Assistant Experience Operations Manager

The post-holder is responsible for providing attentive and quality service to visitors and Johnnie Walker Princes Street (JWPS) staff. The successful candidate will assist the Experience Manager with visitor experience functions, including oversight of tour operations, tour staff scheduling, inventory tasks, opening and closing, experience area maintenance, critical initiatives, experiential development and overall support of JWPS.?This role will mainly oversee the Back of House area of the Experience Department.  

You will be responsible for: 

• Provide a strong leadership presence and control of visitor experience operations while operating in a productive and efficient way 
• Build strong ways of working which enhance the smooth delivery of the experiences 
• Regular liaison with the events, retail, bar, facilities, finance and Leadership teams 
• Assist in identifying & recruitment of appropriate team members 
• Actively engage visitors with a strong consumer centric?approach to enhance their experience at the JWPS; help visitors by providing information about the visitor experience offerings 
• Operate and lead the point of sale system and process sales – including supervising the tour schedules, processing discounts, returns, exchanges, and voided transactions 
• Ensure proper cash handling and selling procedures are followed by visitor services staff including accurate cash reconciliations and cashing up procedures at end of day 
• Build and maintain strong relationships within all key departments at appropriate level 
• Assist with reporting and analysis of Sales, performance indicators, Traffic, Conversion, CRM, experience staff payroll 
• Mentor and develop experience team members with clear purpose, personal accountability, and well-defined performance goals and processes 
• Train visitor service team in salesmanship techniques to include approaching visitors to accurately assess and interpret their hopes, desires, and spirit-related interests to provide a personalized experience for each interaction 
• Prioritize, plan, and adjust rosters as vital to improve visitor numbers and revenue 
• Supervise and be accountable for all operational processes for the visitor experience operations, including but not limited to staffing, inventory management, forecasting, specific equipment, behind the scenes operations product knowledge, experience marketing execution, and event management 
• Directly oversee the Back of House operation of the Experience Department and ensure that all guests have a world class experience  
• Maintain a clean and safe environment while adhering to all H&S and compliance regulations  
• Implement and uphold operational policies to ensure consistency and operational excellence  
• Lead, manage and motivate a large team, focusing on training, development and performance management  

To be successful in this role: 

• 4+ years of management with strong leadership skills and business orientation 
• Strong understanding and experience of inventory management 
• Be guided by a customer-first approach; ability to understand and interpret consumer insights 
• Consistent record of achieving operational KPI, revenue, and profit targets 
• Experience leading teams and business units; be a true leader, acting as a role model for the team 
• Proven track record of success in high volume and high pressure environments  
• Must be flexible with work schedule including weekends, holidays, and evenings 

Working with Us 

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying. 

Join us and you can also expect a highly competitive and flexible rewards and benefits package including: 

• Product allowance and membership discounts 
• Contributory pension scheme 
• Competitive annual bonus (dependent on performance) 
• Generous holiday allowance 

Full Time, Permanent 

Closing date: 8th November 2024