Visitor Experience Manager – RSPB Minsmere

Job Description

We are looking for a positive and innovative Visitor Experience Manager to help us deliver amazing experiences for our visitors, connect people with nature, drive visits to our reserve and generate vital income for the protection or our incredible nature and wildlife.

About Minsmere:

Minsmere is the RSPB’s flagship nature reserve based on the wild and picturesque Suffolk coast. Home to over 6000 different species Minsmere gives our visitors front row seats to incredible wildlife spectacles and views of some of the UK’s rarest wildlife like Bitterns, Marsh Harriers, Bearded Tits and Avocets.

Minsmere is recognised as one of Europe’s most important areas for nature and biodiversity and offers a huge opportunity to engage people, connect them with nature and gain their support for the RSPB’s vital conservation work.

About the role:

Exceptional visitor experience will be at the forefront of all you do, from creating and delivering a profitable events programme to developing on-brand signage and interpretation for our visitors. You will be an excellent communicator with experience of people engagement and interpretation, ideally within a visitor attraction. You will develop a marketing plan that drives visits to our reserve and manage our popular social media channels to engage and inspire visitors before they arrive.

Leading a diverse team of staff and volunteers with positivity and enthusiasm, you will be commercially minded and organised to support that team in achieving increased visitor income, footfall, and satisfaction. You will have a passion for people engagement and understand what excellent visitor experience looks like. You will be a great team player who embraces change, inspires others to reach their full potential and enjoys working closely with a wide variety of people from retail, catering and membership to the land management team and the wider HQ support teams.

You will need a valid driving licence and this role will require regular weekend and bank holiday working so flexibility is essential.

Essential skills, knowledge and experience:

• Computer literate to include professional use of social media adhering to brand
• Good working knowledge of visitor engagement techniques
• Successful experience of managing and supporting a team
• Proven ability to plan and prioritise work loads
• A natural leader who can motivate and inspire people
• Problem solving skills and ability to work on own initiative with high attention to detail
• Able to build and maintain strong working relationships
• Ability to maximise opportunities for visitor engagement and income generation
• Assertive and resourceful with a proven track record of getting things done
• Excellent verbal and written communication skills
• Experience of managing and delivering against targets and KPI’s
• Experience of planning and delivery of a high quality visitor offer
• Proven track record of managing a successful visitor project or visitor attraction

Desirable skills, knowledge and experience:

• Working knowledge of Equal Opportunities and Diversity
• Health and Safety in the workplace
• Knowledge of wildlife and conservation
• Experience of analysing and interpreting data in a visitor experience environment
• Ability to manage and respond to customer need and feedback

Although experience in a similar role is desirable, we actively encourage anybody who believes that they have the required transferrable skills to apply for this role. We’re after the right person. If you don’t quite hit all the criteria, but still hit the majority, you should still apply!

Benefits:

• Flexi-time and time off in lieu
• 34 days annual leave (including bank holidays)
• Annual volunteer day with the RSPB or another charity
• 4 weeks paid sabbatical for every 5 years of service
• 20% discount at all RSPB retail outlets
• Cycle to work scheme
• Free access to the RSPB Worker Assistance Programme

Additional Information:

This is a Permanent, Full-Time role for 37.5 hours per week. The closing date for applying for this role is Wednesday 5th of April 2023 at 11.59 pm, and interviews will be held on 12th and 13th April 2023 at RSPB Minsmere. For further information please contact bryony.tuijl@rspb.org.uk

As part of this application process you will be asked to provide a copy of your CV and complete an application form including evidence on how you meet the skills, knowledge, and experience listed above.

We are committed to developing an inclusive and diverse RSPB, in which everyone feels supported, valued, and able to be their full selves. To achieve our vision of creating a world richer in nature, we need more people, and more diverse people, on nature’s side. People of colour and disabled people are currently underrepresented across the environment, climate, sustainability, and conservation sector. If you identify as a person of colour and/or disabled, we are particularly interested in receiving your application. Contact us to discuss any additional support you may need to complete your application.

The RSPB is an equal opportunities employer. This role is covered by the Rehabilitation of Offenders Act 1974.

This role is not eligible for UK Visa Sponsorship - the successful applicant will need to have a pre-existing Right to Work in the UK in order to be offered an employment contract.

Before applying for this role, we recommend reading through the candidate guidance notes attached to the top of this advert.