• Develop and implement a comprehensive visitor experience strategy aligned with the organisation’s vision, mission, and goals.
• Identify and prioritize initiatives that enhance visitor satisfaction, NPS and loyalty.
• Collaborate with cross-functional teams to ensure a seamless visitor experience.
• Track and control the effectiveness of A&P spend and ensure full compliance with DMC

• Set and maintain the highest standards for customer service, ensuring every visitor interaction is positive and memorable.
• Develop and implement training programs that equip staff with the skills and knowledge to deliver exceptional service and storytelling
• Monitor and analyse visitor feedback and complaints, using insights to drive continuous improvement.

• Lead, motivate, and manage a diverse team of over 150 employees, including hiring, training, and performance management.
• Foster a positive and inclusive workplace culture that encourages teamwork, innovation, and continuous improvement.
• Implement effective communication channels to ensure all team members are informed, engaged, and aligned with organizational objectives.
• Deliver on Diageo Leadership Standards and Dial Up Behaviours

• Formal qualifications, ideally degree level in event, food and beverage, hospitality, hotel or visitor experience operations business management
• Strong leadership and people management skills
• Evidence of continuous Learning & Development to keep apace of the fast-paced world of customer service and visitor experiences
• Strong financial and commercial acumen
• Strong digital experience, comfortable using standard business tools, ideally experience of using ticketing systems in a high volume environment
• At least 10 years of customer service, hospitality, event and operations experience in a similar industry
• Experience of leading and managing a large high-performance team of permanent, part time and agency staff to deliver world class customer services standards
• A deep understanding of end to end customer journeys, effective management of NPS and customer service in a high volume, high traffic, environment
• High energy, enthusiasm and passionate about delivering outstanding visitor experiences.
• Resilient and adaptable, able to thrive and make decisions in a fast-paced and dynamic environment.
• Innovative and forward-thinking, with a proactive approach to problem-solving.
• Collaborative and team-oriented, with a commitment to inclusivity and diversity.
• A strong understanding of managing and maintaining a high level of health and safety standards for employees and visitors
• This is a busy role requiring the person to be highly organised, hands on and passionate about people

• We offer a highly competitive rewards and benefits package including: Contemporary work life balance policies and wellbeing activities
• Subsidized gym membership
• Contributary pension scheme
• Lunch allowance of €7/day when on site
• €600 Product allowance
• Comprehensive health insurance for you and your family
• Annual bonus (dependent on performance)
• Annual merit based increases
• Share options

Regular Storehouse 2024-11-29