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.

Apply at: applications@saatchigallery.com

About Us 

Since 1985, Saatchi Gallery has presented contemporary art exhibitions showcasing the work of emerging artists. Exhibitions which drew upon the collection of Charles Saatchi, led to Saatchi Gallery becoming a recognised authority in contemporary art globally. The Gallery acquired a strong reputation for introducing artists who would later gain worldwide recognition. In 2019 Saatchi Gallery became a registered charity and began a new chapter in its history.

OUR MISSION

Saatchi Gallery exists as a registered charity to provide an innovative platform for contemporary art and culture. We are committed to supporting artists and rendering contemporary art accessible to all. We strive to present projects in physical and digital spaces that are engaging, enlightening and educational for diverse audiences.

OUR VALUES

Saatchi Gallery seeks to collaborate with artists in an open and honest manner with a primary aim of introducing their work to wider audiences.

The Gallery presents curated exhibitions on themes relevant and exciting in the context of contemporary creative culture. Our educational programmes aim to reveal the possibilities of artistic expression to young minds, encourage fresh thought and stimulate innovation.