Guest Experience Manager, Paradox Museum

Reporting directly to the Operations Manager, the Guest Experience Managers will own the day-to-day operations of the museum, ensuring every member of the Guest Experience team is well coached and equipped with the tools to deliver their objectives.

Team management
With a team of approximately 15-20, the Guest Experience Manager (GXM) will play an integral part in creating a fun, supportive and unified staff culture. Core responsibilities include the completion and timely communication of staff rotas, coaching and training of staff including probation and performance reviews, plus conducting basic fact-finding exercises.

Gift Shop & Retail Operations
GXMs will also take responsibility for the smooth operation of the museum's gift shop and the supervision of a team of five shop staff. This includes ensuring exceptional retail customer service, overseeing merchandising standards, managing daily retail POS procedures, monitoring stock levels and coordinating replenishment. The GXM will create and communicate rotas for shop staff, support training and development, lead performance reviews, and ensure sales targets and retail KPIs are met. They will work closely with the Operations Manager on product launches, visual merchandising changes and retail promotional activity.

Facilities and Operations
During each shift the GXMs will take ownership of all operational elements of the premises to ensure a safe and secure environment for our staff and guests. These responsibilities include key holding for the building, being the first aider and fire warden, daily reconciliation banking tasks and trouble-shooting any IT and general maintenance issues. In addition to the daily and reactive tasks GXMs will also liaise with our cleaning and maintenance contractors and complete regular facility reports.