Get AI-powered advice on this job and more exclusive features.

Illuminate Recruitment Ltd provided pay range

This range is provided by Illuminate Recruitment Ltd. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Head of Retail and Visitor Experience

Hours: Full-time, 35 hours per week

Shape the Future of Retail and Visitor Experience at an Iconic Venue

Are you ready to take the lead in crafting unforgettable visitor experiences? A celebrated Art Deco landmark in the heart of London is searching for a passionate and driven Head of Retail and Visitor Experience. With over 200,000 visitors each year, this is your chance to leave a lasting impact on a unique cultural destination.

The Opportunity

In this pivotal role, you’ll set the strategic direction for both retail and visitor operations, balancing commercial success with exceptional service. From managing an award-winning retail shop and eCommerce platform to enhancing guided tours and museum experiences, you’ll play a key role in shaping how visitors connect with this historic venue.

Your Key Responsibilities

• Spearhead the retail operations, including product development, buying, merchandising, supplier relationships, and stock management.
• Drive online sales growth through an optimized eCommerce experience (Shopify).
• Oversee the daily visitor experience, ensuring seamless tour operations and high levels of customer satisfaction.
• Collaborate with teams to develop strategies for boosting visitor engagement and delivering standout experiences.
• Lead and inspire the Retail and Visitor Services Team, fostering a culture of excellence and innovation.
• Work closely with marketing to promote retail, online sales, and tour offerings effectively.
• Manage budgets and meet financial targets for both retail and visitor services.
• Utilize data insights and visitor feedback to continuously refine and improve operations.

About You

• A seasoned retail leader with experience in financial management, stock control, and P&L responsibilities.
• Skilled in eCommerce platforms (preferably Shopify) and well-versed in digital retail strategies.
• A natural leader with a track record of motivating teams to achieve excellence.
• Adept at data analysis, budgeting, and strategic planning.
• Experienced in customer service, ideally in a visitor attraction, heritage site, or cultural venue.
• Strong communicator and negotiator with a flair for stakeholder management.
• Bonus: Experience in museum or cultural heritage retail.

Why You’ll Love It Here

• Competitive salary and benefits package tailored to your experience.
• Private medical cover through BUPA.
• Generous pension contributions (rising to 12% employer contribution).
• Life assurance and 25 days of holiday (increasing to 30 with service).
• Perks like subsidized gym membership, interest-free season ticket loans, and flexible working options.
• A once-in-a-lifetime opportunity to work in one of London’s most beautiful historic settings.

This role is perfect for a visionary retail and visitor experience professional ready to take their career to the next level. If you’re enthusiastic about creating memorable visitor experiences and driving retail success, we’d love to hear from you!

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Administrative, Customer Service, and Management

Industries

Museums, Historical Sites, and Zoos and Retail