Visitor Experience Project Manager

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We're not just an amazing, award-winning visitor attraction that's home to 37,000 incredible animals inside 128 acres of stunning gardens. We're not just the UK's most popular zoo. We're a major wildlife charity that's committed to the recovery of endangered species, globally. And, as the world faces an extinction crisis, we're making a hugely significant contribution to conservation at a time when it's needed most. We are Chester Zoo and we prevent extinction.

We are underway with a number of significant developments which will further enable us to fulfil our ambitious and bold Conservation plan, as well as ensure we continue to be a leading visitor attraction. We have recently been voted the UK's best zoo, and we have an exciting opportunity to join our dedicated and passionate team.

As we embark on an exciting period of growth and development, we're looking for someone to support the delivery of some of our major transformation projects, including the launch of our Heart of Africa zone and our overnight stay proposition. The ideal candidate will have proven operational management experience in complex visitor attractions, with project management skills and a solutions focused, collaborative approach.

This role will provide the right person with a challenging and rewarding experience, the opportunity to gain new skills and further develop their strategic capability within a National leading visitor attraction, not to mention the chance to work with a brilliant team. If you think you can help, we'd love to hear from you!

The Role

This role will act as the main support to the Commercial Director for the operational mobilisation of both the Heart of Africa redevelopment and overnight stay proposition, as well as other ad hoc projects as required in line with our organisational plan. The role will have responsibility for providing strategic analysis, decision-making support, hands-on involvement and effective communication to successfully drive projects through from initial concept to successful completion.

We are looking for someone who can:

• Initiate and manage commercial projects: Oversee projects from high-level conceptualisation to detailed operational requirements, culminating in comprehensive project documentation for reference and agreement by multiple stakeholders.
• Ensure project alignment: Act as the key liaison between different stakeholders, ensuring that project requirements are implemented and aligned with Chester Zoo's goals during each stage of development.
• Provide analysis and support: Offer detailed analysis, practical evaluations, and facilitate decision-making processes with various teams. Manage resolution of any issues that arise.
• Facilitate operational readiness: Lead efforts to ensure that all commercial initiatives are operationally ready, including planning for equipment needs, team training, logistics, and space utilisation.
• Coordinate and deliver initiatives: Manage the logistical planning for allocated commercial initiatives, including new openings and commercial launches, and take an active role in delivering these initiatives.
• Organise resources: Coordinate tasks, resources, stakeholders, and deliverables, providing deadlines and tracking progress for the commercial projects team.
• Implement contingency plans: Develop and implement contingency plans to address potential project disruptions.
• Communicate effectively: Maintain clear communication channels between project teams, ensuring that progress and updates are well-documented and shared with senior leadership.
• Change management: Communicate and engage with teams across the Commercial department and wider zoo to gain buy-in and support for change and ensure alignment with the Zoo's mission.
• Lead project reviews: Manage documentation and prepare for project reviews with senior managers. Lead regular project updates to keep all stakeholders informed.
• Contribute to continuous improvement: Track lessons learned throughout the project lifecycle and contribute to strategies for continuous improvement.

The Package

• Salary: £53,038.58 per annum
• 12 month fixed term contract
• 40 hours per week
• 33 days annual leave
• Annual holiday buy/sell scheme
• Staff pass so you can visit the zoo during your time off, plus multiple complimentary tickets for your friends and family
• Cycle to work scheme
• Electric vehicle scheme
• Healthcare plan and employee assistance programme
• Discounted gym membership
• Discounts on cinema tickets, restaurants, high street shops and more via Perks
• Pension scheme with generous employer contributions up to 9%
• An amazing working environment - Where else can you see critically endangered orangutans from your office window or stroll among rare giraffes and tigers on your lunch break.

What you'll need:

• Proven experience supporting complex commercial projects within large visitor attraction/leisure venue environments or similar, either in an operational role or projects role.
• Experience managing and influencing cross-functional teams.
• Experience in assessing and developing commercial opportunities within visitor attractions and the ability to turn ideas into reality.
• Demonstrable understanding of a wide range of activities within the visitor attraction sector such as events, F&B, visitor services and operations, retail etc.
• Ability to coordinate large-scale project delivery in a fast-paced environment.
• Skilled in coordinating stakeholders, resolving conflicts, and prioritising tasks.
• Demonstrated ability to take active roles in delivering project initiatives, with a 'sleeves rolled up' attitude to getting things done.
• Demonstrated problem-solving abilities and a commitment to continuous improvement.
• A strong understanding of budget and cost management with the ability to balance short term and long term objectives.
• A curious mindset and to be a keen learner - taking initiative to understand the wider visitor attraction landscape and keep up to date with innovative thinking.
• The ability to network effectively both inside and outside of the organisation to develop ideas and think critically.
• Strong verbal, written, and presentation skills.
• To be a true collaborator who can join the dots and work effectively in a team environment with strong interpersonal skills.
• The ability to travel as required.
• Willingness to work flexible hours, including weekends and public holidays.

Hours of work will be 40 hours per week, five days in seven, with a requirement for on-site presence for five days.