Visitor Operations Manager

We are currently looking for our next Visitor Operation Manager, to lead the visitor operations team who deliver welcoming visits, memorable experiences and support income generation, here at the Garden Museum.

Contract Type: Full Time, Permanent Contract (40hrs – 5 out 7 days shift patterns inc. weekends with some evening)

Salary:   £39,000 per annum, plus benefits

Reports to:  Director of Commercial & Operations

Location: Garden Museum, Lambeth, London, SE1 7LB

Responsible For:

• Inspiring & effectively leading the visitor operations team (Visitor Operations Supervisor (s), Visitor Assistants and Volunteers) who deliver all aspects of museum operations and visitor experience across the Garden Museum.
• Championing customer service, putting visitors at the heart of the work of the museum and its purpose.
• Fostering a culture of continuous improvement with the visitor operations team to bring efficiencies in operations, ensuring KPIs are met and the team excels in all it does.
• Confidently lead the team ensure the finances of the museum are promoted in all visitor operations and visitor operations budget is managed effectively.
• Be responsible for the security and safety of visitors, collection, volunteers & building in collaboration with the Curatorial & Facilities departments.

About us:

The Garden Museum is Britain’s only museum dedicated to gardens, celebrating ideas and research about the design, history and culture of gardens. At its heart the Museum explores gardens in its broadest form exploring intersects between gardens, art and architecture, food and fashion, literature and design and community.

Since re-opening in June 2017 after an £8.2 million refurbishment, the Museum has grown from strength to strength, now welcoming over 50,000 visitors per year. The museum and archive are housed in a former medieval and Victorian church, with the new extension is formed of two pavilions giving spaces for learning and café.

As well as paid visitors, we host a programme of exhibitions, festivals, evening events, learning activities and community outreach. These are supported through the commercial income from retail operations (a shop in the Nave and a newly launched online shop), paid tours, venue-hire and an award-winning Garden Café.

The visitor operations team are at the heart of making everything happen in the museum, from welcoming visitors, selling ticketing, retail products and memberships to developing new tours and experiences, as well as ensuring museum is well presented, safe and secure.

This department leads daily museum operations, as well as supporting the delivery of all our events and exhibitions and the departments running them. Ensuring visitors have an excellent time and return for another visit, event or buy a membership is key to our financial success, as independent museum and this role is vital to championing and prioritizing this with the team.

Who we are looking for:

Now is an exciting time to join, as we grow as an entrepreneurial museum and expand the visitor offer to attract more paid international visitors; update processes and presentations standards and focus on developing the talents of the team while launching new products and experiences. This is a key operational and onsite role which would suit an experienced, people-focused manager, who can balance inspiring our team with the commercial and compliance needs of the museum.

The ideal candidate will have a track record of managing visitor operations of a complex museum, gallery, visitor attraction, with confidence delivering financial targets. We are looking for someone who can demonstrate a passion for customer service, visitor experience and is looking to build their career further in leisure, museum, arts and heritage sector.

For full details please read the job description .

Benefits 

• 27 days paid annual leave per annum plus an entitlement to statutory Bank Holidays (or time in lieu when worked) This is inclusive of the mandatory closure period between Christmas and New Year.
• Pensions Auto Enrolment and Staff Discounts in the Café, Museum Shop & Museum.

Application 

• Please email a CV and covering letter outlining your skills and experience in relation to the job description to: recruitment@gardenmuseum.org.uk

• Mark the subject box: VISITOR OPERATIONS MANAGER

• Closing date for applications: Midnight on Monday, 26^th January 2026

• Interviews will likely be held on 5^th & 6^th February 2026. Please keep these dates free.

We regret that we are unable to respond to all applicants, you will only hear from us if we wish to invite you to an interview

Equal Opportunities

The Garden Museum aims to be an inclusive organisation where everyone is treated with respect and dignity, and where there is equal opportunity for all. The Garden Museum respects and values diverse characteristics. We are committed to positively engaging and celebrating the differences between our diverse staff and users, to enabling us to achieve our aims within the organisation and the external community.