OPERATIONS MANAGER: NATIONAL FOOTBALL MUSUEM
About the job
Job Title: Operations Manager – Commercial Trading & Visitor Experience
Department: Operations & Visitor Experience
Line Manager: Operations & Visitor Experience Director
Location: National Football Museum, Cathedral Gardens, Manchester, M4 3BG
Contract Type: Full-time, Permanent
Management / Supervision: Visitor Experience Coordinators, Shop, Security, Events Delivery
ROLE OVERVIEW:
Reporting to the Operations & Visitor Experience Director, the Operations Manager will oversee the day-to-day running of all commercial and visitor-facing functions. You will ensure high standards of customer service, accessibility, safety, and commercial growth, while also contributing to major operational planning, compliance, and incident management.
Alongside the Operations Manager – Technical & Estates, you will also co-manage the museum’s major incident plan, counter terrorism procedures, and business continuity strategy.
Key Responsibilities:
Operational & Commercial Delivery
Lead and manage Admissions, Retail, F&B, Tours, Events, Security, and Customer Service operations.
Ensure visitor experience supports audience development goals and delivers innovative in-venue experiences.
Work with the Access & Inclusion Committee to embed accessibility and best practice into all services.
Develop and implement strategies to maximise income across retail, F&B, and events.
Manage stock, procurement, supplier relationships, and contracts.
Oversee safety and security procedures, including risk management and staff training.
Act as Duty Manager during key trading periods and events on a rota basis.
Financial & Business Management
Control budgets across departments in line with organisational financial objectives.
Monitor expenditure and income, ensuring efficiency, value for money, and sales growth.
Produce and analyse financial and statistical reports to track profitability.
Scrutinise staffing rotas and operational planning to ensure compliance with budget and KPIs.
Drive Gift Aid and other commercial opportunities through admissions and ticketing.
Leadership & Communication
Lead, manage, and develop visitor experience, admissions, and retail teams.
Set and monitor departmental KPIs, business plans, and professional development objectives.
Ensure clear and effective communication between departments, managers, and the Senior Leadership Team.
Confidently communicate new policies, procedures, and operational changes.
Act as site Designated Premises Supervisor (DPS) for alcohol licensing, ensuring compliance with licensing and security policies.
Manage the third-party security contract, ensuring value, compliance, and adherence to Martyn’s Law.
ESSENTIAL KNOWLEDGE/EXPERIENCE
Significant experience in senior operations management within a commercial or visitor-facing environment.
Proven track record of growing successful, profitable commercial operations (private or not-for-profit).
Experience managing large teams, budgets, and business development initiatives.
Strong commercial awareness with proven negotiating skills.
Experience embedding accessibility best practice in customer service/operations.
Excellent organisational, communication, and project management skills.
Strong stakeholder management ability, with the confidence to communicate complex business ideas.
Ability to work effectively with diverse groups of people in a public-facing environment.
How to Apply:
📝 Apply online via the button below.
