Description
Based on the King’s Road in Chelsea, Saatchi Gallery is dedicated to the promotion and showcasing of contemporary art. We are seeking a highly motivated and customer-oriented individual to join our Visitor Experience team as a Duty Manager. Job Description As the Visitor Experience Duty Manager, you
Key Responsibilities-
- Oversee and manage the visitor experience, ensuring all visitors receive exceptional customer service and have a positive experience at the Gallery
- Line manage and train a team of Visitor Experience Assistants, ensuring they are equipped with the knowledge and skills required to provide excellent visitor service & perform their duties.
- Implement visitor engagement strategies to enhance the overall visitor experience
- Coordinate and schedule staff to ensure adequate coverage during Gallery opening hours, events, and exhibitions
- Act as the main point of contact for any visitor inquiries, complaints, or feedback, resolving issues in a professional and timely manner
- Manage the sale of tickets on site and lead the efforts to address any issues concerning tickets.
- Collaborate with the Communication and Learning teams to promote exhibitions, events, and educational programmes.
- Support the Building Management team and prioritise security, health, and safety of staff and visitors, ensuring the Gallery's facilities are well-maintained and presentable at all times
- Assist in the planning and execution of special events, including exhibition openings, artist talks, workshops, and fundraisers
- Monitor and report on visitor statistics, providing insights and recommendations for continuous improvement
- Proactively monitor and respond to incidents, ensuring timely resolution and minimal impact on Gallery operations.
- To act as a key holder for the Gallery.
Essential
- Proven experience in a customer service or visitor experience role, preferably in an arts or cultural institution
- Good spoken and written English
- Strong leadership and management skills, with the ability to motivate and inspire a team.
- Line management experience.
- Excellent communication and interpersonal skills, with the ability to interact effectively with visitors, staff, and stakeholders
- Exceptional organisational and multitasking abilities, with the ability to prioritise tasks and work under pressure
- Proficiency in MS Office and experience in computer systems and software, including ticketing systems.
- Excellent time-management skills
- Ability to manage challenging situations
- Flexibility to work evenings, weekends, and public holidays as required
Desirable
- Knowledge and appreciation of contemporary art, with the ability to engage and educate visitors about the exhibitions and the Saatchi Gallery
- First Aid trained - though further training will be provided
- Create rotas to ensure operational needs are met.
- Line management of Visitor Experience Assistants.
- Manage timekeeping, attendance & performance of the team.
- Maintain effective operational procedures throughout the day.
- Deliver morning briefings to Visitor Experience Assistants.
- Ensure smooth opening and closing of the Gallery.
- Safeguard works of art.
- Oversee general email and phone correspondence from on behalf of the Gallery
- Manage visitor queries and complaints with professionalism
- Respond promptly and efficiently to first aid and fire incidents
- Manage effectively the logging, storage, and disposal of lost property
- Manage basic information about visitors.
- Work with the Learning team on the safe and effective management of schools & workshop visitors.
- Manage Gallery events and work with the Events Team to ensure efficiency from start to finish.
- Maintain records such as end of day reports and incident reports.
This position is a full-time role working 5 days out of 7 for a total of 42.5 hours each week. The role requires some weekend working each month and shifts that may start early or end late.
Please apply in writing by email with a current CV and a cover letter detailing why you would be a good candidate for this position. Please include VISITOR EXPERIENCE DUTY MANAGER in the subject line.
Applications should be sent to [email protected]
The closing date for applications will be 6pm 02 June 2025. All applications will be considered but only applicants selected for interview will be contacted.