Show Experience Manager

This is a Full Time Job

The goal of this job is to lead the Show Experience Interactor team to deliver the visitor experience strategy. Providing a first-rate experience by being a visible leader to the Interactor team to ensure the delivery of world class visitor engagement and experience. Motivating and developing the show experience Interactors, Team Leaders and Assistant Manager. Working strategically with internal teams and other stakeholders to ensure that all show aspects for the core product offering and additional feature activity are delivered to a high standard. To actively manage resource planning to ensure that the attraction is correctly and efficiently staffed, including working with the Events Manager to understand event staffing requirements, and supporting where appropriate. All delivered in line with department staffing budget. Also to oversee the care and security of the Studio Tour assets.

Your Role Responsibilities…
• Champion the visitor, ensuring that the Interactor team consistently delivers excellent levels of customer service, from the first contact point to the last, that excites our visitors, exceeds their expectations and encourages repeat visits.
• Work across business functions to ensure that forward planning on all technical installations is achieved.
• Devise and manage the content and frequency of staff training to ensure the team are fully equipped to meet visitor needs delivering optimum levels of service and standards, and the performance and development of direct reports.
• Oversee and liaise with Industry talent connected with the Studio Tour to support installations and feature planning in conjunction with the Head of Show Experience.
• Deliver in conjunction with the Head of Show Experience team a calendar of special activity.
• Show innovation to generate new ideas for new income streams and business opportunities, collaborating and taking part in department idea and product development creative sessions
• Facilitate Tour-wide innovation group, channelling ideas from across different teams to identify deliverable and compelling product/ content.
• Support the Head of Show Experience with the operational delivery of new attraction features.
• Support the Head of Show Experience to administer brand approvals for new content and features, support with regular discussions with colleagues in the Global Franchise Development team and WBSTL stakeholders.
• Develop effective communication processes to ensure that all stakeholders are well informed.
• Work across business functions to ensure that forward planning on all technical installations is achieved.
• Ensure that a detailed and robust exhibit cleaning schedule is implemented to deliver the highest possible presentation standards.
• Work with the finance and marketing teams to collate commercial data, market intelligence and feedback information on performance.
• Undertake regular reviews of operational service delivery standards.
• Maximise margins through cost management.
• Collate information and prepare departmental reports ensuring accuracy as well as analysing and interpreting commercial data and feedback information on performance.
• Set and review operational service standards for Interactor team ensuring these are achieved.
• Accountability for Visitor Experience budget implementation, ensuring this is delivered within agreed targets.
• Lead and monitor all H&S policies and procedures to ensure a safe and clean environment for staff and visitors, including regular auditing of all H&S practices.
• Support the team at WBSL as part of a duty management team (as part of a seven-day week rota including weekends and evenings). Undertake operational duty management shifts on a rostered basis.
• Work closely with the Visitor Experience Assistant Manager, and Customer Services Manager to review visitor feedback and identify opportunities to further improve the experience

Qualifications and Experience
• Experience of managing a large customer facing team in a similar operational environment (within the tourism, leisure or heritage industry is desirable).
• Experience of having worked in a customer facing environment where high emphasis is placed on service, product presentation and operational management.
• Demonstrable achievement of improving service standards and customer satisfaction.
• Demonstrable success of implementing new product and/ or experiences.
• Experience of managing large scale project works by external contractors and experience of attraction/ venue duty management.
• Experience of stage performance and/or direction at a high level (desirable).
• Understanding of facilities management.
• IOSH essential, NEBOSH desirable.

Working Pattern…

This role is full time (40 hours a week), working shifts. Due to the varied nature of a visitor attraction, regular weekend and evening work will be required, across a seven-day rota. Because we never stand still, a high level of flexibility is required to suit the needs of the business. This can include working weekends, bank holidays, school holidays and late evenings, in rotation with other team members. As an ambassador for the business, you will support and deputise as required, including in working with third parties and attending meetings in their absence. In addition, the role includes occasional duty management of the Studio Tour with responsibility for the site.

Department Overview…

Warner Bros. Studio Tour London – The Making of Harry Potter (WBSTL) is a unique attraction which offers visitors the ultimate chance to get up close to authentic sets, discover the magic behind spellbinding special effects and explore the behind-the-scenes secrets of the Harry Potter film series. This includes walking through the real Great Hall of Hogwarts, stepping onto the original Hogwarts Express, learning wand combat, riding a broomstick and tasting Butterbeer.

The Studio Tour which is open seven days a week has welcomed over 15 million visitors and has been well received with 96% of the 46,000+ reviews on TripAdvisor rating it as 'Excellent' or 'Very Good' and over 60,000 4 or 5 star ratings on Google Reviews. It operates on a pre-book only basis with a peak day accommodating 7000 visitors. The Studio is an ever evolving and growing visitor attraction, delivering a world class experience from the first point contact with our visitors to the last.

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding princip

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