Visitor Manager

Visitor Experience Manager

Final date to receive applications: 5 July 2026

Department: Visitor Experience

Employment Type: Permanent - Full Time

Location: London

Reporting To: Senior Visitor Experience Manager

Compensation: £36,000 - £40,000 / year

We are looking for people to join our fantastic team at Somerset House Trust. As the home of cultural innovators, the Trust connects creativity and the arts with the broader society.

Somerset House pursues a ‘Step Inside, Think Outside’ spirit and is born from the creative community we nurture - the experience and perspectives we host across background, age, race, and stage, and the intersections and crossovers we encourage.

We are seeking a dynamic and knowledgeable Visitor Experience Manager to play a key role within the Visitor Experience Team. This is a rare and exciting opportunity for someone with strong management and leadership experience. You will be leading a large team to deliver an exceptional customer service, working across departments to operationally plan and deliver our wide‑range 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.

• 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 organisations 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. From this, in conjunction with the Senior Visitor Experience Manager and Head of Visitor Experience, make recommendations for improvements and lead on the implementation of these changes.
• Be confident and capable of producing daily, weekly and monthly reports where required.
• Review and refine operational procedures.
• Be a leader in fostering a culture of continuous improvement, including managing your own learning and professional development.
• Monitor and act on factors that enhance or compromise customer experience.
• Be a champion for Access and Inclusion and use this as an integral part of decision making in event and exhibition planning.
• Undertake any other duties and responsibilities as may be necessary from time to time to fulfil the obligations of the role.

• Provide clear, inclusive and consistent leadership to the visitor experience team, maintaining a professional and positive team culture.
• Line manage a team of Assistant Visitor Experience Managers, Duty Managers, Visitor Experience Assistants and the Customer Relations Coordinator/Visitor Experience Administrator, with the ability to support team development and progression including coaching where beneficial.
• Have experience of a running Ticket Office and providing operational support of Ticket Office teams.
• Devise and create training and induction plans, as well as ensure that…