Support Worker Jobs

Join a leading London attraction As the Head of Hosted Guest Experience -£60,000-£75,000 + Excellent Benefits

About the Role:
As the Head of Hosted Guest Experience, you will be the visionary leader responsible for orchestrating a world-class guest experience. Your role will encompass front of house operations, retail, and support for food and beverage services, ensuring that every visitor's journey through the site is memorable and exceeds expectations. Looking to attract a leader who is both operationally savvy and guest-focused, ensuring that the organisation continues to be a place where art and visitor experiences come together to create unforgettable memories.Key Responsibilities:

• Lead the Guest Experience teams to deliver exceptional front of house and retail services.
• Collaborate with internal and external partners to achieve and surpass sales targets and KPIs.
• Unify brand management across all guest touchpoints, creating a seamless visitor journey.
• Drive commercial strategies and manage operating budgets to enhance the organisation's offerings.
• Foster a culture of excellence within the team, promoting loyalty and repeat visitation.

Who You Are:

• A strategic thinker with a significant track record in senior operations and guest experience management.
• Highly numerate with expertise in budgeting and resource management.
• An excellent communicator with the ability to engage diverse audiences and stakeholders.
• A collaborative leader with strong project management and organisational skills.
• Passionate about enhancing guest experiences and motivated by guest feedback and conversion.

What We Offer:

• The opportunity to lead a dynamic team within a prestigious institution.
• A role that impacts the cultural landscape and enriches the visitor's experience.
• A supportive environment that values innovation and team development.

Apply Now:
If you are ready to take on this challenging and rewarding role, we would love to hear from you. Please submit an up-to-date CV, detailing your experience and how you can contribute to our mission of delivering a world-class guest experience.

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The Director of Programmes will contribute to The Africa Centre’s emerging strategic priorities, overseeing and delivering programmes and related project activity. They will engage and connect with diverse audiences and communities through creative programming, delivering innovative, enriching, dynamic and enjoyable events and experiences that entre people of African descent and reach the widest demographic. They will play a leading role in delivering our learning and inclusion work, developing audiences, existing and new, and oversee all The Africa Centre programme activity across the UK, on the African continent and in the wider African Diaspora.

As part of the Senior Leadership team, they will play an important part in driving the vision, mission, and values of The Africa Centre as a world-leading organisation at the forefront of debate, dialogue, and social purpose around our five core pillars of arts & culture, education, community development, entrepreneurship & innovation and thought leadership. Through innovative programme development, they will ensure that the urgent issues faced by people of African descent are reflected and addressed in The Africa Centre’s activity profile. They will ensure that The Africa Centre is a place of fun, connection, education and information, relevant to all people with an interest in Africa and African people.

KEY RESPONSIBILITIES 

Strategic Leadership

• Oversee, convene and deliver TAC programmes, developing live and digital content in line with our strategic priorities.
• Fulfil the leadership role of contributing to the development of The Africa Centre’s emerging strategy.
• Lead and convene programme development and content delivery, ensuring commercial, artistic, operational and audience development objectives are met for both live and digital events.
• Draw on audience segmentation, communications and brand strategies to strategically align programme to audience and our income generation objectives.
• Work collegiately with the Senior Leadership Team to develop and deliver The Africa Centre’s Audience Development Strategy linked to the programme and strategic objectives.
• Identify opportunities to apply for funding and contribute to income generation activities related to programming and engagement.
• Lead on developing and delivering high quality experiences for artists and experts across all our activities, ensuring they are supported and nurtured.
• Establish a strategy for identifying, supporting, and nurturing new creative talent.
• Lead on safeguarding, equalities, diversity, inclusion and access across the organisation’s programming.

Programme Leadership

• Deliver world class content to reflect African excellence drawing on the best creative minds and experts across multiple genres – from contemporary arts to literature and fiction; science and history; geo-politics and climate change; equalities and democracy and more.
• Deliver original content that has variety, breadth, and depth, identifying the most appropriate structure for building relationships with partners, commissioning new work, contracting artists, identifying thought leadership opportunities and utilising a wide range of formats – live and digital - to implement ideas.
• Draw on the expertise within the team, their networks and creative content, convening an holistic programme in line with TAC’s strategic priorities, income generation priorities and brand.
• Develop and implement TAC’s Elimu Education Programme, fostering relevant relationships with educational institutes from primary to tertiary levels across the UK and beyond, and co-creating programmes of activity.
• Oversee the development, implementation, monitoring and reporting of any contracted work that delivers programmes of activities in the UK and abroad,
• Lead on developing, nurturing and administering relationships with strategic partners including the TAC Global Network of Affiliate Organisations.
• Oversee the work of the Young Africa Centre.

Engagement

• Maintain existing and develop new audiences, identifying programme strands that respond to and anticipate the needs and interests of diverse communities, introducing new ideas, innovative content and inclusive talent pathways.
• Seek out, develop, and sustain networks, stakeholders and partnerships at local, regional and global levels, and explore new ways for the charity to grow and develop at the cutting edge of global ideas
• Identify opportunities to develop The Africa Centre events across the UK and digitally, to reach wider audiences and deepen brand recognition across the year.
• Identify project funding to develop audiences, increase diversity and meet equalities objectives.
• Oversee learning and engagement programmes in the UK.
• Deliver and build upon current UK funded projects and contribute to developing funding bids.
• Oversee the management of TAC’s marketing and communications functions, including our public relations, website and social media accounts, ensuring that they are updated, relevant and archived appropriately.

Impact

• Lead on development and delivery of the organisation’s strategic Monitoring, Evaluation and Impact framework and associated plans and systems
• Develop and delivering TAC’s social purpose agenda, ensuring alignment with our strategic objectives.
• Oversee the development and management of TAC’s archives, be it digital, documental or physical, ensuring that they are catalogued, accessible and available for utilisation as a key resource.

Operational

• Line manage the programme, education and engagement team(s), recruiting, as necessary, skilled persons to deliver TAC programmes.
• Manage the delivery of contracts and partnership collaborative efforts, ensuring that contracting is delivered to the highest standards at all times to protect the reputation and financial standing of the charity and to meet contractor’s expectations.
• Identify potential funders relevant to area and contribute to writing business plans demonstrating a seamless relationship between content, programmes, events, audiences, and the core business activities
• Support the work of the Director of Development Team in developing and delivering the fundraising strategy and the Director of Finance & Operations on delivering TAC financial plans

Governance & Compliance

• Write reports for the board as and when required by the CEO in a timely and appropriate manner
• Work with the Director of Finance & Ops to ensure the financial health and sustainability of the charity in delegated budget area(s), adhere to TAC Financial Regulations and Procurement Policy.
• Ensure that all artist contracting is undertaken within TAC procurements and contracting policies observing all other required policies and statutory guidelines e.g., Equalities, Safeguarding, Health and Safety, Intellectual Property, GDPR, Finance and Procurements etc.
• Maintain accurate records on The Africa Centre’s document management system and databases.
• Respond to general enquiries by email or telephone, manage own workload and maintain an online diary, using agreed TAC systems.
• To promote and comply with current legislation including The Africa Centre policies on Equality and Diversity and Health & Safety, Safeguarding, in the delivery of services and the
• Uphold the TAC brand and reputation

Leadership

• Be a vital, collegiate member of the TAC Senior leadership team,
• Develop and nurture relationships with the TAC Board, managing relevant committees and reporting to the Board and sub-committees as required.
• Represent the organisation at appropriate internal and external events and meetings, locally, regionally and globally.

SKILLS AND EXPERIENCE

Essential

• A clearly-evidenced long-standing passion for Africa and people of African Descent
• 3 - 5 years working at a senior level in a similar role
• Excellent Programme Management experience with excellent budget management skills
• Excellent communication and networking skills, adept at effectively engaging people across a range of settings – from school children to Prime Ministers and Presidents;
• Educated to degree level of equivalent (relevant subject area)
• Team player, able to work cross disciplinary with artists, experts, academics, key stakeholders, and audiences in a programming function working with diverse audiences
• Specialist knowledge of audience development gained through 3 years’ experience
• Agile approach to work, recognising the limitations and challenges of running a small charitable organisation and willingness to work flexibly to get things done, apply effort and integrity at all times. Regular weekend and evening work will be required.
• Experience of working with an operations team to deliver events (production, tech requirements, artist management)
• Experience of delivering to funder obligations (Trusts and Foundations/Public and Private Funding) • Excellent network in publishing; cultural and creative sector; or other relevant sectors
• Proficient with Microsoft Office Suite, Google Docs, et al.

Desirable

• Understanding and experience of digital content production
• Masters level qualification or equivalent
• Awareness of how to use emerging technologies including AI to develop impactful programming and engagement.
• Experience of working within a grant management organisation.
• Experience of positive action activity to deliver inclusive Programmes (equalities, diversity, inclusion, and access)

Work Arrangements

Location: The Africa Centre office, London. Occasional remote working is encouraged. The post-holder will be required to be on location in London for relevant activities. Some international travel will be required.

Type of contract: Permanent

Reports to: Chief Executive Officer

Works with: Senior Leadership Team of Director of Development, Director of Finance & Ops and CEO

Responsible for: Programme Managers (x 2 - 3), freelance workers, volunteers

Hours of work: Full time. 35 hours per week. The post holder will be expected to be flexible and there will be requirements to work such days and hours that may vary in accordance with business requirements, including regular evenings and weekends and occasional holiday periods.

Holidays: 25 days per year, plus Christmas shutdown (3 days) and public holidays

Accessibility and Inclusivity

We welcome applications regardless of race, colour, nationality, ethnic or national origins, sex, disability, sexual orientation, gender reassignment, marital or civil partner status, pregnancy or maternity, age or religion or belief. Disabled applicants are invited to contact us in confidence at any point during the recruitment process to discuss steps that could be taken to overcome operational difficulties presented by the job, or if any adjustments or support are required regarding the recruitment process.