Visitor Experience Duty Manager

Job Summary

Based on the King’s Road in Chelsea, Saatchi Gallery is dedicated to the promotion and showcasing of contemporary art. We are seeking a highly motivated and customer-oriented individual to join our Visitor Experience team as a part-time Duty Manager working 3 or 4 days per week.

Job Description

As the Visitor Experience Duty Manager, you will be responsible for ensuring an exceptional experience for all visitors, managing the day-to-day operations at the Gallery, and ensuring the smooth running of various events and exhibitions. This is a key role that requires excellent organisational and leadership skills, as well as a passion for creating memorable experiences to all visitors.

Key Responsibilities-

• Oversee and manage the visitor experience, ensuring all visitors receive exceptional customer service and have a positive experience at the Gallery
• Manage and train a team of Visitor Experience Assistants, ensuring they are equipped with the knowledge and skills required to provide excellent visitor service & perform their duties.
• Implement visitor engagement strategies to enhance the overall visitor experience
• Coordinate and schedule staff to ensure adequate coverage during gallery opening hours, events, and exhibitions
• Act as the main point of contact for any visitor inquiries, complaints, or feedback, resolving issues in a professional and timely manner
• Manage the sale of tickets on site and lead the efforts to address any issues concerning tickets.
• Collaborate with the Communication and Learning teams to promote exhibitions, events, and educational programmes.
• Support the Building Management team and prioritise security, health, and safety of staff and visitors, ensuring the Gallery’s facilities are well-maintained and presentable at all times
• Assist in the planning and execution of special events, including exhibition openings, artist talks, workshops, and fundraisers
• Monitor and report on visitor statistics, providing insights and recommendations for continuous improvement
• Proactively monitor and respond to incidents, ensuring timely resolution and minimal impact on Gallery operations.
• To act as a key holder for the Gallery.

Job Requirements

Person Specification:

Essential

• Proven experience in a customer service or visitor experience role, preferably in an arts or cultural institution.
• Strong leadership and management skills, with the ability to motivate and inspire a team.
• Line management experience.
• Excellent communication and interpersonal skills, with the ability to interact effectively with visitors, staff, and stakeholders
• Exceptional organisational and multitasking abilities, with the ability to prioritise tasks and work under pressure
• Proficiency in MS Office and experience in computer systems and software, including ticketing systems.
• Excellent time-management skills
• Ability to manage challenging situations
• Flexibility to work evenings, weekends, and public holidays as required

Desirable

• Knowledge and appreciation of contemporary art, with the ability to engage and educate visitors.
• First Aid trained – though further training will be provided.

Job Responsibilities

Basic responsibilities include:

• Create rotas to ensure operational needs are met.
• Line management of Visitor Experience Assistants.
• Manage timekeeping, attendance & performance of the team.
• Maintain effective operational procedures throughout the day.
• Deliver morning briefings to Visitor Experience Assistants.
• Ensure smooth opening and closing of the Gallery.
• Safeguard works of art.
• Oversee general email and phone correspondence from on behalf of the Gallery.
• Manage visitor queries and complaints with professionalism.
• Respond promptly and efficiently to first aid and fire incidents.
• Manage effectively lost property.
• Work with the Learning team on the safe and effective management of schools & workshop visitors.
• Manage Gallery events and work with the Events Team to ensure efficiency from start to finish.
• Maintain records such as end of day reports and incident reports.