Commercial Operation Manager

Are you a strong and engaging leader? Are you energetic, positive and solution focused? Do you love working with others to achieve something special? Do you have a passion for providing excellent customer service?

If you've answered yes to these questions, we want to hear from you.

We have an exciting opportunity to join our team as RSPB Minsmere as Commercial Operations Manager. We're looking for an enthusiastic and forward-thinking business leader with first-rate interpersonal and communication skills to lead, develop and help set direction for the visitor operations of the RSPB’s flagship Minsmere reserve.

The ideal candidate will have a strong track record in leading and motivating teams, in areas such as retail, catering, membership and events, and the necessary expertise to achieve income and profitability growth targets. A passion for providing the best possible visitor experience will be key, helping to connect our visitors to amazing wildlife and inspiring them to take action for nature.

At Minsmere we welcome around 100,000 visitors each year, with a busy shop and café and incredible wildlife spectacles that make the reserve one of the top nature destinations on the Suffolk coast. Minsmere is an internationally important nature reserve with visitors coming from all over the country, and indeed the world, to get closer to nature.

You will lead a fantastic team and support a culture of exceptional customer service, maintaining the highest standard of visitor welcome and experience.

The Commercial Operations Manager will lead the development, integration and delivery of all visitor-facing and commercial elements on a flagship reserve, creating exemplary visitor experiences that maximise support for nature and profitability.

The Commercial Manager will oversee and optimise the commercial operations of our retail, food and beverage, and visitor experience areas on the reserve. This role requires experience of operating profitable visitor operations, as well as a proven track record in managing diverse teams, driving revenue growth and delivering exceptional visitor experiences.

Essential Skills And Experience

1. Leadership and Team Management: The ability to lead, mentor, and motivate cross-functional teams, fostering a culture of excellence and collaboration motivating employees to deliver outstanding customer service and visitor experiences.
2. Delivering Operational Excellence: The role will ensure operational efficiency across their team. This involves streamlining processes, as well as overseeing and implementing best practices in visitor operations.
3. Financial Acumen: A solid understanding of financial management, including budgeting, forecasting, and financial analysis, is crucial for making informed commercial decisions.
4. Strong analytical skills: Necessary to interpret data to identify deliverable improvement.
5. Cross-Functional Collaboration: The role requires collaboration with various departments across local and central teams. For instance, working with the marketing teams to develop and implement promotional plans that drive foot traffic and sales.
6. Visitor Experience Enhancement: The Commercial Operations Manager should have a deep understanding of what drives visitor satisfaction, creating memorable experiences through engaging events, high-quality food and beverage options, and a well-curated retail environment.
7. Understanding audiences: Identify trends, competitor activities, and customer preferences; using insights to drive business decisions.
8. Customer-Centred Approach: A focus on visitor needs and preferences is vital. Understanding the customer journey and continuously seeking ways to enhance the visitor experience to set the reserve apart from competitors.
9. Adaptability and Innovation: The retail and food and beverage industries are ever-evolving. Working with the central team, the ability to adapt to changing market conditions and innovate in response to customer demands is essential for sustained success.
10. Supplier Relationships: Creating strong relationships with external partners to ensure quality services and third-party events delivery.

Selection for interview for this role will be based on the following key criteria:

• Knowledge and understanding of the key elements of a profitable commercial operation;
• Evidence of success in delivering on these key elements;
• Leadership skills and experience of forming and leading a team of staff and volunteers to achieve success;
• Verbal & written communications skills;
• Relationship management skills with an ability to engage, advise, influence and motivate as the role requires;
• Clear understanding and commitment to the RSPB vision and strategy for its commercial operations.

The post holder will be required to work some weekends and bank holidays to provide duty manager cover.

This is a Permanent, Full Time role for 37.5 hours per week.

We are looking to conduct interviews for this position from 16th April 2025. For further information please contact nick.forster@rspb.org.uk.

As part of this application process you will be asked to provide a copy of your CV and complete an application form including evidence on how you meet the skills, knowledge, and experience listed above.

The RSPB is an equal opportunities employer. This role is covered by the Rehabilitation of Offenders Act 1974.

We are committed to developing an inclusive and diverse RSPB, in which everyone feels supported, valued, and able to be their full selves. To achieve our vision of creating a world richer in nature, we need more people, and more diverse people, on nature’s side. People of colour and disabled people are currently underrepresented across the environment, climate, sustainability, and conservation sector. If you identify as a person of colour and/or disabled, we are particularly interested in receiving your application. Contact us to discuss any additional support you may need to complete your application.