Job Title:
Head of Visitor Experience
About Us:
The Guinness Storehouse is recognised as the world's leading tourist attraction welcoming millions of visitors every year.
Our inclusive culture values each other and celebrates different perspectives, supporting you to thrive and recognise your unique contributions.
About the Role:
The Head of Visitor Experience demands a strategic leader with exceptional people skills, commitment to excellence in customer service, and strong commercial acumen.
Responsibilities:
* Develop and implement a comprehensive visitor experience strategy aligned with the organisation's vision, mission, and goals.
* Identify and prioritise initiatives that enhance visitor satisfaction, NPS, and loyalty.
* Collaborate with cross-functional teams to ensure a seamless visitor experience.
* Track and control the effectiveness of A&P spend and ensure full compliance with DMC Only Guinness Can Do Customer Experiences.
* Set and maintain the highest standards for customer service, ensuring every visitor interaction is positive and memorable.
Requirements:
* Formal qualifications in event, food and beverage, hospitality, hotel, or visitor experience operations business management.
* Strong leadership and people management skills.
* Evidence of continuous Learning & Development to keep pace with the fast-paced world of customer service and visitor experiences.
* Strong financial and commercial acumen.
* Strong digital experience, comfortable using standard business tools, ideally experience of using ticketing systems in a high volume environment.
What We Offer:
A highly competitive rewards and benefits package including contemporary work life balance policies and wellbeing activities, subsidised gym membership, contributory pension scheme, lunch allowance, product allowance, annual bonus, and share options.
Our Purpose:
We celebrate life, every day, everywhere, and create an inclusive culture where everyone feels valued and listened to. We believe the most diverse and inclusive culture makes for a better business and better relationships with our consumers and partners.