Full Time

General Manager

The Place
Our client owns and operates a world-renowned “Brand” that truly operates on a Global stage, owing to recent restructuring and internal changes, our client is looking to attract an outstanding quality-driven 5-star hotel General Manager or indeed a 5 star Visitor Attraction Manager who can demonstrate a strong commercial background. This position will be based on-site, on the outskirts of Inverness.

The Job
As the General Manager, you will be fully accountable for the day-to-day financial accountability of your remit, you will have a direct reporting line into the MD and you will be clearly responsible for adhering to all company policies, procedures and internal and external communication, As the General Manager you will be the figurehead and “Brand Ambassador” for this specific area of the business, and as a “Brand Ambassador” you will not only drive forward the current 5 star standards of customer service experience and engagement, you will also be critically responsible for making sure your team are highly developed in all areas of learning and development relating to world-class hospitality thus enhancing a true maximise return to the business in all trading areas of the business.

The Person
Ideally, we are looking for an experienced and driven General Manager, someone that is experienced in being a leader by example as our client operates in the “5-star Luxury end of the market” therefore applying candidates must be able to demonstrate a track record of operating within a “High Ticket Valued” environment which in this assignment could be from a 5-star service hotel or award-winning Visitor Attraction on Venue to date. Our client is looking for applicants to have achieved a minimum of 3 years operating within their current role to be considered for this role. Our client is looking for a sound and strong track record of what has been achieved in their current role to be considered for this highly attractive position.

The Rewards
Currently, the salary and package on offer is circa £45,000 and a full breakdown of the package will be fully outlined at the interview stage, first interviews will be held by our recruitment partner Xpress recruitment.

Xpress Recruitment is acting as an Employment Agency in relation to this vacancy.

All candidates registering with Xpress Recruitment must provide proof of identity, eligibility to work in the UK and any relevant qualifications and references.

Marketing Manager – Continuum Attractions

Eden Scott is delighted to be working with a leading Visitor Attraction.

An exciting opportunity has arisen to join the team in the role of Marketing Manager at Continuum Attractions

This role will drive creative marketing campaigns using customer and market insights and content creation. Leading on the brand and marketing for the attraction, ensuring campaigns coincide with our guests needs, helping generate enquiries driving growth and revenue.

As an ambassador for the attraction, this role will build strong relationships with local organisations and industry bodies, networking and reputation building will be key.

This is a standalone role based at an exciting and refurbished visitor attraction. Whilst you will have support from the Head office Marketing team you will be responsible for all aspects of marketing from event planning to strategy, so this role offers huge variety.

Key responsibilities of the role:

To undertake marketing activities and build productive relationships in order to deliver and exceed the key Business Objectives from the Attraction Business plan.
To outline and work towards key marketing objectives and KPI’s that align with the strategy.
To build and develop existing and new target markets as agreed with the Leadership Team.
Prepare an annual marketing strategy and action plan for the attraction that delivers on the objectives of the business plan using the full marketing mix.
Deliver an annual marketing plan within agreed budget.
To be commercially astute, devising and spotting opportunities for new events & packages, that will enhance the attraction’s product offer.
Create a premium/VIP events programme to generate income out of normal trading hours and off-peak.
Build and maintain excellent working relationships externally with key partner organisations, agencies and suppliers.
To manage the marketing budget for the attraction ensuring effective ROI.
Act as the brand guardian.
To work with other key marketing/tourism agencies and partners in the area to uphold the reputation of the attraction and help to drive visitation to the area, primarily to the attraction.
To provide the company with monthly updates on initiatives implemented, business generated and general market intelligence. Report on marketing effectiveness monthly using data and smart metrics.
Taking ownership of the attraction website, ensuring the digital ‘shop window’ to the attraction is up to date, providing the best possible UX to drive conversions with on-brand & SEO enhanced copy, to support search rankings.
Working with digital agencies to create effective paid digital media campaigns that target both international and domestic tourists, filtering them through to conversion.
To work closely with the PR agency to ensure the attraction’s profile is maximized through earned media both regionally, internationally and within the industry.
Acting as the ambassador for the attraction, able to promote the positive reputation both as a ‘must see’ visitor attraction, but also as a responsible business within the local community, from both a CSR and sustainability perspective.
To undertake market research exercises as required and to input market research data gathered from the guests exit research questionnaires.
To manage and maximise engagement across all ‘post visit’ channels to help drive word of mouth, reputation and referrals via social channels, blogs, Trip Advisor and Google my business etc.

Key skills and experience required:

You’ll be a creative and experienced marketeer, with a track record in leading successful campaigns across a broad range of channels including digital, print and direct marketing, driving commercial growth. You will be a people person who loves making connections and meeting new people.

Ideally, you’ll come from a tourism, hospitality or leisure background or similar B2C background.

The ability to analyse and interpret trends, manage budgets and measure the cost/benefits of your activities is a must. In addition, you will have strong organisational and planning skills, able to work at a fast pace, managing multiple projects at the same time. Commercially minded, we are looking for someone who is great at spotting a new opportunity to drive revenue growth through new events and product packages.

This role offers a competitive of up to £40,000 DOE and significant company and lifestyle benefits including generous holiday allowance, free health cash plan, day off for your birthday, shopping and cinema discounts, pension scheme, attraction discounts and much more.

Hybrid working

Eden Scott is dealing exclusively with their client on this vacancy so to be considered for this exciting opportunity with a truly unique and best in class employer, please submit your CV to sally.rae@edenscott.com

Head of Operations – The Royal Botanic Garden Edinburgh

Eden Scott is delighted to be working with their client at The Royal Botanic Garden Edinburgh
An exciting opportunity has arisen to join the team onsite in the role of Head of Operations and will drive commercial success and implement service excellence across all elements of the catering, retail and FM contract.

Key responsibilities of the role:

Maximise the profitability of the contract within area of responsibility and deliver the required results
Lead, develop, manage and motivate a high performing team to the agreed standards ensuring that the client receives services of the highest quality
Support the Operations Director in the development of business strategy in line with current and emerging client needs including the roll out of the strategic project plan
Lead and maintain account development plans, as well as supporting the change management process and associated Service Levels Agreements (SLAs) ensuring risks are mitigated
Manage the services and teams to the agreed standards
Ensure that business deadlines and targets are hit
Lead the team and take responsibility when needed, act with initiative, demonstrate energy and enthusiasm
Demonstrate a high level of thought leadership and act as change agent.

Skills and experience required:

Experience in managing high foot fall visitor attractions
Extensive experience in delivering public retail and high-quality hospitality catering operations
Proven experience in managing P&L accounts and driving profitability
Proven operational knowledge, skills and experience in managing multi-site/multi service operations
Management of large and diverse teams
Manage multiple workloads and shifting priorities
Deliver excellence in operational service standards and customer satisfaction
Resilience when faced with multiple business challenges
Ability to interpret and utilise complex and varied financial and commercial information
Excellent interpersonal skills and ability to communicate effectively with customers, clients and employees at all levels
Background in conference and events sales

This role offers a competitive of £50,000 and significant company and lifestyle benefits.

Eden Scott is dealing exclusively with their client on this vacancy so to be considered for this exciting opportunity with a truly unique and best in class employer, please email sally.rae@edenscott.com

Visitor Services Supervisor Catering

Eden Scott is delighted to be working with the National Trust for Scotland, a charity established in 1931, to provide access and enjoyment to the properties, places and collections in its care. They also exist to protect what they look after for future generations to enjoy; and increasingly they are keen to act as a strong conservation voice for heritage and climate change response across Scotland.

An exciting opportunity has arisen to join the team at the Trust as Visitor Services Supervisor – Food and Beverage.
This is a fantastic opportunity to work as part of their leadership team at the iconic Glenfinnan Monument and its Visitor Centre, which attracts hundreds of thousands of people from across the globe every year.

You will be responsible for the day-to-day catering operations at their popular Viaduct View and Monument View takeaway cafes. You will deliver their quality standards and performance targets, ensuring we offer customers a fantastic Food & Beverage experience.
You will be an enthusiastic team player who can supervise, coach and motivate their team. You will also be part of a broader duty management team responsible for promoting good communication across the site and a joined-up visitor services provision.
As a charity, every penny we raise goes back into the National Trust for Scotland’s conservation work, caring for this special place. You will lead by example to produce an enticing Food & Beverage menu, to recommend and upsell their range, and to promote complementary income-streams like retail, memberships and donations. You’ll help answer visitors’ questions about things to do here and share their enthusiasm for Glenfinnan’s stories, the work we do and what their money is funding.
Key responsibilities of the role:

Catering operation
Lead with menu development and the preparation, cooking and presentation of a high-quality food and drink offer.
Ensure compliance with health and safety, food hygiene, food allergen, licensing and environmental health standards, completing all related record-keeping.
Accountable for cost-effective stock management, ordering, storage and wastage control.
Visitor experience
Offer excellent customer service and ensure all members of the catering team do the same.
Support property-wide targets for completion of visitor surveys to understand more about their visitors.
Act as one of their duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor centre, addressing issues and emergency procedure and providing relief cover, as required.
People management
Supervise the activities of a team of permanent and seasonal Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through effective induction, training, task-setting and coaching on front and back-of-house routines.
Prepare catering rotas and holiday allocation to meet business needs.
Work closely with specialist advisory colleagues, i.e. their Trust-wide Catering Development team.

Finance Management
Share responsibility for achieving an F&B budget of around £350,000 a year.
Monitor commercial performance and adjust activities to capitalize on sales opportunities and run a cost-effective catering operation.
Supervise daily café till operations and perform end-of-day income reconciliation as a duty manager.
Assist the F&B Manager with menu costing and stock-taking.

Key skills and experience required:

‘Hands on’ working in a busy catering and sales environment, ideally in a visitor attraction setting or café.
Excellent leadership and influencing skills, supervising and supporting staff on a daily basis
Enthusiasm for preparing and serving high quality food and drink
Passion for and ability to demonstrate the exceptional customer service required of all staff
Confident communication skills (written and spoken)
Computer literacy and familiar with Microsoft software
Experience with cash handling, monitoring and interpreting financial data
Strong time management and organisation skills
Ability to be proactive and to take initiative
Understanding of and belief in the work of the National Trust for Scotland

This role offers an excellent competitive salary within a range of £24,252 – £25,877 per annum with significant company benefits.

Eden Scott are dealing exclusively with the Trust on this vacancy so to be considered for this exciting opportunity with a truly unique and best in class employer, please submit your CV online or to sally.rae@edenscott.com and for an informal chat or to receive the full role information pack and job description please email or call Sally on 07776 662506.

Property and Estates Manager

The role

To lead and manage the day-to-day operational activities of the property and estates team at Edinburgh Zoo in support of the Royal Zoological Society of Scotland (RZSS)’s vision and mission as a leading wildlife conservation charity including management of allocated capital projects (whole or in part) such as construction and refurbishment of all buildings, facilities, and infrastructure in relation to new build projects.

Some of the things you’ll do:

Contribute to the development of the estates strategy to identify where improvements can be made, ensuring the site is safe, compliant and in excellent state of repair
Contribute to the development of projects including design, budgets, the works being identified, prepared, scheduled and allocated through to the work being assessed, e.g., any new build or refurbishment projects at Edinburgh Zoo
Contribute to the evolution of sustainability across RZSS; defining, developing and recommending appropriate strategies, policies and plans, budget discussions and managing their delivery, e.g., ensuring new build projects are energy efficient, environment friendly and sustainable
Develop and manage construction and infrastructure projects, in conjunction with the project team, sound financial management of the project, sound technical management of the project, production of the project deliverables and achievement of outcomes

What we’re looking for:

HNC or equivalent experience in construction management
Site Management Safety Training Scheme (CITB)
Up-to-date knowledge and understanding of building related health and safety legislation/regulations
Working knowledge and implementation of CDM regulations
Up to date completion of Site Safety Managers Training Scheme (SSMTS)

What you’ll get in return:

37.5hr working week
34 days annual leave (pro rata)
Access to a healthcare plan
Employer contributory pension scheme
You will receive a staff membership which will give you (and family/friends) free (and discounted) entry to both the Highland Wildlife Park and Edinburgh Zoo as well as a number of other Zoos across the UK.

Shortlisting of applications and interviews for this position will take place while the advert is live; the advert will close once a successful candidate has been found. Interested candidates are therefore encouraged to submit applications as quickly as possible.

People and Culture Partner

The role

To act as a strategic thought partner to Heads of Department and managers, providing effective, professional and proactive HR solutions/programmes which enable individuals and teams to maximise their potential while fostering a culture of inclusivity and readiness for change.

Some of the things you’ll do:

Support the business to attract, retain and develop talent whilst maintaining compliance to employment legislation and best practice and promoting diversity and inclusion.
Manage the effective and timely handling of employee relations case work (disciplinary, grievances, performance improvement, capability) with dignity and respect and implement initiatives to drive and maintain an overall culture of excellent employee relations and healthy communications.
Lead/support on the design and/or delivery of key people projects in line with department objectives, organisational changes and continual improvement initiatives with the aim of achieving alignment and effective communication of key HR priorities. Provide HR expertise to projects led by others.
Design, develop and delivery of training/development initiatives to support and maiximise individuals/teams potential; maximising their performance within the organisation.
Interpret and produce high quality, accurate MI and KPI reports (HR data) to identify people issues and trends within the business and work together with key stakeholders in order to formulate and implement solutions.

What we’re looking for:

You’ll be educated to degree level or hold equivalent experience
Fully CIPD qualified (Chartered member status from the CIPD)
Strong technical and operational knowledge of an array of HR activities from a generalist perspective (e.g. Employee Relations, Diversity and Inclusion, People Analytics)
Specialist knowledge and operational experience in one or more the following areas – organisational development, performance and reward, learning and development.
Skilled in the art of building and maintaining effective relationships at all levels with the ability to establish good rapport and credibility.
What you’ll get in return:

37.5hr working week (Monday to Friday with some weekend working on a rotational pattern and travel between our locations)
34 days annual leave (pro rata)
Access to a healthcare plan
Employer contributory pension scheme
You will receive a staff membership which will give you (and family/friends) free (and discounted) entry to both the Highland Wildlife Park and Edinburgh Zoo as well as a number of other Zoo’s across the UK.
Shortlisting of applications and interviews for this position will take place while the advert is live; the advert will close once a successful candidate has been found. Interested candidates are therefore encouraged to submit applications as quickly as possible.

The position will close at 12pm on Monday 5 December 2022.

Please see the role profile for further information on what the role involves and essential/desirable criteria.

Caretaker

A fantastic opportunity has arisen for a Caretaker to join the team at Edinburgh Zoo! You’ll have the opportunity to work in a beautiful environment, helping the team in the day to day build and maintenance of a varied range of buildings, facilities and infrastructure.

The role

Assist the RZSS Edinburgh Zoo Property & Estates Team in managing the day-to-day build and maintenance of all buildings, facilities and infrastructure, to ensure that all areas of are safe and well presented for our visitors and in accordance with agreed service standards and in a cost-effective manner, in support of RZSS’ mission and vision. This post also supervises the vehicle gate receiving deliveries and making contact with departments to advise them of arrivals.

Some of the things you’ll do:

Work with minimal supervision, under the direction of more senior tradesperson, to provide labouring and driving tasks to agreed standards

Supervise the vehicle gate and follow arrival/departure procedures of all vehicles entering the site, including drivers signing in and out, receive deliveries and alert relevant departments of arrival.

Responsible for site security and access of contractors/vehicles via the vehicle gate and follow the opening and closing procedures of both the vehicle gate and pedestrian gate for staff.
Proactively undertake daily site inspections of public areas and perimeter checks, diary any tasks by their priority order and complete minor repairs, including fencing repairs, replacing damaged signage, replacing light bulbs or clearing chocked wastes pipes smaller multi trade repairs or works which didn’t require an experienced tradesperson to complete.

Maintaining onsite recycling area ensuring this is kept clear and that our onsite waste is being disposed of correctly.
Ensure all machinery is cleaned, inspected, maintained and user log book updated daily to agreed transport policy standards and procedures, e.g. oil/tyre/light checks and ensure all pre-start check sheets are completed as required.

What we’re looking for:

Full driving licence.
Working knowledge of risk assessment processes.
Ability to identify and make safe (for self, colleagues and the public) all the utilities and services encountered whilst working on RZSS sites.
Significant practical experience in the construction and maintenance of buildings, fencing and infrastructure.
Experience of working as part of a team, and on your own.
Construction Safety Certificate or equivalent is desirable as is being trained and competent in the operation of RZSS vehicles (e.g. forklift, dumper/lifter, 360 digger, telescopic lift) in a range of complex driving situations

Strategic Planning Manager

Scottish Canals is an innovative, forward-thinking organisation dedicated to safeguarding a crucial part of Scotland’s heritage whilst stimulating business growth, job creation and income generation by helping to create stronger communities, attract new customers and income and working with and through empowered and motivated people.

Scottish Canals offer a generous annual leave entitlement of 34 days, rising to 39 after 5 years (inc. public holidays), along with enhanced sick pay, discounted shopping vouchers, and a contributory pension scheme with up to 10% employer contribution.

We currently have an exciting opportunity for a Strategic Planning Manager to join our dynamic team based in either Falkirk or Glasgow. The Strategic Planning Manager will provide leadership for the team associated with Asset Inspection and Monitoring, Project Prioritisation and works planning, Develop asset data and information as a key function within business planning and risk management.

Key Tasks:
• develop and management of the Asset Risk Register and Engineering/M&E Works Programme to provide an up-to-date platform to support SC asset risk management and business planning;
• Identify and escalate arising risks associated with assets, through management of data and work programmes;
• Support the management of the Asset Inspection Team
• Clear articulation and implementation of the SC Asset Management Strategy and Plan across Operational Delivery teams.
• Maintain senior management commitment to, and active championing of, the portfolio management / strategic planning process to ensure collaboration in pursuit of shared goals.
• Provide impartial and credible analysis and decision-making support to the Project Board, along with support to projects and programmes.
• Cross-departmental project liaison to achieve efficiencies.
• Make informed recommendations for the prioritisation and costing for business planning and strategy development.
• Suggests changes or improvements to current business plans, policies, and procedures to optimise returns.
• Assist in the development of business plans that support and introduce solutions for strategic issues that affect the company.
• Review outputs from asset inspections and provide recommendations/proposals for the (re)prioritisation of work required to direct work plans.
• Liaise with all Scottish Canals teams to ensure that all work elements are suitably programmed within the delivery programmes.
• Collate and analyse outputs from project delivery teams to feedback into asset system, re-prioritise works and assets.
• Collate and analyse outputs from maintenance delivery teams to feedback in to asset management system, re-prioritise works and assets.
• Confirm asset data and maintenance requirements of new assets are entered into the asset management system (AMX) to ensure all assets are accounted for in the development of work programmes.
• Support technical queries internally and externally, providing advice at all stages of planned projects.
• Respond as appropriate by reference to relevant information sources and offer recommendations that achieve efficiency and are cost effective.
• Provide input into national agreements, frameworks and strategies.
• Liaise with the Head of Engineering to ensure that there is sufficient budget and resource provided through the business planning process
• Provide works planning information to the Operational Delivery Team to ensure that Planned Preventative Maintenance and planned works are undertaken timeously.
• Develop the capacity of AMX to assign risk to an asset, create and manage projects and dashboard reporting capabilities.
• Provide recommendations on improvements to asset data quality within AMX.
• Assist in the development of a strategy for managing high risk assets.
• Incorporate new strategies into planning and asset portfolio management.
• Line Management.

Skills and Experience:
• Track record of managing asset data and ability to demonstrate strategic level and innovative thinking;
• Good judgement skills for planning and achieving strategic goals.
• Strong analytical, interpersonal and problem-solving skills.
• Use professional knowledge and experience to provide definitive recommendations to Executive, Board and other colleagues on appropriate approach
• Interpret statutory requirements and adapt business processes to take account of these.
• High standard of verbal and written communication and proven ability to present technical data to non-technical audiences.
• Proficient in the use of a personal computer and IT programming and development skills for business applications software

Desirable Skills and experience:
• Able to use appropriate functions within AMX proficiently.
• Valid driving licence
• Analyse information to make technical judgements and recommendations to ensure the risks attached to SC assets are managed and defined standards are met.
• Use professional knowledge and experience to provide definitive recommendations to Executive, Board and other colleagues on appropriate approach, coaching the team on more complex cases.
• Interpret statutory requirements and adapt business processes to take account of these.

Personal qualities and abilities required:
• Consult, influence and support teams outside of the Operational function through the provision of strategic planning and technical expertise.
• Co-operate with, influence and inform Executive and Board.

Qualifications and knowledge required:
• Degree (or equivalent) in a relevant discipline.
• Technician/Associate level (or equivalent) membership of appropriate professional body.
• Demonstrable experience as a strategic planner or portfolio manager
• General heritage and environmental awareness.
• Knowledge of heritage protection regime.
• Competent use of a personal computer and business applications software and specialist software. Experience of GIS or mapping systems.
• Liaise closely with professional bodies in area of specialism to share best practice and new developments and ensure SC is seen as an influential organisation.
• Valid driving licence appropriate for vehicle to be driven.

Head of Exhibitions

DCA is seeking a new Head of Exhibitions following the announcement that Eoin Dara will be leaving in early 2023 to begin an exciting new role.

DCA’s Head of Exhibitions is responsible for the development, curation and delivery of a programme of contemporary art exhibitions, commissions, projects, publications and events as part of DCA’s creative and cultural programme. Working closely with the Director to fulfil DCA’s vision and shape its critically acclaimed wide-ranging and dynamic programme of Scottish, British and international contemporary art, the Head of Exhibitions manages programme activity both within the gallery spaces and beyond the building, through commissioning, touring, publicly sited work, publications and partnership projects. A central part of Dundee’s visitor offer and city and community life, DCA was named as one of Scotland’s five best art galleries in The Times, with shows recently previewed and reviewed by The Guardian, Frieze, Art Monthly, Art Review and Studio International.

The Head of Exhibitions is a member of DCA’s Senior Management Team, with the Heads of Cinema, Print Studio, Learning, and Operations, the Deputy Director – Head of External Relations and the Deputy Director – Head of Finance. Strong working, supportive and strategic relationships with all SMT members is key. The Head of Exhibitions manages the Exhibitions team, which includes the Exhibitions Manager, Exhibitions Coordinator and Exhibitions Assistant.

The post holder is also responsible for working closely with the Visitor Services Manager, Duty Supervisors and the Head of Learning to support the briefing and development of Visitor Assistants in the gallery spaces.

A creative and focused individual, with a strong network of contacts in the visual arts sector, you will work in partnership with a wide range of external partners and peer organisations to deliver an ambitious and sustainable programme that is a model of excellence regionally, nationally and internationally and which supports DCA’s mission, vision, aims and values. A commitment to equality, anti-racism, social justice and accessibility in all areas of your work is essential.

Library Assistant

Job Title: Library Assistant
Contract Type: Permanent
Salary: £21,681 – 23,952.34
Grade: FC04
Hours: 36 Hours Per Week
Location: Rothes Halls, Glenrothes
Job Reference: ON000398

We are OnFife and as Fife’s largest cultural organisation we specialise in making jaws drop, hearts warm, eyes light up and imaginations run wild.  We work with a huge range of partners, artists and creatives and our spaces are some of Fife’s favourite places. An ambitious leadership-oriented charity, we’re built on strong values, and those values make us who we are – Fearless, Inviting, Fair and Exciting. 

We’re a real Living Wage employer, and we offer a local government pension scheme, generous holiday allowance and flexible working opportunities.  If you need to travel for work, we can provide pool cars if you’re near head office or pay travel expenses so you are not out of pocket! Along with this, you can also access discounted gym/swim memberships and other employee benefits.

The Role

We have an exciting opportunity for a Library Assistant to join our team within Rothes Halls Library. The post is for 36 hours per week. Your days of working will flex to meet the business needs and this may include some weekend and evening working.

You’ll work as part of a team to provide a friendly, efficient and effective first point of contact for OnFife customers and visitors within the Library. This includes providing advice, information, logging requests for services and taking payments. You’ll help with the delivery of OnFife services and contribute to the ongoing development of OnFife.

About You

We are looking for someone who puts the customer first, strives to provide an excellent experience to customers and visitors and who has a can-do attitude.

Flexibility will be required and access to transport is necessary, as there may be travel throughout the region.

How to Apply

When you’re ready to apply, please download and complete our Application Form and return this along with a completed Equal Opportunities Form which can both be found on the current vacancies page of our website.

OnFife is an equal opportunities employer.

We are proud to support the Armed Forces community and are committed to the Armed Forces Covenant.

The closing date for applications is 12pm on Monday 05th December 2022.

Marketing & Events Officer

JOB DESCRIPTION

Post: Marketing and Events Officer
Directorate: Commercial Services
Reporting to: Centre Director

Job Purpose:

Responsible for the development and delivery of the Great Tapestry of Scotland Marketing strategy whilst ensuring the charitable focus of the Live Borders’ Marketing and Communication strategy to internal and external stakeholders. Develop and deliver a commercial events programme.

Duties include:
1. Lead the execution of marketing programs from start to finish, leveraging internal support and driving collaboration across national and international markets.
2. Identify target audiences, and develop marketing plans with specific objectives across different channels and segments
3. Analyse customer insights, consumer trends, market analysis, and marketing best practices to build successful strategies
4. Conduct analytics reporting across multiple platforms and extract key insights for future campaign development and go-to-market strategies.
5. Develop and deliver Events programme positioning the centre as a desirable venue for private and public events.
6. Manage projects with external marketing support providers e.g. designers, web or media relations support
7. Effectively manage project budgets and advise teams on marketing spend
8. Manage the Great Tapestry of Scotland website using content management systems (CMS) with a view to SEO optimisation
9. Daily management of social media to achieve growth in audiences and engagement

Visitor Services Manager – Retail, Admissions and Collections

The Visitor Service Manager is a hands-on role, supporting the Operations Manager to ensure close collaboration between operational teams and central teams, namely, retail, membership, collections conservation and curatorial. The Visitor Services Manager has first line responsibility for all retail sales, admissions income, NTS membership and visitor data at Culzean as well as the care for Culzean Castle and collections.

This includes supporting the Operations Manager to ensure the highest standard of service and experience is offered to our visitors through all responsible areas. The post holder will lead retail and membership teams to exceed sales budgets through exceptional customer service training, merchandising, upselling and experiences. This role will also lead a team looking after Castle and its collections, supporting the curator and conservator to ensure the highest standard of collections care is delivered and engage with our visitors through written and people led interpretation.

The Visitor Services Manager will ensure that all managed departments are safe, secure, clean and comfortable environments in which staff, students, and volunteers can effectively work, and visitors can enjoy. Weekend working is required, and the post-holder will be expected to work flexibly, taking time off in lieu, in accordance with Trust policy.

As a key member of the wider management team at Culzean the role will work with the team to deliver an overall visitor experience strategy, promoting good communication across the property and a joined-up service provision. This role will be part of the property leadership team and will act as Duty Manager for the property on a rota basis.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Retail and Membership

• You will be responsible for setting and achieving stretching budgets for retail and membership.
• You will effectively plan and grow income and profitability as well utilising NTS tools to control costs.
• You will develop business plans for retail, membership and castle/collections, ensuring teams have exceptional product knowledge and the skills to deliver amazing days out.
• You will monitor results regularly and take necessary action to achieve budgets, working with central support teams when required.
• You will create a great environment for your team of staff and volunteers to work.
• You will develop and coach teams, driving strong performance through setting clear objectives.
• You will lead a culture of amazing service and will monitor through regular reviews.
• You will maintain the highest level of visual merchandising.
• You will lead and advocate for a culture of amazing customer service and experiences.
Castle and Collections

• You will lead and participate in the preventative conservation of the collection at Culzean.
• You will be responsible for managing the routine and deep-cleaning programmes, including monitoring environmental controls, monitoring and maintaining deterioration of the collections and supporting the conservator.
• You will lead conservation projects within the Castle, ensuring all teams working within the castle are mitigating against damage.
• You will work with the curator to tell the stories of the house and Culzean in new and exciting ways.
• You will ensure we are telling thew stories of Culzean in exciting and vibrant ways
• You will lead a programme of stories and events within the Castle in collaboration with the Operations Manager.
• You will act as liaison for collections care with the Wedding and hospitality team to ensure the highest level of collections care.
• You will lead a team to support the overall experience plan for Culzean Castle and Country Park.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
• Management experience within a museum, visitor attraction, or hospitality industry
• Thorough understanding of how to plan, monitor, and change the visitor experience at a heritage attraction
• Proven experience of team building within and between departments
• Experience of planning and carrying out visitor evaluation, and managing feedback
• Proven experience of managing large multi-disciplinary teams in a busy environment of face-to-face interaction with public
• Proven experience of commercial management within a visitor attraction or equivalent.
• Experience of working within heritage buildings and collections care.
• Working knowledge of collections management and care in historic environment.
• Working knowledge of preventative conservation and practical conservation work.
• Volunteer management experience

• Desirable
• IT Proficient – Word and Excel
• Demonstrable knowledge of Health & Safety
• Flexible attitude to duties and hours
• Uses delegation and coaching skills to help others develop new skills
• Has a solution focused approach and is able to act independently
• Communicates effectively and persuasively, orally and in writing, with internal and external contacts
• Proven ability to act as part of a management team
• Proven ability to form part of a team and lead staff with strong clear direction and purpose
• Proven ability of working to and exceeding targets
• Develops positive and productive relationships with internal and external stakeholders
• Personal commitment to excellence in customer care
• High level of IT skills and experience of multiple work-based systems
• Significant sales experience and front-line interaction with customers
• A genuine understanding of and belief in, the work of the National Trust for Scotland.
• First Aid certification (or willing to be trained)
• Personal license holder (or willing to be trained)

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