We are recruiting for an experienced Commercial Operations Manager to join a well-established, customer-focused organisation operating within the visitor sector.

This is a hands-on, operational leadership role with responsibility for driving commercial performance while ensuring an excellent end-to-end customer experience. You will oversee multiple revenue streams including retail, catering, admissions, memberships, and events, while leading front-of-house teams on a day-to-day basis.

As part of the senior leadership team, you will contribute to strategic decision making, while maintaining a strong on-site presence to support operational delivery.

Key Responsibilities

• Develop and implement commercial strategies to support business growth
• Identify and deliver new revenue generating opportunities
• Lead and manage front-of-house teams across admissions, retail, and catering
• Oversee staffing levels, rota planning, and daily operations
• Act as a visible leader, supporting teams during peak trading periods
• Manage catering operations, ensuring high standards of service, quality, and hygiene
• Ensure all commercial areas are well presented, fully stocked, and operating efficiently
• Monitor performance through budgeting, financial reporting, and KPI analysis
• Manage supplier relationships, contracts, and procurement processes
• Contribute to wider business planning as part of the senior management team
• Participate in a Duty Manager rota, including weekends and peak periods
• Ensure compliance with health & safety, financial controls, and company policies
• Collaborate cross functionally to enhance the overall customer journey

Essential Criteria:

• Proven experience in a commercial operations role within hospitality, retail, leisure, tourism, or a customer-focused environment

• Strong background managing front-of-house or customer-facing teams
• Commercially astute with experience in budgeting and performance management
• Demonstrated ability to grow revenue and improve operational performance
• Strong leadership and people management skills
• Excellent organisational and planning capabilities
• Confident communication and stakeholder management skills
• Passion for delivering high-quality customer experiences

Desirable:

• Experience within a multi-revenue stream environment
• Knowledge of retail or catering operations
• Exposure to events, memberships, or customer experience initiatives
• Familiarity with EPOS, booking/admissions systems, or reporting tools

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