Head of Commercial and Operations

About the company

The Photographers’ Gallery explores how photography is connecting, captivating and radically changing our world today.

The Gallery’s programme and spaces – from exhibitions, talks, workshops and digital platforms to the café, shop and galleries – all explore the beauty, complexity and future of photography. On the borders of busy Oxford Street and vibrant Soho, the Gallery is home to photography experts, novices and the photo -curious; artists and students; locals, tourists and passers -by; and an enthusiastic and committed staff team.

Our values

• Expose a fuller picture – by revealing narratives that go beyond the frame.

• Develop future creators – by nurturing artists and new audiences, and actively seeking under -represented voices in who we work with and welcome in our spaces.

• Be one social space – a place for sharing and collaboration, joining up everything we do both virtually and in Soho.

The Gallery welcomes over 200,000 visitors annually and has a turnover of circa £4.4 million per year. As an Arts Council National Portfolio Organisation (NPO) our NPO funding is secured until 2026.

This represents a percentage of our operating budget, alongside fundraising from patrons, trusts and foundations and sponsorship.

Our business enterprises – Bookshop, Cafe/Bar and Print Sales Gallery – are an essential part of the Gallery’s public offer and are key to building financial sustainability with a turnover of circa £2.1 million per year.

Our funding and enterprises Our team The Photographers’ Gallery employs a dedicated team of approximately 35 full-time, part-time and casual staff, all based at our Soho gallery.

Job Description

Team: Enterprises

Reports to: Director

Contract: 40 hours per week (flexible hours, as per agreed rota with team)

Profit-related pay: In addition to the salary, profit-related pay is based on a percentage of annual profit and paid once per year from our Enterprises business

Pension: 6% Gallery contribution, 2% minimum employee contribution

Holiday: 25 days per annum, plus bank holidays

 

The Director reports to a Board of Trustees who meet quarterly. The newly established role of Head of Commercial and Operations reports to the Director and is a key part of the Executive Management Team (EMT).

The post holder leads a team of five key departments: Bookshop, Café/Bar, Gallery Management, Print Sales, Visitor Relations & Events.

Each of these departments is headed by a Senior Manager, who reports to the Head of Commercial and Operations, ensuring efficient operations and cohesive coordination across our diverse offer.

Head of Commercial and Operations Under new leadership, The Photographers’ Gallery is going through an exciting period of transition with a new strategic vision which focuses on developing an innovative entrepreneurial approach. The Head of Commercial and Operations will work closely with the Director as a collaborator to deliver the new strategic vision.

The Head of Commercial and Operations plays a key role in increasing profits to support the charity, enhancing the quality of visitor experience and safety, and creating an inclusive experience for visitors and staff.

 

Purpose of the job

The Head of Commercial and Operations significantly contributes to the delivery of an operationally effective, financially sustainable and environmentally conscious organisation. Bringing together and overseeing all visitor-facing areas including Bookshop, Cafe/Bar, Print Sales, Visitor Relations & Events, delivering a joined-up and welcoming visitor experience and operational efficiency. The post holder will effectively maximise our income-generating streams and develop new business opportunities.

 

Main responsibilities

Commercial

• Increase profits, and track progress, from our commercial operations based on ambitious, set targets and employing key performance indicators (KPIs).

• Cultivate an entrepreneurial culture, staying true to our values and vision.

• Integrate the Gallery’s three commercial enterprise businesses with Visitor Relations and Events (private hires and all other activity, excluding public programmes).

• Support Senior Managers in developing annual business plans, identifying new areas of business, prioritising income generation and cost efficiency.

• Improve cost efficiency while ensuring environmental sustainability is prioritised.

• Proactively explore new business and market opportunities through events, private hires, art fairs and merchandising, aligned with our strategic vision and business plan.

• Analyse visitor and customer data in collaboration with Communications to identify satisfaction levels and improvement areas, enhancing services to align with visitor/customer needs, boost revenue and satisfaction and ensure all communications reflect our branding and tone of voice.

• Develop and implement a business intelligence reporting framework to augment income streams and analyse trends among visitors and customers.

 

Operations

• Work across all teams and departments to elevate visitor/customer experience, and increase attendance and income generation, based on annual set targets.

• Design and enable effective operations across the organisation, adhering to all health and safety and HR-related regulations, to provide an inclusive and efficient environment for both visitors and staff

• Actively contribute to our audience development plan.

• Collaborate with the Visitor Relations Manager to optimise a customer-focused, target-driven ticketing operation.

• Partner with the Membership Manager to increase membership sales at front of house.

• Enhance the visitor experience by facilitating easy purchases and cross-promotions across ticket sales, memberships, events, café and bookshop.

• Work closely with Senior Managers to ensure compliance with all risk management requirements, including health and safety, risk assessments, site inspections, and secure necessary licenses.

• Work closely with Senior Managers to ensure all enterprise and public spaces are accessible, efficient and well-maintained, contributing to an improved overall visitor experience.

• Regularly review and update emergency procedures and building operations with the Senior Gallery Manager and Visitor Relations Manager.

• Manage tender processes and maintain communication with external contractors as required, ensuring environmental and ethical employment practices are adhered to wherever possible.

• Oversee the POS and ticketing systems, managing supplier contracts effectively.

• Ensure IT systems are operational for both front-of-house and office functions, coordinating with external IT support and Senior Gallery Manager when necessary.

 

Other responsibilities

• Collaborate closely with the Director and Executive Management Team to deliver the Gallery’s strategic vision and business plan.

• Manage Commercial and Operations budget, reporting regularly to the Director and Head of Finance and providing quarterly reporting and forecasts.

• Produce quarterly reports and presentations for key stakeholders including our Board of Trustees and Finance & General Purposes Committee, Arts Council England, and other stakeholders, as required.

• Continuously identify, report and mitigate financial risks in collaboration with the Director, Head of Finance, and the Finance & General Purposes Committee.

Oversee HR processes, coordinating with external HR consultants as necessary, and lead on recruitment, inductions and appraisals for the Commercial and Operations teams.

• Effectively manage five direct reports ensuring team KPIs and organisational objectives are met and ensuring all departments take ownership of managing their budgets/financial activities in accordance with audit protocols.

• Regularly serve as Duty Manager for the site and specific events, ready to act as the Personal Licence Holder and primary contact for Westminster City Council concerning our premises licence.

 

Personal specification

The successful candidate will be an effective, inspiring line manager and deeply collaborative member of the Gallery team. They will ideally have experience in a range of areas across retail, catering, product development and visitor relations. They will be able to motivate people to develop and implement plans that support The Photographers’ Gallery as a whole.

Skills Required

• Proven track record in commercial management, ideally in a visitor attraction setting, retail, catering operations or front of house.

• Financial experience of working across budgeting and forecasting, profit and loss statements, cost-benefit analyses, and experience of developing and reviewing pricing strategies.

• Good interpersonal skills with the ability to build effective professional relationships with staff and contacts at all levels.

• Pragmatic problem-solving strategies to address issues promptly.

• Committed to creating an exceptional visitor experience.

• Effective written and verbal communication skills.

• Proven management and HR skills.

• Ability to think strategically, propose new ideas with achievable targets, and develop and implement plans.

• Strong supplier management and negotiation skills, with experience of successfully managing contracts

• Proven finance skills with the ability to budget, forecast and set targets

• Strong IT skills, and proficiency with Office 365, POS systems, including experience in managing IT infrastructure

• Experience of working with ticketing and POS till systems and researching and implementing new systems.

• Proven experience of driving income through entrepreneurial innovation and efficiency

• Experience of management reporting and reporting to a Board.

 

Personal attributes

• Commitment to equality, diversity and inclusivity

• Self-directed learner, proactive around own professional development

• Willingness to work flexibly to achieve commercial and charitable objectives

• Interested in The Photographers’ Gallery and what we do Additionally, there is an expectation that staff will support the wider, internal workings of the Gallery, where possible, by joining one or more voluntary working groups such as the Staff Forum; Equalities, Diversity & Inclusion taskforce; Environmental Working Group; by contributing to staff/team meetings; and through attending training sessions.

 

Working hours

This role requires working 40 hours per week, with flexible hours to maintain appropriate work patterns with the team. Occasional weekend and evening work may be required for exhibition opening nights and event hires.

 

 

How to Apply

Whilst the above person specification offers a useful guide to the experience level expected, we welcome – and encourage – applications from anyone who feels they could bring alternative, equally beneficial skills, experience and perspective to the role.

The Photographers’ Gallery is committed to equal opportunities and encourages applications from all persons without discrimination. We welcome applications from people currently under-represented in the arts sector, particularly disabled people and those from global majority backgrounds.

 

Deadline for applications: Monday 21 October 2024, midday

Interviews scheduled from: Week of 28 October 2024

 

Please note, you must complete the application pack to apply for this role, we cannot accept CV-only applications.