Visitor Experience Manager
Salary: £32,500 per annum
Terms: This is a permanent position
Reports to: Head of Visitor Experience
Hours: 40 hours per week, across a 5 day week Mon-Sun
Holiday: 20 Days, plus 8 public holidays per annum pro rata
Location: Lightroom, 12 Lewis Cubitt Square
ABOUT LIGHTROOM
Lightroom is a new permanent projection-based arts venue which opened in Kings Cross, London in February 2023. Created through a joint venture between 59 Studio and London Theatre Company, Lightroom creates remarkable artist-led shows for audiences in London and across the world.
We invite the world’s leading creative minds to use our vast space and revolutionary technology to create something completely new. We launched in February 2023 with Bigger & Closer (not smaller & further away), a collaboration with artist David Hockney. Our second critically acclaimed show, The Moonwalkers: A Journey with Tom Hanks, about the Apollo and Artemis missions to the moon was created, co-written and narrated by Tom Hanks. In November 2024, we launched Vogue: Inventing the Runway, made in collaboration with the esteemed publication and Anna Wintour. In summer 2025, we will open Prehistoric Planet: Discovering Dinosaurs in collaboration with Apple TV+. Lightroom aims to be the home of stories from the world’s most exciting voices across all disciplines of the arts, music, popular science or beyond, with an extensive slate of remarkable talent and shows in development.
ABOUT THIS ROLE
At Lightroom, we want to ensure that every visitor enjoys a seamless, engaging, and memorable journey through our venue. Our visitor experience strategy, “Illuminating Every Moment,” sets out how our team delivers an exceptional visitor experience. Every touchpoint in the visitor journey plays a crucial role in shaping their visit, and our team of three Visitor Experience Managers is at the heart of making this happen.
As a Visitor Experience Manager, you will oversee all areas of day-to-day Operations, including Access, Bar & Events, Floor, Retail, Ticketing and Stagedoor. While each department may have specific responsibilities, we work fluidly across teams, supporting each other to deliver an outstanding visitor experience. Whether you are leading the team of hosts, assisting with accessibility needs, ensuring smooth service at the bar, or maintaining a welcoming atmosphere, your focus will always be on teamwork, adaptability, and enhancing the visitor journey. You will coach and demonstrate our Visitor Experience values which are:
Be an Ambassador for Lightroom
Be Approachable – Foster a welcoming atmosphere with warmth and enthusiasm.
Be Informative – Know the shows, artists, and venue inside-out.
Be Proactive – Anticipate visitor needs and assist them to resolve issues promptly
When on duty you will play a key role in fostering a collaborative and supportive culture among your team. We believe that a positive working environment leads to a great visitor experience, and you will be responsible for leading by example—ensuring that every visitor feels valued, and every team member feels supported.
Lightroom is open seven days a week, with a mix of daytime and evening shifts. Flexibility is key, and you should expect to work evenings and weekends.
This role is ideal for someone ready to step up within Operations, with the ability to lead, motivate, and support a team while maintaining a hands-on, visitor-focused approach.
DUTIES AND RESPONSIBILITIES
Day to day responsibilities will include but not be limited to:
- Drive Commercial Success – Maximise revenue opportunities through ticketing, retail, and bar while optimising operational efficiency.
- Enhance Visitor Experience – Ensure every guest is “illuminated at every moment” by delivering seamless, high-quality service.
- Cross-Department Collaboration – Work closely with all operational departments to align on business goals and visitor engagement.
- Operational Excellence – Oversee daily operations, ensuring smooth logistics, compliance, and high standards of presentation.
- Team Leadership & Development – Lead, inspire, and coach a high-performing team to deliver exceptional experiences.
Administration
- Roster the Visitor Experience teams to ensure appropriate levels of staffing across the 7-day operation
- Audit RotaCloud regularly ensuring that information is kept up to date
- Track and address unauthorised absences, sickness and poor performance.
- Manage all areas of Rotacloud including timesheets, shift swaps and holiday approvals
- Review and refine operational procedures
- Work closely with the Head of Visitor Experience on continuous improvement to develop the Visitor Experience
Duty Management
- Duty Manage the venue regularly
- Lead and motivate the team to deliver an exceptional visitor experience for all
- Ensure all staff are welcoming, knowledgeable, professional, responsible, and commercially focussed
- Act as the lead during any building critical incidents; Accidents, Incidents, Evacuation, Invacuation – ensuring best practice is always followed
- Ensure the venue is clean, tidy, and maintained at all times, ensuring a welcoming environment for our visitors
- Ensure equipment across all operational areas is working and report any issues
Access
- Give tailored support to access customers determined by their needs and how they want to journey through the experience
- Ensure all areas of the access operation are fit for purpose and compliant with Lightroom policies and expectations
Bar & Events
- Ensure all food and beverage areas are prepared for set up in advance of each shift and in accordance with relevant standards of procedure
- Drive sales through providing exceptional customer service, identifying upsell opportunities, and lead the operational change over from day to night
- Work with the Bar & Events Manager to deliver exceptional private hires and events
Door
- Ensuring the safety and security of the public within the building, including bag checks with a 100% penetration rate
- Staying vigilant and being aware of suspicious activity and reporting such activity to managers immediately.
- Immediate response to all emergency situations as the Duty Manager to restore order, safety and security to the venue
Retail
- Work with the Retail Manager in managing day-to-day sales and understand all areas of the Retail offering and operation.
- Drive sales through providing exceptional customer service, identifying upsell opportunities, and motivating the sales team
- Monitoring adherence to processes and procedures to reduce stock loss
Ticketing
- Ensure that the customer journey from booking into the show space and beyond is as smooth as possible
- Have exceptional knowledge of Spektrix to assist the team and customers, and troubleshoot any issues that may arise on shift
PERSON SPECIFICATION
- Leading by Example – Ability to set a positive tone for the team and ensuring an exceptional visitor experience.
- Strive for Operational Excellence – A proactive person in upholding operational standards, from health & safety checks to Visitor interactions, regardless of contracted area. Take ownership of your area and ensure everything runs smoothly.
- Nurturing & Coaching – Confident to provide guidance, offer constructive feedback, and ensure a positive and motivating work environment every day with a proven track record of key performance management skills
- Professionalism – Ability to retain composure and leadership. Regardless of how busy or pressured a shift becomes, professionalism must be maintained, both with visitors and within the team.
- Confidentiality & Discretion – The proven ability to uphold complete discretion in handling any operational or staffing matters.
- Communication & Accountability – A clear communicator across various departments, whilst keeping in line with our company ethos and aims.
HOW TO APPLY
To apply, please submit your CV and Cover Letter via this link HERE, or under the advert for this role on the Lightroom Website. Your covering letter should detail how you meet the criteria within the person specification and why you would like to be considered for the role.
We also kindly request that you fill in an Equal Opportunities Monitoring Form either via this link or the web page.
Should you wish to reach out for an informal conversation about the nature of the role, please contact our Stage Door team via 0330 500 2148 who will direct your call accordingly.
DEADLINE FOR APPLICATIONS
Applications for this opportunity will close at 12pm on Monday 12th May 2025 with first round interviews taking place on Thursday 15th May.
Should you require any special assistance with your application, please reach out via email to recruitment@lightroom.uk or call 0330 500 2148.
We look forward to receiving your application.
We are an equal opportunities employer and value diversity. We encourage applicants from different backgrounds and different experiences.