The Manager (Tours & Volunteer Management) plays a strategic and operational role in shaping the Gallery's tour offerings while building and sustaining a vibrant volunteer community.
This role is responsible for developing and implementing a cohesive tour strategy that enhances visitor engagement and aligns with the Gallery's broader audience and experience objectives. In parallel, the role oversees the end-to-end management of the volunteer programme, including training, deployment, engagement, and retention of a dedicated pool of volunteers who serve as ambassadors of the Gallery.
Through close collaboration with internal stakeholders and partners, the Manager will also support the development of learning content, programmes, and initiatives that strengthen the capabilities of volunteers and foster a strong, inclusive, and purpose-driven community
.The successful candidate will contribute to delivering meaningful visitor experiences by ensuring well-designed tour offerings, effective volunteer management practices, and robust operational processes
.
Key Responsibilit
iesTour Strategy & Programme Developm
- entDevelop and implement a comprehensive tour strategy aligned with the Gallery's visitor experience and audience engagement goa
- ls.Review and optimise tour formats, content, and delivery approaches to enhance accessibility, relevance, and engagement across diverse audience grou
- ps.Identify opportunities to innovate tour offerings, including thematic tours, special programmes, and cross-disciplinary collaboratio
- ns.Establish clear frameworks for tour planning, scheduling, and capacity management to support both daily operations and special exhibitio
- ns.Monitor tour performance and visitor feedback to inform continuous improvement and strategic refinemen
ts.
Volunteer Management & Community Buil
- dingOversee the recruitment, onboarding, training, and development of volunteers, ensuring they are well-equipped to deliver high-quality visitor experien
- ces.Build and nurture a committed, engaged, and diverse volunteer community aligned with the Gallery's values and miss
- ion.Design and implement volunteer engagement strategies, including recognition programmes, communication channels, and development opportunit
- ies.Foster a positive and inclusive volunteer culture that encourages ownership, advocacy, and long-term participat
- ion.Work closely with stakeholders to ensure volunteers are meaningfully integrated into programmes, exhibitions, and initiati
ves.
Training & Capability Develo
- pmentDevelop and oversee structured training programmes for volunteers and tour guides, including both content knowledge and facilitation sk
- ills.Collaborate with Curatorial, Programmes, and Learning teams to develop relevant and engaging training materials and resou
- rces.Ensure continuous learning opportunities are in place to build volunteer confidence, capability, and consistency in deli
very.
Operations & Deployment Mana
- gementOversee the planning and deployment of volunteers across tours, programmes, and events to ensure optimal coverage and service del
- ivery.Establish and maintain clear SOPs, guidelines, and workflows for tour operations and volunteer manag
- ement.Work with relevant teams to align tour schedules, exhibition requirements, and manpower pla
- nning.Ensure smooth day-to-day operations, including handling contingencies, resolving issues, and maintaining service stan
dards.
Stakeholder Management & Collab
- orationPartner with internal stakeholders (e.g. Curatorial, Learning, Programmes, Marketing, Operations) to align tour content and volunteer involvement with institutional prio
- rities.Liaise with external partners and collaborators where relevant to support tour initiatives and community ou
- treach.Act as a key liaison between volunteers and the Gallery, ensuring clear, consistent, and timely communi
cation.
Performance Monitoring & Continuous Imp
- rovementTrack and analyse key metrics related to tour participation, volunteer engagement, and visitor satis
- faction.Gather insights from feedback, operations data, and stakeholder inputs to improve programmes and pr
- ocesses.Drive continuous improvement initiatives to enhance efficiency, effectiveness, and overall visitor exp
erience.
Quali
- ficationsDegree in Arts & Social Science, Museum Studies, Education, Hospitality, or relate
- d fields.Minimum 6 years of relevant experience in tour management, volunteer management, audience engagement, or museum/gallery op
- erations.Strong strategic thinking with the ability to translate concepts into operational e
- xecution.Experience in managing volunteers or community engagement programmes is highly p
- referred.Excellent stakeholder management, communication, and facilitatio
- n skills.Strong organisational and operational planning capa
- bilities.Passion for arts, culture, and delivering meaningful visitor exp
- eriences.Willingness and ability to work weekends and occasional evenings as
required.
