About the role
For this job, people are the key.
Tate’s vision is to serve as artistically adventurous and culturally inclusive art museums for the UK and the world. Welcoming over 7M visitors per year, including increasing numbers of families, young people, local communities and multi-lingual audiences, you will lead a large team of 300 colleagues, and our 400 volunteers, looking after the front of house visitor experience. There are two core, integrated areas of work:
• Visitor engagement: providing a warm welcome, hosts and family hosts, talks and tours, information, language provision, and on-site activations and things to do.
• Visitor experience operations: providing professional operations management, including duty management, presentation standards, visitor flow, events operations, access advice and guidelines, safety, and incident management.
You will lead the teams at Tate Modern and Tate Britain and provide strategic and operational guidance and support to Tate Liverpool and Tate St Ives to create a consistent brand experience across all sites.
What you will gain
People make places, and probably the most important thing is that you will be working with and developing a fantastic team. No two days will be the same, as you will be working collaboratively on a large slate of truly extraordinary, high profile exhibitions, events, and experiences, in a fast-paced environment, at significant scale. There will be some of the world’s greatest art and creativity, in beautiful buildings and environments, in unique visitor attractions, for a global brand.
What we are looking for
Experience
• Senior level experience and expertise in leading a large, complex and highly successful customer-facing visitor experience function of comparable scale and profile.
• Significant experience in successful visitor engagement, with a proven creative approach to engaging a wide variety of audiences through immersive experiences, storytelling, activities or similar.
• Significant proven expertise in operation management, gained within a complex, fast-moving organisation, including live events, access and resource planning.
• Someone highly experienced in leading public safety as part of large scale operations management including planning, risk, management, incident and emergency management.
• A deep understanding and demonstrable experience of leading large teams to deliver outstanding customer service and experience for broad audiences.
Leadership
• An inspirational leader, with demonstrable experience in engaging, leading and developing diverse, high performing teams and driving positive culture change at scale.
• Outstanding people management skills with experience of creating an inclusive working environment which motivates and enables people to be their best.
• A real people-person and fantastic communicator, skilled in connecting with people at all levels of the organization and with a wide range of audiences, a collaborative approach, adept at influencing
and managing stakeholder relationships.
• Clear thinking with sound judgement, able to manage competing demands, make quick, effective decisions under pressure, and think creatively to come up with solutions to problems.
• Significant business management skills including strategic and financial planning, project management, risk and budget management, with a commercial approach and a track record of identifying income generation opportunities and delivering on financial targets.
• Substantial experience in developing and implementing structures, systems, staffing levels, rotas, operating procedures and standards to deliver high levels of customer service, efficiency, staff satisfaction and cost-effectiveness.
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