Head of Commercial Operations and Visitor Experience

Job Summary

The Head of Commercial Operations and Visitor Experience works closely with the Executive Director (ED) and Senior Management Team to maximise income through a variety of commercial trading streams, and ensures that LAT is delivering an excellent experience for our customers.

Job Description

The candidate will require exceptional leadership, an ability to solve complex problems, and have a deep understanding of the charity’s objectives.

This role will have direct line management responsibilities for a Facilities Manager, Commercial & Operations Manager and the Senior Workshop Producer. They will deliver sales targets of over £250,000 (currently), overseeing all commercial operations, developing innovative revenue streams, and ensuring a seamless visitor experience, to deliver our ambitious growth plans for this area of our work. LAT has ambitions to achieve over £500,000 in sales by 2029.

The role will involve complex negotiations, leading a high-performing and diverse team of core staff and freelancers, and adapting to a rapidly changing environment. The ideal candidate is a strong project manager who can take an idea from conception to completion, able to deliver operationally, willing to take accountability for driving sales and income generation in support of the charity’s mission. They should have a strong strategic mind-set, excellent communication skills, and a deep passion for delivering exceptional results.

Job Requirements

Little Angel makes work for a wide-ranging family audience. All staff members are expected to represent the company in a friendly and approachable manner at all times.

A full job description can be found in the job pack on our website. The essential requirements are highlighted below.

Essential

• Proven Ability to identify and capitalise on commercial opportunities.
• Experience in venue hire and event management.
• The ability to strategically prioritise and deliver projects from start to finish.
• Proficiency in data analysis and using insights to inform decision-making.
• A passion for providing exceptional customer service and creating memorable experiences.
• Experience leading a front of house team.
• Experience leading and managing teams.
• Proven ability to deliver on sales targets and create a results driven culture.

Job Responsibilities

A full job description can be found in the job pack on our website. A summary of some responsibilities are below:

Commercial

• Oversee the LAT Enterprising strand of activity, responsible for ensuring we are identifying and taking advantage of any opportunities that may be available.
• Manage a range of projects to ensure they are timely, efficient and run to budget.
• Ensure that the Commercial & Operations Manager is hitting targets and support with identifying a retail range and strategy that will be appealing to our patrons. With the goals of expanding into e-commerce and achieving over £100k in sales in the next 5 years.

Visitor Experience

• Develop an Audience strategy with ED and relevant other staff, to ensure LAT is delivering a top class visitor experience.
• Involvement in redesigning the foyer spaces in both venues to ensure that they are inviting areas to encourage an increased dwell time and optimise secondary spend opportunities.