Head of Commercial

To lead the Museum's commercial strategy, bringing together visitor experience, admissions, retail, venue hire, marketing and digital channels to create an integrated customer journey, grow audiences and increase sustainable earned income. The role provides strategic leadership for the Museum's commercial portfolio, ensuring income-generating activity supports the long-term sustainability, accessibility and financial resilience of the National Justice Museum and its heritage assets, while working collaboratively with specialist functional leads across the organisation.

• Develop and implement a long term commercial strategy aligned with the organisation’s purpose, vision and aims.
• Identify opportunities to strengthen and diversify income streams (physical, digital, brand partnerships, enterprise models).
• Lead annual commercial budgeting, forecasting, and long-term financial planning.
• Develop the Museum's commercial business plan and identify investment priorities to maximise long-term financial sustainability.
• Monitor sector trends and competitor landscape within UK museums and heritage visitor attractions.
• Contribute as a member of the Strategic Leadership Team, supporting organisational strategy, business planning, risk management and cross-organisational decision making.

• Oversee the development of the Museum's retail operation, ensuring the team, systems and product offer maximise commercial performance.
• Drive product development, merchandising strategy, supplier management, and sustainable income generation.
• Ensure retail reflects curatorial narratives and brand identity, matching stock with exhibitions and changing themes to support visitor engagement.

• Lead the commercial ticketing strategy, including pricing, growth, annual passes and promotional offers.
• Oversee membership propositions, audience development, retention, and CRM performance.
• Lead on Gift Aid, ensuring targets are met and opportunities to harness gift aid are maximised to support organisational sustainability.

• Collaborate closely with the Hospitality and Events Sales Manager to strategically develop and strengthen the Museum’s venue hire and commercial events offer.
• Work with the Hospitality and Events Sales Manager to maximise occupancy, profitability and customer satisfaction while ensuring events complement the Museum's charitable objectives.

• Grow e-commerce, digital ticketing, and paid digital content to better enable public engagement, and access to the museum’s collections and learning resources

• Lead and develop cross-functional commercial and visitor experience teams.
• Support the General Manager in overseeing the effective operation, maintenance, repair and development of the Museum’s buildings and physical infrastructure.
• Ensure commercial activity complies with financial, procurement, and ethical standards. Set KPIs, monitor performance, deliver reports to Executive/Board.
• Provide leadership, coaching and performance management for direct reports, fostering a collaborative, commercially focused culture.

• Work with Visitor Services, Marketing, and Curatorial to ensure commercial activity enhances the visitor experience.
• Review and implement efficient working practices within the Visitor Experience team.
• Use data and insights to improve visitor satisfaction, dwell time, spend per head, and repeat engagement to support reinvestment in the Museum's charitable objectives and heritage assets.

• Provide strategic commercial direction for the Museum's marketing and communications activity, working closely…