About this job

Woolwich Works is seeking a dynamic and experienced Visitor Experience Manager to lead the delivery of day-to-day visitor experience across all front-of-house activity including the Visitors Book Café, event bars and stage door operation. This pivotal role will ensure that every visitor, artist, and partner enjoy an exceptional experience, fostering a welcoming and inclusive atmosphere at one of London’s most exciting creative spaces.

The Visitor Experience Manager will support the Head of Operations in ensuring the smooth, safe, and efficient running of Woolwich Works. Acting as second-in-command, they will take responsibility for duty management, working evenings and weekends to oversee the day-to-day operation of the venue. You will lead and manage a multi-functional team ensuring that all areas of the visitor experience reflect the high standards and values set by the organisation’s leadership. From service quality and commercial success to health and safety and inclusivity. This is a hands-on leadership role at the heart of Woolwich Works’ live programme.

This role will be instrumental in facilitating a diverse range of activities, including performances, rehearsals, workshops, meetings, weddings, parties, and commercial events. The Visitor Experience Manager will ensure that all spaces within the venue—including a 1,500m² flexible performance and event space, multiple studios, function rooms, public foyers, bars, a café, an outdoor courtyard, and essential backstage areas such as dressing rooms, workshops, stage door and green rooms are operationally ready, well-maintained, and meet the highest standards of presentation, safety, and accessibility

Is this job for you?

We’re looking for a proactive, solution-focused professional with experience in duty managing mid- to large-scale venues. You should be comfortable multi-tasking in a fast-paced, multi-event environment, acting as the first point of contact for both permanent and casual staff, as well as volunteers.

You’ll have a strong background in venue-based health and safety management, with the ability to oversee multiple concurrent events, ensuring compliance and smooth coordination between visiting productions, private hires, and in-house activities. Managing safety, security, and customer experience in a dynamic, flexible venue should be second nature to you.

This role requires a hands-on approach, with a significant portion of your working week spent on the floor during evenings and weekends. You’ll also be comfortable assisting with rota administration when needed, ensuring efficient scheduling across the operations team.

Does this sound like you? If you thrive in a collaborative, high-energy environment and have a passion for delivering outstanding venue operations, we’d love to hear from you!

Key Responsibilities

1. Lead and implement a high-quality visitor experience strategy across all public-facing operations.
2. Use visitor data and feedback to drive continuous improvements in service, accessibility, and the physical environment.
3. Develop effective staffing models in collaboration with senior operations leadership.
4. Act as senior Duty Manager for all live events, hires, and community activities.
5. Oversee event setups, turnarounds, and changeovers to ensure seamless operational delivery.
6. Ensure all operational systems and software are maintained, utilised, and optimised.
7. Serve as the senior point of contact for emergency response, incident management, and crisis communications.
8. Manage relationships with external security providers and oversee crowd management practices.
9. Ensure all venue spaces are safe, accessible, welcoming, and consistently well presented.
10. Oversee bar, café, and hospitality operations, ensuring exceptional service and legal compliance.
11. Support delivery of catering services for artists, private events, and VIP functions.
12. Drive secondary spend and commercial performance without compromising visitor experience quality.
13. Recruit, train, manage, and support Visitor Experience, Stage Door, and volunteer teams.
14. Lead on health and safety procedures, risk assessments, and compliance with licensing, food hygiene, and accessibility standards.
15. Ensure accurate and compliant use of EPOS, cash handling, stock control, and organisational policies.

General responsibilities

• Lead, support and develop the team, fostering a high-performance culture through clear goals, mentoring, and professional development opportunities.
• Undertake designated responsibilities, such as a First Aider, Fire Marshal or Duty Manager if required and appropriately trained.
• Ensure full compliance with all relevant legal, licensing, health and safety, safeguarding, and internal policy requirements.
• Support the development of future talent by welcoming and mentoring work experience placements, interns and apprentices, creating an inclusive and supportive environment.
• Promote and maintain a safe working environment, following the Trust’s Health and Safety Policy and all other relevant policies, procedures and encouraging others to do the same.
• Protect the organisation’s data and information assets, ensuring all work complies with the Trust’s data protection policies and the Data Protection Act 2018.
• Take personal responsibility for ongoing learning, undertaking training and professional development as required to meet the evolving needs of the organisation.
• Always act in the best interests of the Trust, complying fully with all relevant organisational policies and procedures.
• Carry out any other duties reasonably expected of the role.

Person specification

Essential skills and experience

• Proven experience in visitor experience, front-of-house management, or venue operations within the arts, culture, or events sector.
• Strong leadership and people management skills, with experience supervising frontline teams, security, and contractors.
• Excellent understanding of audience engagement, customer service, and accessibility best practices.
• Experience in managing large-scale events and operational logistics.
• Confident decision-maker with strong problem-solving skills, particularly in high-pressure situations.
• Experience in scheduling staff, managing rotas, and overseeing shift-based teams.
• Experience in volunteer management and community engagement.
• Knowledge of health and safety regulations, risk assessments, and emergency procedures.
• Strong customer service skills, with the ability to handle complaints and manage visitor expectations.
• Passion for the arts and commitment to delivering an inclusive and welcoming experience for all.
• Personal Licence Holder (or willingness to obtain).

Desirable skills and experience

• IOSH Managing Safely, or equivalent qualifications
• First Aid and Fire Marshal certified
• Knowledge of building management systems (BMS), CCTV, and security infrastructure.
• Familiarity with accessibility best practices and initiatives in public venues.
• Experience working with venue management and scheduling software (Artifax, Spektrix, Staff Savvy).