• Collaborate closely with the Hospitality and Events Sales Manager to strategically develop and strengthen the Museum’s venue hire and commercial events offer.
• Work with the Hospitality and Events Sales Manager to maximise occupancy, profitability and customer satisfaction while ensuring events complement the Museum's charitable objectives.

Digital & Licensing

• Grow e-commerce, digital ticketing, and paid digital content to better enable public engagement, and access to the museum’s collections and learning resources.

Operational Management

• Lead and develop cross-functional commercial and visitor experience teams.
• Support the General Manager in overseeing the effective operation, maintenance, repair and development of the Museum’s buildings and physical infrastructure.
• Ensure commercial activity complies with financial, procurement, and ethical standards. Set KPIs, monitor performance, deliver reports to Executive/Board.
• Provide leadership, coaching and performance management for direct reports, fostering a collaborative, commercially focused culture.

Visitor Experience

• Work with Visitor Services, Marketing, and Curatorial to ensure commercial activity enhances the visitor experience.
• Review and implement efficient working practices within the Visitor Experience team.
• Use data and insights to improve visitor satisfaction, dwell time, spend per head, and repeat engagement to support reinvestment in the Museum's charitable objectives and heritage assets.

Commercial marketing and audience growth

• Provide strategic commercial direction for the Museum's marketing and communications activity, working closely with the Head of Marketing to ensure campaigns and audience development support commercial objectives, visitor growth and income generation.
• Monitor marketing performance against agreed KPIs, using insight and data to evaluate effectiveness and inform commercial decision-making.
• Work in partnership with the Head of Marketing to ensure the Museum's brand, marketing and communications support its position as a leading national heritage, education and cultural visitor destination, while maximising audience reach and commercial opportunities.

Experience

Essential

• Proven senior leadership experience in commercial roles within museums, heritage, charitable attractions, or retail/hospitality.
• Experience developing commercial strategies that balance financial performance with organisational mission.
• Excellent analytical skills with the ability to interpret commercial data and translate insight into action.
• Strong financial acumen: budgeting, forecasting, P&L ownership.
• Experience managing multi-disciplinary teams and external partners.
• Track record of revenue growth and commercial innovation.
• Excellent negotiation skills and understanding of procurement and supplier management.
• Data-driven decision-making and familiarity with CRM, EPOS, and ticketing systems.

Desirable

• Experience in e-commerce and digital content monetisation.
• Knowledge of charity governance, public funding, and the UK cultural sector.
• Experience working with curatorial, exhibitions, and education teams.

Competencies

• Purpose-led innovation: Develops commercially viable opportunities that support the Museum’s charitable purpose and contribute to the preservation of its heritage assets.
• Strategic thinking: Creates and communicates a clear long-term commercial vision, translating organisational aims into practical plans and measurable outcomes.
• Entrepreneurial approach: Identifies opportunities, tests new ideas and drives initiatives that increase income, reach and organisational resilience.
• Stakeholder influence: Builds effective relationships with colleagues, trustees, partners and suppliers, securing support and collaboration across a range of priorities.
• Leadership and people development: Leads with clarity and confidence, supporting teams to perform well, develop their skills and work collaboratively.
• Visitor-centred judgement: Balances commercial objectives with the Museum’s mission, ensuring income-generating activity enhances the visitor experience.
• Operational excellence: Ensures activity is delivered efficiently, compliantly and to a consistently high standard, using evidence and insight to improve performance.