The Operations Manager plays a central role in the day-to-day delivery and continuous development of Cowdray Ruins as a visitor destination. You will be responsible for the smooth and safe running of the Visitor Centre, Café, events programme, and all public-facing operations, ensuring consistently high standards of visitor experience while supporting the Trust’s wider conservation and development goals.
This is a hands-on leadership role requiring strong operational judgement, a practical mindset, and the ability to balance heritage sensitivity with commercial and audience development ambitions. You will also play a key role in shaping how the site grows, helping to increase footfall, improve visitor experience, and maximise the use of accessible spaces in a heritage environment that is actively evolving.
Key Responsibilities
Operational Leadership
- Lead day-to-day operations across the Visitor Centre, Café, and public-facing areas
- Ensure safe, efficient, and consistently high-quality visitor experience delivery
- Manage site opening/closing procedures, security, and duty management cover
- Recruit, induct, train, and support staff and volunteers
- Foster a high-performing, visitor-focused team culture
- Ensure staffing levels and costs remain within agreed budgets
Health & Safety and compliance
- Lead and embed a strong Health & Safety culture across the site
- Maintain, review, and implement Risk Assessments and operational procedures
- Ensure compliance with all relevant legislation and site-specific requirements
- Monitor site condition and oversee required maintenance and remedial actions
Events and audience development
- Plan and deliver an annual events and engagement programme
- Maximise use of available spaces to grow audiences and increase income
- Support development of new visitor experiences and activities
Marketing and communications
- Oversee social media activity and website content relating to the Ruins
- Support public understanding of Cowdray Heritage Trust’s mission and activities
- Contribute to audience development and promotional planning
Visitor experience and engagement
- Handle visitor enquiries in person, by email, and via phone
- Maintain a culture of exceptional service
- Support audience research, including surveys and feedback analysis
Finance and operations
- Support budgeting and financial monitoring with the General Manager
- Ensure operational sustainability through effective cost control and planning
Site stewardship and wider projects
- Coordinate outsourced maintenance and contractors
- Support the evolving Masterplan project where required
- Contribute to long-term operational planning for the site
The Operations Manager plays a central role in the day-to-day delivery and continuous development of Cowdray Ruins as a visitor destination. You will be responsible for the smooth and safe running of the Visitor Centre, Café, events programme, and all public-facing operations, ensuring consistently high standards of visitor experience while supporting the Trust’s wider conservation and development goals.
This is a hands-on leadership role requiring strong operational judgement, a practical mindset, and the ability to balance heritage sensitivity with commercial and audience development ambitions. You will also play a key role in shaping how the site grows, helping to increase footfall, improve visitor experience, and maximise the use of accessible spaces in a heritage environment that is actively evolving.
Key Responsibilities
Operational Leadership
- Lead day-to-day operations across the Visitor Centre, Café, and public-facing areas
- Ensure safe, efficient, and consistently high-quality visitor experience delivery
- Manage site opening/closing procedures, security, and duty management cover
- Recruit, induct, train, and support staff and volunteers
- Foster a high-performing, visitor-focused team culture
- Ensure staffing levels and costs remain within agreed budgets
Health & Safety and compliance
- Lead and embed a strong Health & Safety culture across the site
- Maintain, review, and implement Risk Assessments and operational procedures
- Ensure compliance with all relevant legislation and site-specific requirements
- Monitor site condition and oversee required maintenance and remedial actions
Events and audience development
- Plan and deliver an annual events and engagement programme
- Maximise use of available spaces to grow audiences and increase income
- Support development of new visitor experiences and activities
Marketing and communications
- Oversee social media activity and website content relating to the Ruins
- Support public understanding of Cowdray Heritage Trust’s mission and activities
- Contribute to audience development and promotional planning
Visitor experience and engagement
- Handle visitor enquiries in person, by email, and via phone
- Maintain a culture of exceptional service
- Support audience research, including surveys and feedback analysis
Finance and operations
- Support budgeting and financial monitoring with the General Manager
- Ensure operational sustainability through effective cost control and planning
Site stewardship and wider projects
- Coordinate outsourced maintenance and contractors
- Support the evolving Masterplan project where required
- Contribute to long-term operational planning for the site
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