Visitor Experience Manager
Somerset House Closing date: Sun, 05 Jul 2026
- Full time
- £30k-£40k
- Apply now
Wed, 24 Jun 2026 "> published -
Job Summary
Job Description
You will be leading a large team to deliver an exceptional customer service, working across departments to operationally plan and deliver our wide-ranging public programme. You will be a strategic thinker, confident negotiator with excellent communication skills. You will use your knowledge and expertise to advise in event and exhibition planning prioritising visitor experience, operations, safety and security. You will bring demonstrable experience of working on a wider range of cultural programme from live events including gigs, exhibitions, commercial events, installations and performance. You will bring a passion for Diversity and Inclusion and a willingness to imbed inclusive practices in everything you do.
Somerset House events are fully inclusive safe spaces for any person to participate and enjoy without fear of feeling marginalised, unrepresented, or unwelcome. We particularly welcome applicants from underrepresented backgrounds.
Job Requirements
We are looking for someone who has:
Experience of supporting the design and delivery of complex projects and/or events, including leading on visitor experience, operational planning and logistics.
Experience of managing large scale site-specific projects such as gigs or exhibitions.
Experience managing teams in a visitor experience or customer service environment, including staff rostering.
Evidence of managing a large (100+) and diverse team in an arts or cultural setting.
Demonstrable line management experience including HR requirements.
Previously managed multiple priorities across a complex site.
Confidently devised and delivered training to large groups.
Knowledge of Health and Safety regulations for both the public and staff, with experience of managing onsite evacuations and leading H&S staff training.
Please follow the apply now link for full job requirements and responsibilities
Job Responsibilities
Lead the team to ensure the highest standards of visitor engagement, crafting a warm and friendly welcome and a vibrant and responsive visitor experience.
Support the organisation's objectives and departmental KPI's.
Confidently and efficiently project manage large scale exhibitions and events, leading on visitor experience, operational planning and logistics.
Ensure teams (e.g. Visitor Experience Assistants and Security) are briefed and have the information they require to deliver a consistent, high-quality service across site.
Ensure that all areas of the site are always well presented and maintained.
Deal with customer complaints and feedback and effectively manage challenging conversations to ensure a mutually beneficial solution.
Share your knowledge and enthusiasm about Somerset House and its programme to all our visitors.
Support the collection and analysis of visitor feedback.
Please follow the apply now link for full job requirements and responsibilities.
Useful Links
Job Overview
- Job Title: Visitor Experience Manager
- Salary: £30k-£40k
- Hours: Full time
- Artform: Combined arts
- Role: Customer Service
- Contract: Permanent
- Closing date: Sun, 05 Jul 2026
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Location:
| view on Google MapsLondon
Job: Visitor Experience Manager
Job: Visitor Experience Manager
Organisation: Somerset House
Postcode: WC2R 1LA
How to Apply
Provide a cover letter and CV, along with answers to a few questions via the apply now link.
Please apply by 23.59 on Sunday 5 July 2026.
About Somerset House
Somerset House is the home of cultural innovators, sitting at the meeting point of artistic and social practice. We host the UK’s largest and most exciting creative community right in the heart of London.
We welcome 3 million annual visitors to share our unique combination of cultural events, the creative industries and history. It is this mix that empowers our programme and our organisational culture, making us a singular, compelling and inclusive place to visit and work.