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Commercial & Operations Manager

  • Organisation:Charles Dickens Museum
  • Location:London, England
  • Salary:£30,000 - £32,000 p.a.
  • Contract type:Permanent / Full-Time

 Main purpose of job:

The Charles Dickens Museum is seeking an energetic and focused person to fill a key position within a small dynamic team. The Commercial & Operations Manager has a fast-paced and wide-ranging role and is responsible for the performance of the Visitor Experience team, as well as providing both strategic direction and day-to-day management of the café and shop (including e-commerce).

The post holder is responsible for delivering a first class retail offer that complements the Charles Dickens Museum’s brand.

Reporting to the Director, the Commercial & Operations Manager also works closely with other members of the museum team. This post requires a proactive and practical approach and the ability to work independently in a customer-focused environment.

The following is not an exhaustive list of tasks but is indicative of the main responsibilities.

 Leadership and Management:

  • Lead the Visitor Experience team to deliver excellent service and ensure good product knowledge.
  • Lead the continued development of the visitor experience and visitor facilities.
  • Recruit, train and develop Visitor Experience staff and oversee the volunteer programme.
  • Manage the Visitor Experience staff on a daily basis and regularly act as Duty Manager.

Visitor Experience:

  • Ensure a professional and friendly visitor experience and a high standard of customer
  • Ensure public spaces are fit and pleasant for public
  • Take responsibility for health & safety in all visitor-facing areas ensuring safe visitor
  • Act as Duty Manager, First Aider and Fire Warden, and contribute to disaster planning and implementation, including delivering fire safety training and coordinating the fire safety rota.
  • Act as designated premises supervisor for the Museum’s premises license.
  • Responsible for opening and closing the Museum and adherence to security
  • Complete Visitor Experience administrative tasks including staff rotas and timesheets.
  • Daily and weekly cash handling and banking including security
  • Be visible in the Museum and actively lead and manage the Visitor Experience team, including developing training programmes and ongoing line management support.

Retail and Hospitality:

  • Manage the shop and cafe on a daily basis, including setting challenging KPIs to maximise income
  • Ensure food hygiene and trading compliance in line with ongoing legislation.
  • Provide an excellent quality F&B offer that complements the visitor experience and Museum brand.
  • Manage the EPOS till system, oversee cashing up, and lead the design and presentation of  displays to high
  • Conduct weekly banking reconciliation according to standards set by the Finance Manager.
  • Oversee stocktaking and general stock management in the shop and café.
  • Create digital content for the online shop including high quality product images and quarterly retail e-newsletters.
  • Maintain and develop all online retail activity ensuring that online shop orders are fulfilled, maintaining accurate stock inventory and marketing of e-commerce offer in collaboration with the Marketing & Events Manager.
  • Maintain current and develop new supplier relationships, ensuring that products reflect collections & exhibitions, and appeal to visitors.
  • Maintain high standards of presentation throughout the shop and cafe to enhance customer experience and maximise sales.
  • Collate, analyse and report on statistical information, including core KPIs, taking action as necessary to ensure targets are met.
  • Develop relationship with suppliers, ensuring new product lines and excellent quality and profit margins, and identify opportunities for new product ranges.

Building and Facilities Maintenance:

  • Assist with premises management, including liaison with maintenance contractors and regular checks and upkeep of visitor services facilities and alarm
  • Provide general facilities management as needed.
  • Ensure the smooth running of Museum facilities and
  • Oversee set up and prepare public spaces, including the boardroom,    for meetings and
  • Overall management of standards of cleanliness and presentation of Museum including reporting any issues to Technical & Property Manager, Curator or cleaning contractor where necessary.
  • Act as liaison with contract cleaners to maintain communication and cleaning

Any other reasonable duties as may be required by the Director.

For further information, please click ‘find out more’ below.

Application Closing Date: 26 September 2022

Interview Date: 30 September 2022.

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