Head of Visitor Experience

Head of Visitor Experience—Irish Brand Homes

Location: The Guinness Storehouse, Dublin, Ireland (on site role)

Full Time, Permanent

Closing Date: December 5, 2024

About Us    

Located in the heart of St. James's Gate Brewery, the Guinness Storehouse is recognised as the world’s leading tourist attraction welcoming millions of visitors every year.

Since our launch in 2000, we've been on an incredible journey of growth and innovation. From our 360-degree panoramic Gravity Bar to our award-winning flagship store and the fascinating Guinness Archive, every corner is filled with immersive, sensorial guest experiences that tell our rich story.

In our inclusive culture, where we value each other and celebrate different perspectives, you'll be supported to thrive and recognized for your unique contributions, as we unlock a brighter, more exciting future together. 

If this resonates with you, come join us at the Home of Guinness.

About the Role

The Head of Visitor Experience is a pivotal role that demands a strategic leader with exceptional people skills, a commitment to excellence in customer service, and a strong commercial acumen. This role is responsible for making a significant impact on the overall visitor experience and contribute to the success and growth of the organisation. The role is responsible for managing all elements of the end-to-end physical visitor experience and for ensuring that all customer touch points and connections are carefully considered and developed. The role is responsible for ensuring that we have a highly engaged and trained customer experience team who deliver world class experiences and storytelling every day. 

Responsible with the Head of Commercial Growth and other key members of the Leadership Team to deliver the agreed Net Promoter Score for each brand home. The visitor experience team from Guinness Storehouse, Guinness Open Gate Brewery and Roe & Co Whiskey Distillery will report to the Head of Visitor Experience.  

This role is site based (occasional WFH may be possible) and Saturday working will be required on a regular basis (average one per month) 

The Head of Visitor Experience is a senior leadership role responsible for delivering an exceptional visitor experience across all touchpoints. This role requires a strategic and dynamic leader with outstanding people skills, an unwavering commitment to high customer service standards, a commercial mindset, and extensive experience managing and leading large diverse teams. The Head of Visitor Experience will drive initiatives that enhance visitor satisfaction, increase operational efficiency, deliver NPS Scores  and achieve commercial targets. The purpose of the role is to always challenge the status quo to improve the overall customer experience and employee experience (recruitment, rostering, effective scheduling, leadership, learning and development)  

You will be responsible for:

Strategic Accountability for Visitor Experiences

• Develop and implement a comprehensive visitor experience strategy aligned with the organisation’s vision, mission, and goals. 
• Identify and prioritize initiatives that enhance visitor satisfact