Recruitment Pack Visitor Experience Manager Battersea Dogs & Cats Home

Transcription

1 Recruitment Pack Visitor Experience Manager Battersea Dogs & Cats Home

2 Dear Applicant, Thank you for requesting further information for our Visitor Experience Manager vacancy (Ref BDCH766). Please find enclosed the below information which you should read thoroughly before starting your application: A full job description & person specification Additional information Closing date: Sunday 9 th October 2016 Interview date: Monday 17 th October 2016 If you do not hear from us within 2 weeks of the closing date, please assume you were unsuccessful on this occasion. Please note that we reserve the right to close this post early, should we receive a high volume of applications. Thank you for your interest in working for Battersea Dogs & Cats Home. The HR Team jobs@battersea.org.uk

3 Job Description Job Title: Visitor Experiences Manager Hours: 35 per week, including some bank holiday and weekend working Responsible To: Deputy Director of Commercial Works With/Key Contact: Fundraising Team, Communications, Marketing & Design Teams, Front of House Teams, Finance Team Location: Battersea Duration: Permanent Responsible For: Visitor Experiences Officer, and indirectly all publicfacing roles Salary: 25,500 per annum Context and Background Established in 1860, Battersea Dogs & Cats Home aims to never turn away a dog or cat in need of help, caring for them until their owners or loving new homes can be found, no matter how long it takes. We are champions for, and supporters of, vulnerable dogs and cats, determined to create lasting changes for animals in our society. Every year, we care for over 8,000 dogs and cats. The Commercial team at Battersea Dogs and Cats Home are going through an exciting time of expansion and growth. Main Purpose of the Role This new role has been created to ensure all visitors to the Home have a fantastic experience, whether rehoming an animal with us or on a day out, ultimately leading to more income and more animals finding their forever home. We are developing our site significantly over the next few years, with this role helping transform the customer journey. This role covers the on the ground delivery of retail, on-site catering, and the overall customer journey. The role is based at London, but will also liaise with our sister sites at Brands Hatch and Old Windsor, seeking out the very best practice. As the link between all the departments delivering the customer journey, you will have a real opportunity to make your mark. You will be a customer service specialist with commercial knowledge, perhaps in a visitor attraction. This role is ideal for someone who can pro-actively review processes and make them better, always putting the customer at the heart. You will be great at building relationships with multiple stakeholders, and exceeding income targets. Overall Objectives Ensure an excellent overall visitor experience as measured by the Home s Net Promoter Score, Mystery Shopping Programme and Exit Surveys Deliver agreed net profit targets for Retail and Catering Support donations and gift aid contributions Manage the day-to-day output of the Catering contract Consistently review the on-site experience and propose ideas for efficiencies or new income opportunities

4 Responsibilities: Responsibilities % of time Complete regular site walkthroughs to ensure standards meet visitor experience 10% expectations, taking action where required Manage the day-to-day catering contract, ensuring KPIs are met and service standards 10% are achieved Manage the Home s retail activity including the outlets, e-commerce and events. 20% Regularly review and streamline the visitor journey, working with colleagues to deliver an 10% exceptional experience Manage the buying and merchandising of retail stock in liaison with the Licensing and 20% Product Development Exec, in line with the Open to Buy Budget Drive on site commercial performance, using the budgeting, forecasting and accounts 10% process to maximise opportunities. Work with colleagues across the home to ensure service standards are defined and 10% monitored, with any performance issues addressed. Have excellent operational knowledge of the EPOS, AIM and e-commerce platforms, 5% identifying key users across the business. Liaise with Learning and Development to plan and implement a clear training programme 5% for front of house teams Follow the Home s approvals processes, due diligence processes and Corporate <5% Relations Policy and the Institute of Fundraising Codes of practice (including legal and tax considerations) and FRSB complaints procedures as appropriate. The above job description is intended to be an outline of the duties and responsibilities for this role. This is not an exhaustive list, and it is likely to change over time. You may be expected to undertake other duties that are commensurate with this role and grade. Decision Making Financial decisions will be signed off by the Head of Commercial and Customer Experience Accountabilities For following internal sign off processes, due diligence and Corporate Relations policy and the Institute of Fundraising guidelines and FRSB complaints procedures and any other appropriate records. For the income and expenditure budgets for retail. For staff and volunteers who work on retail activities.

5 Person Specification Experience working in a customer-facing environment with a strong of understanding of best practice Experience in the retail sector, including buying and merchandising A strong commercial awareness with an excellent track record in achieving and exceeding income targets Experience of contract management Ability to mobilise operational teams to achieve service standards Significant experience of buying retail stock, negotiating prices and maintaining supply chains. Excellent written and verbal communication skills. Financially adept and numerate, with good experience of forecasting and/or planning and working with budgets. The ability to quickly develop an understanding of BDCH policies and procedures, as well as a general understanding of BDCH s position in regard to animal welfare and behaviour. Ability and motivation to deliver high quality work with minimum supervision. A flexible approach to managing and prioritising a high workload and multiple tasks. Proven experience of working constructively and collaboratively with colleagues from different teams. Understanding of, and a commitment to, the vision, mission and values of Battersea Dogs & Cats Home. Experience of positively embracing and adapting to change. Experience of suggesting and taking the initiative about new ways of working that have been successfully implemented. A track record of taking responsibility for your own work and the decisions you have made. Computer literate on Microsoft Word, Outlook and PowerPoint, with advanced knowledge and experience of using, Excel spread sheets and databases. Desirable Familiarity with the pet trade sector. Familiarity with the catering sector Experience in the visitor attraction sector

6 Position in the team General information The Home is an equal opportunities employer and all employees are actively encouraged to contribute to the promotion of diversity. All employees are required to act in accordance with their responsibilities under the Health & Safety at Work Act. Data protection As part of your duties, you will be required to obtain, process and use information held on a computer or word processor. You may not use or disclose data for any other purpose than that for which it was recorded. You must only disclose data to authorised persons or organisations as instructed.

7 Working at Battersea Dogs & Cats Home Please note that all offers of employment require: References deemed satisfactory to the Home Medical clearance via our occupational health team Proof of eligibility to work in the UK All new employees to the Home will be subject to a probationary period. We are unable to allow staff to bring their own dogs with them to work. The Home offers our employees a wide range of benefits to reward them for the value that they bring to the Home. Please click here for more information. We look forward to receiving your application!

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