Senior Retail & Visitor Experience Manager

Overview

The Design Museum is the world’s leading museum devoted to contemporary design in all its forms, supported by a dynamic Commercial & Operations directorate.

We are now seeking a Senior Retail & Visitor Experience Manager to play a central role in shaping and delivering an outstanding end‑to‑end visitor journey.

This is an exciting opportunity to lead the integration of visitor experience and retail operations, driving commercial performance while ensuring a consistently high‑quality, engaging and customer‑focused experience across the museum.

About the role

The Senior Retail & Visitor Experience Manager supports the delivery of strategic commercial objectives, with a focus on enhancing the visitor journey, driving retail performance and embedding operational excellence.

Working closely with the Head of Commercial & Visitor Experience and cross‑museum teams, you will lead on visitor experience standards, retail operations and the delivery of key projects and initiatives, ensuring strong commercial outcomes and an exceptional customer experience.

Key areas of focus include:

• Leading and developing visitor experience and retail teams to deliver high standards of service, welcome and sales.
• Driving retail performance through effective use of data, visual merchandising and operational planning.
• Overseeing and improving the end‑to‑end visitor journey, using feedback and insight to enhance experience and accessibility.
• Planning and delivering commercial projects and initiatives, including exhibitions, seasonal activity and revenue‑generating opportunities.
• Embedding robust operational processes across retail and visitor experience, including financial controls, stock management and systems.

Terms and Conditions

Salary: up to £45,000 per annum (dependent on experience)

Holidays: 25 days + Christmas eve (museum closed)

Hours: 35 hours / 5 days per week (including some evenings and weekends as required)

Location: On-site (primarily on-site, with limited ad hoc home working)

Closing date: Sunday 21 June (midnight)

Interviews: Thursday 02 July

Application process

Please visit our Careers page to apply via our online portal: https://careers.designmuseum.org/vacancies

If you encounter any issues while completing your application, please email peopleteam@designmuseum.org before the vacancy closing date. We will be in touch as soon as possible; (please note the inbox is monitored Monday-Friday).