsible recruitment.
o Collaboration with colleagues to ensure robust recruitment and training programmes for Duty Officers (senior staff qualified to be in charge on site), in addition to Visitor Experience training.
o Ensuring the preparation of weekly and monthly rosters to ensure appropriate Front of House staffing levels.
o Ensuring the preparation of Duty Officer rosters to ensure weekends are covered by a qualified senior member of staff.
o Leading by example, participating in the rosters and modelling behaviour that delivers high levels of visitor experience at all times.
· Work with the Museum director and colleagues on Fire & Evacuation and Health & Safety practices, including policy review, daily implementation e.g. fire alarm tests, and training.
· Work with other members of Museum staff and Café franchisee to develop and run integrated promotions.
· Take overall responsibility via the Duty Officer roster to ensure daily maintenance of galleries and swift resolution of issues, working with the Office and Facilities Manager as necessary.
· Work with the Museum director and colleagues on short, medium and long term gallery developments to enhance visitor experience.
· As a member of the Management Team, respond to customer feedback in relation to retail and visitor experience matters, promptly, politely and constructively.
· Cultivate an ethos and practice of perpetual improvement in visitor experience through staff support and development.
3. Events and Education
· Manage Front of House staff engagement in off-site activities and Education programmes, working closely with the Education team.
· Ensure that clear job descriptions and pay rates are maintained for differentiated roles, including, but not limited to education delivery.
· Develop and deliver Front of House recruitment and training in a socially responsible manner, congruent with the Museum’s charitable purpose.
4. Financial management and reporting
· Work with the Museum director and Finance Manager to plan and then spend within an agreed annual budget.
· Work with the Museum director to produce business cases and funding bids for development projects to improve Retail and Visitor Experience.
· Produce monthly and weekly reports to monitor the income and expenditure in the shop and ticket sales.
· Produce regular and ad hoc analytical reports for director, Trustees and funders as necessary.
· Ensure effective daily cash handling and banking of income.
5. Other responsibilities
· As a Duty Officer on a roster, work agreed weekends. Time off in lieu will be offered for additional hours, by agreement with the Museum director.
· As a Duty Officer, be a trained first aider (training will be provided).
· Carry out all duties in accordance with the policies of the Museum, proactively identifying and working with colleagues to resolve discrepancies and poor practice.
· Take reasonable care of the health, safety and wellbeing of yourself and others.
· Carry out other duties as may be reasonably required by the Museum director or Trustees.
APPENDIX 1
Duty Officer - Indicative daily tasks
Whenever the Museum is open to the public there must be at least one trained Duty Officer on the premises. The Duty Officer is the senior person in charge of retail and visitor experience on site during the day.
NB The Retail and Visitor Experience Manager is responsible for ensuring there are a sufficient number of trained and rostered DOs, as well as being lead DO for much of the week.
Key holding: / · Be responsible for the unlocking and locking of the Museum and the setting of alarms.· Be on call-out roster to respond to out-of-hours alarms, if required.
Emergency procedures: / · Maintain awareness of, and apply emergency procedures, for first aid, safeguarding, fire & evacuation.
· Proactively check issues relating to emergency preparedness at the start of each rostered day.
Health & Safety: / · Be a trained first aider and give first aid to staff and/or the public when needed, following emergency procedures.
· Proactively check issues relating to general health & safety on site throughout each rostered day, including site cleanliness and tidiness.
Standards and feedback / · To set a high standard of visitor experience through own behaviour during the course of the day.
· To respond constructively to any verbal complaints, making sure all Front of House staff are aware of appropriate complaint response at the start of each rostered day.
· To use good judgment in referring complaints to Retail and Visitor Experience Manager or Museum director as necessary.
· Report any operational issues to the Retail and Visitor Experience Manager at the end of the day (or sooner if severity demands), with recommendations.
Staffing and invigilation: / · Check the roster and ensure all Front of House staff are briefed for the day ahead, including Museum programme, available office staff for enquiries, and any Health & Safety issues.
· Oversee and provide rostered and ad hoc cover for Front of House staff during the day.
· Make a patrol of all Museum spaces periodically during the day, addressing any issues that may arise, maintaining a tidy and safe site.
Sales and cash handling: / · Ensure that the ticket desk, phone line and shop are all well stocked and presented, and all sales equipment is prepared e.g. spare toll rolls, at the start of the day.
· Take responsibility for cashing up shop and ticket sales in line with Museum financial procedures.
RDMSC Retail and Visitor Experience Manager
JOB DESCRIPTION v1.0 FINAL Feb 2015
APPENDIX 2
RDMSC Staff Chart, February 2015