Email: jonathan@therightethos.co.uk | Tel: 07726 562716

Email: jonathan@therightethos.co.uk
Tel: 07726 562716

Visitor Experience & Marketing Manager

Location: Ripon

Salary expectation: £32,000

Application deadline: Tue 24th July

This is a full-time role

 

 

Fountains Abbey & Studley Royal is one of the top five most visited properties in the Trust with over 600,000 visitors a year and our ambition is to grow even more: we never stand still! In order to achieve this goal, we are looking for a Visitor Experience & Marketing Manager with real drive and energy to bring creative ideas and commercially astute solutions to the programming and marketing for the property.

In this fixed term role we’d like to see you drive and improve our visitor offer, ensure our marketing strategy is delivered and give fresh eyes to how we offer a consistent and exceptional visitor experience.

This is a fixed term contract due to end when the previous employee returns from maternity leave.  At this point we cannot confirm exactly how long this contract will last, but it is unlikely to be more than 12 months.

What it’s like to work here

Fountains Abbey and Studley Royal is recognised by UNESCO as a World Heritage Site of outstanding international importance. Visitors have been drawn to this special place for hundreds of years, and the abbey ruins are one of the most iconic views in the North of England. But that’s only one part of the story. The breath-taking water garden of Studley Royal is at the heart of the World Heritage Site, and it’s a key focus for the team to raise its profile to be equal to that of the abbey.

Visitor Experience is at the heart of what we do, and the team are rightly proud of their visitor enjoyment ratings. There is a busy annual programme of conservation and restoration work across the 800 acre site, and there are ambitious plans to develop the infrastructure at this popular property, which attracts over 600,000 visitors a year. This is a great place to work and an exciting time to join the friendly 100-member team and over 400 volunteers, who are looking for engaging customer-focused people who will bring energy and ideas to this vibrant property.

What you’ll be doing

Working closely with the General Manager in this role, you’ll be responsible for leading the visitor offer at Fountains and setting the strategic context for marketing. Unlike some of our other Visitor Experience positions, this role does not manage the visitor reception / membership team, who report to the Operations Manager (see attached staff structure). You’ll be leading a team that is responsible for programming, marketing, visitor experience projects, interpretation and learning. You’ll make sure that the visitor experience offer we create is matched by engaging and effective marketing that celebrates our cause and fulfils business objectives. As a champion of our ‘Spirit of Place’, and the voice of the customer, you’ll join the dots between the overall aims of the National Trust and the experience we offer. You’ll make sure that every moment of the visitor journey, from the first click on the website, to the treasured memories we create and our friendly goodbye, is world class.

Using your exceptional understanding of our audiences, you’ll work with Heads of Department to ensure our visitors are at the heart of all we do. You’ll lead and inspire the marketing team to produce exciting marketing communications that support our commercial departments and bring to life our conservation work and cause.

In this strategic role, you’ll create a collaborative team through your own managerial approach, and you’ll help the General Manager deliver the long term goals for Fountains Abbey over the next 3 to 5 years, working closely with the property team and external partners to achieve this.

As part of the duty management support team you’ll also need to work some weekends and bank holidays.

Who we’re looking for

It’s a significant role and we need someone who can take on a big challenge. We mean it – this is a potential career path for a General Manager at the National Trust. In order to succeed you’ll need to have:

  • Experience of leading, motivating and inspiring teams in a very busy visitor attraction
  • Understanding of programming of events, and interpretation
  • A proven track record of marketing planning that supports property and organisational objectives, and managing a marketing team
  • Good understanding of tools & techniques of effective marketing & communications across multiple channels, including the ability to use and interpret internal and external data to understand audiences and make marketing decisions
  • Understanding of brand management and adherence to brand standards and values
  • High standards of customer service and presentation
  • Experience of budget management
  • Drive and passion for “doing busy well” and thriving in a busy environment
  • A strategic approach to managing the visitor engagement at the property
  • Awareness of our ethos and cause, and how to interpret this for our visitors

The package

(Internally you’ll been known as ‘Visitor Experience Manager’ and this job title will be reflected in your contract)

Looking after you

  • Health cash plan – from as little as £3.09 per month for you and your dependents
  • Pension contribution match up to 10%
  • EAP and proactive Health and Wellbeing
  • Discounted gym membership

Looking after your career

  • Grow your career through professional training courses across the Trust
  • Develop your skills with an internal secondment
  • Pay review linked to values and behaviours, commitment to progression
  • Income protection due to illness

Unique to Us

  • Work in some of the most beautiful, iconic and unique locations in the UK
  • Free entry to NT properties for you, a guest and your children (under 18)
  • 20% off in our retail and catering outlets
  • Discount up to 35% off a National Trust holiday cottage booking

Deadline: Tue 24th July