Head of Visitor Services

The Head of Visitor Services provides strategic leadership for all front-facing services at Storyhouse and Grosvenor Park Open Air Theare (GPOAT), including visitor services, cinema operations and retail and merchandise. The role exists to ensure that every interaction with audiences, corporate clients, venue hirers, artists and partners is consistently welcoming, inclusive, accessible and safe, while actively maximising income through high-quality service, effective operational planning and the development of a strong retail and visitor offer.

With a strong focus on continuous improvement, the Head of Visitor Services sets and champions high standards of customer care, presentation and operational delivery across the building and public spaces. A central responsibility of the role is to champion access and inclusion, ensuring that disabled people and those with additional access requirements experience Storyhouse as welcoming, barrier-free and responsive to their needs.

As a member of the Extended Leadership Team, they embed a culture of professionalism, accountability and pride, ensuring that visitor and client experience contributes directly to audience loyalty, repeat business and long-term relationships, while always reflecting Storyhouse’s values and commitment to equity and inclusion.