Job Description

Role:

General Manager

Reports to:

Chair of board of Trustees

Direct Reports:

Retail Manager

Contract Cleaner

Liaises with:

Museum Trustees

Events Manager

Head of Marketing Team

Volunteer Coordinator

Head of Site Team

External providers and contractors

Q External partners, agencies and regulatory bodies

Hours:

37.5 hours pw. (Due to the seven day nature of the museum's operation there will be a requirement for weekend and some evening working). 20 days holiday. Some Bank Holiday working will be required.

Salary:

To be agreed subject to the candidate's experience and ability to meet the requirements of the role.

Specific Qualifications Required:

Level 3 Food Hygiene Qualification

A First Aid qualification

(Training will be delivered to the successful candidate)

Purpose of the Role

The General Manager is responsible for the overall efficient running of the museum and developing income streams from the Aeroshop and Cafe.

Lead the team of museum volunteers by providing a strong presence on site.

Lead the development and implementation of the visitor experience strategy in conjunction with the trustees. Ensuring the museum's charitable objectives are met and a rich and insightful experience is delivered to visitors.

To be the museum's "responsible person" under Health and Safety Legislation and ensuring that all relevant HSE issues are met.

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Operational Management

Strategy and Planning

Design and monitor a Visitor Experience Plan (VEP) in conjunction with section leaders developing the visitor journey

Lead and manage all functions of the commercial team to maintain and develop the high standards of delivery of the visitor experience

Ensure commitment to continuous improvements across all commercial activities through feedback, evaluation, commercial awareness and personal and team development

Visitor Experience

Work closely with trustees and all section heads to develop the visitor experience and maximise visitor engagement

Represent the visitor viewpoint and advocate for the visitor viewpoint within the leadership team

Identify, define and share financial performance objectives with the leadership team detailing income streams from different activities and propose methods of improvement

Ensure consistent, effective and objective mechanisms are in place to assess visitor satisfaction and improve the visitor experience

Commercial Operations

Entry

Ensure through effective development and training that all visitors receive a warm and friendly welcome when purchasing tickets, guidebooks etc.

Ensure (through members of the IT team) that the digital interface for visitors is welcoming to visitors and both welcoming and informative

Shop

Ensure the highest standard of customer service, visual presentation and availability of a spectrum of products to suit all pockets

Perform annual stocktake

Monitor sales and profitability of merchandise, advising the trustees on best and worst selling items

Ensure that sufficient stock is maintained

Cafe

Ensure the maintenance of a caucus of volunteers trained to food hygiene standard level 2 available to ensure maintenance of the cafe's level 5 hygiene rating

Ensure a consistent high standard of customer service is provided by a varied and accessible menu.

Ensure that the cafe is comprehensively stocked. And that stock (out of date food items etc.) is properly managed.

Financial Management

Utilise existing and develop new commercial performance measures that monitor and support development of improved management information

Ensure robust, effective and detailed budgetary planning oversight in close liaison with the trustees

Ensure that commercial initiatives are costed accurately, resourced appropriately and delivered in a timely manner

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Person Specification

Essential Skills

Strong commercial aptitude, results focussed, analytical and numerate

Clear and effective communicator with highly developed listening skills

Experience of successful management of a large volunteer force

Excellent verbal and written skills. Able to present information in an effective engaging manner to all audiences ranging from visitor and volunteer forums to main trustee board meetings

Demonstrable success in driving forward commercial initiatives in support of t charitable objectives

Commitment to Equality, Diversity and Inclusion across all activities

Strong and inspiring team leadership, team building and motivational skills across a diverse volunteer force

Ability to build strong effective relationships at all levels both internally and externally

Proficient use of IT. (The museum uses MS Office software together with specialist software at point of sale terminals). Volunteer management is conducted using the Better Impact/My Impact software/App. Experience of use of social media platforms would be a benefit

Self-awareness and a commitment to continuing professional development in self and museum volunteers

Ability to identify major issues and produce detailed plans to address the issue

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Essential Knowledge and Experience

Creation of robust commercial strategies and plans for a heritage attraction

Demonstrated ability to drive profitability across multiple income streams

Effective management of a diverse volunteer force

An understanding of the spectrum of parameters that make a world class visitor experience (the museum ranks in the top 10% of visitor attractions according to Trustpilot) and the actions required to generate strategic and operational acts to improve the visitor experience

Leading and developing a multidisciplinary volunteer team

Working closely with a senior management team

Desirable Knowledge and Experience

Management of operational risk and assurance of compliance with health and safety regulations

Development of new audiences across all societal groups

Developing new and innovative business opportunities while maintaining the museum's aims and purpose.

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Interactions

Site Team

Ensure site management team attend to the resolution of any HSE issue arising

Manage the team's activities through the team leader to ensure

Cleaning

Ensure facilities are clean and presentable for all museum activities

Events Manager

Ensure adequate briefing regarding forthcoming events and that all events are recorded on the museum calendar

Liaise with Events Manager regarding provender required for events

Marketing and Communication

Attend the regular Marketing and Communications meeting

In partnership with the marketing and communications manager develop way fairing signage, maps, leaflets, and all marketing materials

Ensure benefit is obtained from the museum's social media presence

Volunteer Coordinator

Liaise to ensure adequate numbers of volunteers are available each day the museum is open

Liaise to arrange any communication to be distributed to all volunteers

Trustees/Directors

Regular communications meetings with trustees/directors

Attendance at monthly board meetings with submission of a report detailing visitor numbers, profitability of Aeroshop and Cafe and any obstacles or opportunities identified

General

Build strong and effective relationships with all stakeholders

Provide timely and accurate expertise to all stakeholders

Job Type: Full-time

Pay: 30,000.00-55,000.00 per year

Work Location: In person