Head of Visitor Experience

Head of Visitor Experience

SALARY: c. £38,000 per annum

Hours: Full time including some weekend working

LOCATION: Camden Town, London

REPORTING TO: Director of Finance and Operations

RESPONSIBLE FOR: Visitor Experience Managers x 2
Retail Manager
Cafe Manager

Museum Administrator

ANNUAL LEAVE: 20 days per year pro rata with an additional allowance for public holidays and Jewish festivals (approximately 6-12 days per calendar year), increasing to 22 days after two calendar years.

This application pack contains the following information:

1.  Job description

2.  Information about the Jewish Museum London

3.  Equal Opportunities Policy and Monitoring Form

To apply, please send your current CV and a cover letter, explaining your interest in the post and relevant experience and qualifications, together with details of at least two referees, your current salary and information regarding your availability.

To assist us in arranging interviews, please note if there are any dates when you will be unavailable for interview as a result of holiday arrangements.

Please also indicate if there are any restrictions on you taking up employment in the UK and, if so, provide details.

The Equal Opportunities Monitoring Form should be completed and included with your application.

Please send your application to:

Alex Hoyos-Twomey

Jewish Museum London

Raymond Burton House

129-131 Albert Street

London

NW1 7NB

Or by email to:

Closing date for applications: 12pm Tuesday 18th July. Interviews to be scheduled the week commencing 24th July.

1. Job Description

Reporting to the Director of Finance and Operations, the Head of Visitor Experience is responsible for the overall management of the visitor experience and the smooth running of the public areas. This an exciting time to join the team as the museum has ambitious plans over the next few years in which the visitor experience is central.

The post holder will line-manage the Visitor Experience Team, which includes the shop and café, and will use their considerable expertise to devise and implement new strategies leading to an improved visitor experience. The Head of Visitor Experience will assume duty management responsibilities of the building along with the Visitor Experience Managers, and operational responsibilities along with the Director of Finance and Operations.

A high degree of flexibility and the ability to manage effectively, both directly and by influence, will be key to this exciting new role, which will lead a dynamic new visitor-centred approach for the Jewish Museum London.

Main areas of responsibility

·  Develop and implement a new visitor experience strategy for the museum, putting our visitors at the heart of everything we do whilst maintaining the unique culture of team motivation and excellence in customer service, always striving to improve and innovate.

·  Manage all elements of the overall front of house, including museum and contracted staff.

·  Agree commercial targets and maximise business development opportunities in conjunction with the Director of Development, implementing commercial strategies in the shop and café accordingly and working closely with the Retail and Café managers to ensure standards are maintained and the businesses continue to innovate and improve.

·  Manage the EPOS till system, including cash handling and ensuring the end of day reports are reconciled and recorded accurately, investigating any discrepancies and reporting accordingly.

·  Lead on implementing the new CRM system for the shop and café in November 2017 (Raiser’s Edge) in conjunction with the Data and Insights Manager, and ensure adequate training is provided for all visitor experience staff and volunteers.

·  Produce regular reports to the Senior Management Team across all areas of the visitor experience.

·  Line management of the Visitor Experience Team (Retail Manager, Cafe Manager, Visitor Experience Managers and Museum Administrator), including oversight of the volunteer programme and maintaining an operational knowledge in all key areas

·  Devise the monthly rotas for the Visitor Experience Team, ensuring adequate cover in the shop, café and galleries and react to changes in staff and volunteer availability as they occur

·  Liaise with contractors in the absence of the Director of Finance and Operations

·  Assume duty management of the building on a rota basis

·  Supervise the Security Team on site and be their point of contact for the museum, check their monthly rotas and advise on security cover monthly in advance.

·  Assume Health and Safety responsibilities in the absence of the Director of Finance and Operations

·  Be responsible for ensuring that the museum Building Management System (BMS) is programmed correctly for all events and contractors out of the museum core hours

·  Ensure Health and Safety checks are done on a regular basis and that paperwork is kept up to date, adhering at all times to current Health and Safety guidelines

·  Ensure that the public spaces, including the Auditorium, Education Space and Meeting Room are set up for meetings and events supported by the Visitor Experience Managers and the Museum Administrator

·  Ensure the Visitor Experience team have access to regular training and professional development opportunities

·  Carry out any other reasonable duties as requested by the Chief Executive or other designated senior staff.

This Job Description is subject to alteration in response to changes in legislation or the Jewish Museum’s operational procedures.

Person specification

Essential

·  3-5 years’ minimum management experience in a visitor attraction

·  Experience of managing volunteers and/or contracted staff

·  Experience of managing a building and acting as a Duty Manager or Supervisor

·  Track record of successfully working to financial targets

·  Track record of commercial reporting

·  Excellent IT skills including using Microsoft packages

·  Considerable experience with EPOS and cash-hand

·  Excellent verbal and written skills

·  Ability to build strong internal and cross-departmental relationships

·  Ability to lead, motivate and empathise

·  Strong negotiating skills and ability to delegate effectively

·  Calm under pressure and able to prioritise work effectively

Desirable

·  First aid qualification

·  Personal License

·  Retail experience

·  Experience of using CRM systems (ideally Raiser’s Edge)

·  An interest and knowledge in museums and/or Jewish history

2. About the Jewish Museum London

The Jewish Museum tells the story of the culture and heritage of Jews in Britain through universal themes of migration, family, faith and culture. We are based in vibrant Camden Town and attract visitors of all ages, backgrounds and faiths through our critically-acclaimed exhibitions and award-winning learning programmes.

The Jewish Museum plays a vital role in telling the story of Jewish life, history and culture in Britain and in challenging prejudice, provoking questions and encouraging understanding.

Our Mission is to surprise, delight and engage all people, irrespective of background or faith, in the history, identity and culture of Jews in Britain by inspiring discovery, provoking questions and encouraging understanding. Our Vision is of a world where cultural diversity and the contribution of minority communities are explored, valued and celebrated, for the enrichment of society as a whole.

Central to the museum are its wide range of vibrant and stimulating exhibitions and public programmes, which, more recently, included hugely successful retrospectives on Abram Games and Judith Kerr, and exhibitions about Amy Winehouse and football. The football exhibition toured nationally and Amy Winehouse: A Family Portrait broke all previous visitor records, was covered extensively by local and national press and has broken box office records whilst touring in Vienna, Israel, Amsterdam and San Francisco. Our recent exhibitions which range from a cultural history of Blood to the history of men’s fashion have received critical praise and 5 star reviews.

Our award-winning education programme reaches nearly twenty thousand school children each year, 95% of whom are not Jewish, helping to foster an understanding of Jewish culture they otherwise wouldn’t have.

With the museum’s rising profile, improved visitor numbers and expanding digital reach, this is an exciting time in our history as our reputation continues to grow.

3. Equal Opportunities Policy

1. Statement of Policy

The Jewish Museum endeavours to be an equal opportunity employer and has a policy for this purpose.

The aim of the policy is to ensure that no job applicant or employee receives less than favourable treatment on the grounds of sex, race, colour, nationality, ethnic or national origins, age, marital status, sexual orientation or disability or is disadvantaged by conditions or requirements which cannot be seen to be justifiable.

This policy covers all aspects of employment including vacancy advertising, selection, recruitment, training, conditions of service and reasons for termination of service.

To ensure that this policy is operating effectively and for no other purpose the Museum maintains records of employee’s racial origins, gender and disability. The Museum will ensure that there is ongoing monitoring and analysis of such records to provide the basis for appropriate action to eliminate unlawful direct and indirect discrimination and promote equality of opportunity.

The Chief Executive is responsible for the effective operation of the Jewish Museum’s Equal Opportunities policy.

2. The Policy

2.1 Vacancy Advertising

Wherever possible all vacancies will be advertised simultaneously internally and externally. Steps will be taken to ensure that knowledge of vacancies reaches underrepresented groups internally and externally.

All vacancy adverts will include an appropriate short statement on equal opportunity.

2.2 Selection and Recruitment

Selection criteria (job description and employee specification) will be kept under constant review to ensure they are justifiable on non-discriminatory grounds as being essential for the effective performance of the job.

At least two people must be involved in the selection interview and recruitment process, and should have received training in equal opportunities. Reasons for selection and rejection of applicants must be recorded.

2.3 Personnel Records

In order to ensure the effective operation of the equal opportunities policy and for no other reason a record will be kept of all job applicants’ and employees’ racial origins and disability.

Where necessary employees will be able to check/ correct their own record with regard to equal opportunities. Otherwise access to this information will be protected.

Such records will be analysed regularly and appropriate follow up action taken.

2.4 Equal Opportunities and Volunteers

The Jewish Museum is committed to supporting and developing its volunteers and will apply the spirit and where applicable the letter of this policy to them.

2.5 Service Users

The Jewish Museum also seeks to provide equality of opportunity for service users of all backgrounds. Particular effort is made to reach the elderly, disabled and disadvantaged through its programme of outreach which includes educational programmes, talks and travelling displays.

Wherever possible efforts will be made to identify and remove unnecessary/unjustifiable barriers and provide appropriate facilities and conditions of service to meet the needs of disadvantaged and/or underrepresented groups.

3. General

The objectives of this Equal Opportunities Employment policy are

•  To ensure that The Jewish Museum has access to the widest labour market and secures the best employees for its needs.

•  Ensures that no applicant or employee receives less than favourable treatment and that wherever possible they are given the help they need to reach their full potential to the benefit of the Jewish Museum and themselves.

The cooperation of all employees is essential for the success of this policy. However the ultimate responsibility for achieving the policy’s objectives and for ensuring compliance with the relevant Acts of Parliament as well as the various codes of practice lies with the Jewish Museum. Behaviour against the spirit and/or the letter of the laws on which this policy is based will be considered a serious disciplinary matter and may in some cases lead to dismissal.

Equal Opportunities Monitoring Form

The Jewish Museum is committed to equal opportunities in employment through its policy statement (attached). This form is used solely for Equal Opportunities monitoring purposes. All data is confidential and will not be referred to during the selection procedure. Please complete the form and return it with your application.

Name:

/ Date:
Post applied for:

Gender

/ Male
Female

Ethnic origin

Please tick the box that best describes the ethnic group to which you belong. / White
Chinese
Black African
Black Caribbean
Black – other
Indian
Pakistani
Bangladeshi
Other / (please describe)
(please describe)

Disability

Please indicate whether you consider yourself to be disabled
Are you a EU citizen? Yes / No What is your nationality?
Do you require a work permit? / Not disabled
Disabled / (please describe)

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