Visitor Experience Manager

  • Job Reference: 969
  • Date Posted: 22 February 2021
  • Employer: DWR Cymru Cyfyngedig Welsh Water Plc
  • Location: Haverfordwest (SA63 4RR), United Kingdom
  • Salary: £33,735 to £38,562
  • Sector: Hospitality
  • Job Type: Permanent
  • Duration: Undefined
  • Work Hours: Full Time

Job Description

Who are we


Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.  This is achieved by living our core values and demonstrating the core behaviours that underpin them.

We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

What you’ll be responsible for


  • Ensuring a consistently high quality visitor experience through the development of commercial activities, environmental management and enforcement of byelaws, balancing our access, recreation, conservation and education responsibilities.
  • Leadership and management of a team of highly motivated permanent and seasonal employees and volunteers to achieve KPIs & deliver an exceptional customer service at all times.  
  • Developing an annual events programme to grow visitors and revenue, and delivery of the programme to exceed budget.
  • Producing and interpreting weekly visitor and trading information for management and organisational reporting purposes. 
  • Supporting the delivery of a marketing communications plan using a range of media, including updating social media and website platforms to grow awareness, drive footfall and commercial revenue streams.
  • Engaging with the local community, groups, schools and collage in order to build relationships and possible revenue streams.
  • Developing and delivering grounds maintenance programmes to ensure the highest possible site presentation standards and supervision of contractors.
  • Leading the development and implementation of Biodiversity Action Plans & Forestry Management plans. 
  • Securing such grant funding as may be available to offset costs, further develop the recreational facilities and enhance biodiversity.
  • Managing Health and safety in line with DCWW procedures (for both internal and external customers ).
  • As DCWW’s local representative, developing and building positive existing and new relationships inside and beyond the company at all levels.  
  • Ensuring as a business we are compliant through training and development, legislation and that we meet our social and corporate responsibilities & companywide procedures.
  • Being part of a DM rota responsible for the safe and efficient operation of the site. 
  • A willingness to work unsocial hours and regular weekends and bank holidays is essential. 
  • A full driving licence for this role is required.
  • Carrying out any other duties as required to meet business needs.
Who you'll work with



Head of Visitor Attraction Operations 
Head of Visitor Attraction Strategy
Marketing and Communication’s
H&S & Dam Safety
Environment team
HR & finance team
Estates and Legal Department 
Facilities management team
Any DCWW group using the VC as a meeting venue



Local community & visitors
Volunteers and volunteer groups
Welsh Government, LAs, and other regulatory bodies.
Visit Wales, regional tourism networks and businesses
Planning authorities
NRW, conservation groups, angling clubs & RSPB
Event organisers
Tenants and licensees

About you


  • A track record in planning and delivering an exceptional visitor experience whilst growing income across a range of commercial activities.
  • Degree or professional qualifications in – tourism, leisure or countryside management or related discipline.
  • Demonstrable experience in countryside management with an access and recreation specialism.
  • Demonstrable experience in event management – public, private, weddings, corporate etc.
  • Commercial awareness and financial/budgeting skills.
  • Knowledge of regulatory requirements associated with land and conservation.
  • Experience in developing grounds management and biodiversity plans and management of contractors.
  • Demonstrable experience leading & managing multi-disciplinary teams of staff and volunteers to deliver business objectives.
  • Excellent communication skills (written and verbal) and experience producing professional reports & public speaking.
  • Experience in Marketing & Communications – particularly managing social media channels.
  • Experience in fundraising.
  • Experienced managing multiple stakeholders with the ability to influence and engage with people at all levels.
  • Extensive knowledge of Health and Safety Legislation and IOSHH qualification.
  • Proficient IT skills – MS Word, Excel, Outlook.
  • Ability to speak Welsh is desirable. 


As well as a market competitive salary and 25 days annual leave (pro rata), we offer a range of employee benefits including:



  • Variable pay schemes
  • Enhanced employer pension contributions
  • Reduction on gym memberships and high street shopping
  • Cycle to work scheme
  • Car-leasing scheme
  • Health CashBack scheme
  • An employee assistance programme for employees and their immediate family
  • Plus many more