Visitor Operations & Experience Manager

Summary

Are you a driven leader who thrives on delivering exceptional visitor experiences?

We’re looking for a confident, decisive and inspiring leader to join us at Morden Hall Park as our Visitor Operations and Experience Manager. In this pivotal role, you’ll not only shape outstanding experiences for every visitor, but also act as a trusted deputy to the General Manager - taking the lead, making key decisions, and guiding the team with clarity and confidence.

If you’re passionate about high standards, and ready to take ownership in a fast-paced, visitor-focused environment, we’d love to hear from you.

This is your chance to make a real impact. As part of our leadership team, you’ll help shape how we end unequal access and connect people with nature, beauty, and history. From developing diverse experiences to ensuring every moment at the park is memorable, your work will help us care for this special place and share it with everyone.

Interviews are likely to be scheduled the week of 29th June 2026.

The advertised salary is inclusive of an Outer London weighting allowance of £3,315 per annum.

The National Trust’s commitment is “For everyone, for ever.” Bringing that promise to life starts with the people that work here. It means building teams with a diverse range of backgrounds, cultures, and experiences. It means creating an inclusive environment where everyone is able to thrive. Our positions are open to all, and we welcome applications from all backgrounds to support our ambitions of reflecting the communities we serve and ending unequal access.

What it's like to work here

Morden Hall Park is a green oasis in the heart of London. Just 500 metres from the Northern Line, it feels like a countryside in the city. We’re a vibrant, welcoming space where no two days are the same, and access and inclusion are at the heart of everything we do.

As Visitor Operations and Experience Manager, you’ll lead our strategic priority to End Unequal Access and Inspire Millions. Reporting to the General Manager, you’ll be part of the Property Leadership Team, championing inclusion and operational excellence.

This is a front line operational management on-site role. Working hours are typically 9am–5pm, with occasional early or late shifts. You’ll join the Duty Manager rota, including weekends and bank holidays, with Time Off in Lieu (TOIL) for additional hours.

What you'll be doing

You’ll lead the delivery of outstanding visitor operations, managing budgets and diversifying our offer—from paid admissions, events, and memberships to free activities that inspire and engage. You’ll deputise for the General Manager and be the most senior operational role on site.

You’ll work with partners to bring the park’s stories to life and design experiences that appeal to a wide range of audiences. You’ll champion the Trust’s values of Welcoming Everyone, creating a positive, high-performing culture across your team.

You’ll support staff and volunteers across visitor welcome, learning, events, and marketing, and work closely with the Facilities & Support Services Manager to ensure smooth operations for everyone on site including staff, volunteers and visitors.

Who we're looking for

• Extensive Operational Experience in Visitor Operations, Visitor Experience, and/or Customer Service Delivery
• Experience of leading teams in a dynamic, and fast paced environment, remaining calm under pressure
• Excellent Knowledge of Audience Research, Data and Trends to Inform Visitor Programming and Operations
• Proven ability to design engaging, creative experiences with strong attention to detail
• Inspiring Leadership Skills Including Coaching, Team Development, Motivation, Communication and Strategic Direction
• Proven Track Record of Managing Complex Budgets and Maximising Income While Controlling Costs
• Significant Experience of Managing Operational Risk and Ensuring Compliance

The package

The National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

• Substantial pension scheme of up to 10% basic salary

• Free entry to National Trust places for you, a guest and your children (under 18)

• Rental deposit loan scheme

• Season ticket loan

• EV car lease scheme (for roles that meet the salary criteria)

• Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts

• Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.

• Flexible working whenever possible

• Employee assistance programme

• Free parking at most Trust places