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Visitor Experience Manager

Visitor Experience Manager
Position Summary: The Visitor Experience Manager is a key leadership role responsible for exceptional visitor experiences and high-quality programming across all public-facing areas of the museum, including public programs, birthday parties, day camps, and the front-line visitor experience. Working with the Director of Exhibits and Visitor Experience, and the Visitor Experience Coordinator, this role leads a team of approximately 25 part-time Visitor Experience Facilitators and collaborates across departments to ensure programming is innovative, inclusive, and aligned with our mission. The ideal candidate is an energetic leader with a passion for family learning, strong organizational skills, and a talent for motivating teams. Our new team member will identify with and exemplify our organizational values, which are: Listen Closely, Stay Curious, Be Awesome, Be Helpful, Dream Big, Include Everyone, and Have Fun.

Position: Permanent, full-time position at 37.5 hours/week; primarily daytime Monday-Friday; one weekend day per month, occasional additional evening and weekend work as required

Reports to: Director of Exhibits & Visitor Experience

Key Responsibilities:
Public Programs

• Work with the Visitor Experience Coordinator to ensure all public programs meet high standards and align with the London Children’s Museum Statement of Pedagogy.
• Collaborate with staff to develop content for children aged 0–10 and their caregivers, thoughtfully executed to inspire curiosity, creativity, and meaningful learning.
• Oversee programming that reflects the quality of a state-of-the-art educational and cultural institution.
• Create experiences that engage families of diverse ages, abilities, interests, and backgrounds, ensuring accessibility and belonging for all.
• Oversee the purchasing and receiving of public programming supplies.
• Monitor program effectiveness and make data-informed improvements based on feedback and performance indicators.

• Lead, manage, and motivate the Visitor Experience team (approximately 20 part-time staff), including hiring, training, coaching, and scheduling.
• Create a positive, inclusive, and empowering work environment that supports team growth and development.
• Ensure adequate staffing levels and exceptional visitor service.

• Work closely with the Visitor Experience Coordinator and Visitor Experience Facilitators to ensure birthday party programs are designed and delivered to a high standard.
• Oversee the purchasing and receiving of birthday party supplies.
• Monitor feedback and make data and customer-informed improvements.

• Work closely with the Education & Day Camp Coordinator to ensure PA day and summer day camps are high-quality, safe, engaging, and well-organized.
• Support implementation of camp policies, procedures, staff training, and safety standards.
• Participate in camp planning and evaluation to support continuous improvement.

• Contribute to the strategic planning and development of museum programs and visitor experience.
• Monitor and report on key metrics related to visitor experience and programming.
• Assist in the management, oversight, and tracking of departmental budgets.

• 5+ years of experience in a similar leadership or management role, preferably in a museum, cultural, education, or visitor/child-focused setting.
• Proven experience in staff management, scheduling, training, and performance development.
• Strong background in program development, public engagement, or event coordination.
• Experience working with children and families in an educational or recreational setting.
• Excellent interpersonal, communication, and organizational skills.
• Ability to lead with empathy, foster a team culture, and uphold high standards of customer service.
• Current First Aid & CPR certification (or willingness to obtain).
• Vulnerable Sector Police Check required.

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