OverviewThe Charterhouse is one of London’s most historic and atmospheric sites, tucked away in Clerkenwell. It has been an important Carthusian monastery, a grand Tudor mansion, and home to a pioneering charity established in 1611. For over 400 years we have served as an almshouse providing a home and community for residents aged 60 and over with housing, financial or social needs. Today, the Charterhouse is a thriving charity balancing a home and care for residents with a vibrant public engagement programme including tours, lectures, open garden evenings, and commercial venue hire for conferences, receptions, photoshoots and location filming. We are custodians of Grade I and II listed buildings and are entering an exciting phase of development to secure the fabric of these buildings for future generations.Please apply with your CV and a covering letter explaining how you meet each of the criteria in the person specification. Applications without a cover letter will not be reviewed.Background: The Head of Commercial Operations will lead and manage the Carthusia Operations team, ensuring the effective delivery of the Charterhouse visitor attraction. This includes overseeing daily public opening and all commercial activity, encompassing retail, public engagement, venue hire, bookings, sales and events. The postholder will ensure Front of House teams deliver high standards of customer care, placing visitors at the heart of everything we do while maximising income to support the financial sustainability of the charity. Reporting to the Director of Estates & Operations, the Head of Commercial Operations will raise standards across the visitor offer, facilities, commercial activities and customer service, strengthening the Charterhouse’s reputation as a world-class heritage attraction and event destination.Key Responsibilities:Leadership and StrategyLead, inspire, and develop all Front of House and visitor-facing teams.Support the Senior Management Team and the Carthusia Board, providing insight and advice on the development of the visitor offer.Ensure the organisation remains commercially minded, visitor-focused, and responsive to changing audience needs.Work closely with Communications and Development teams to embed the Charterhouse’s vision and strategy across all outward-facing activity.Visitor Experience and OperationsEnsure the efficient operational management of the Charterhouse attraction, with capacity and staffing levels sufficient to meet demand.Deliver a consistently excellent visitor experience across all areas, including:Front of House welcomeVisitor Centre operations (Admissions, Retail, Groups)Customer service standards and satisfaction, including systematic monitoring of visitor feedbackBookings and sales administrationVenue hire and corporate, private, and VIP eventsInternal events and development initiativesCommercial PerformanceMaximise income generation across all revenue streams, including ticketing, Gift Aid, retail, catering, venue hire and events.Identify and develop new commercial and e-commerce opportunities in collaboration with internal teams.Monitor performance against targets and drive continuous improvement.Deliver the “Charterhouse” brand and values across the commercial operations.Accountable for risk and compliance of events and retail operations.Financial and Operational ManagementManage operational budgets, maximising revenue while achieving cost efficiencies.Regularly review and improve operational procedures and policies to ensure compliance, efficiency and best practice.Ensure high standards of welcome, facilities, safety, and presentation throughout the site.Maximise the profitability, sustainability, and quality of event and retail operations, developing sales and marketing strategies and delivering strong budget management.ExperienceThe successful candidate will demonstrate:A natural, confident, and inspiring leadership styleStrong commercial and business acumenEnergy, initiative, and a self-starting approachExcellent people management and interpersonal skillsAn outgoing, approachable manner and strong customer focusA hands-on, collaborative approach with flexibility and resilienceStrong time management skills and the ability to perform under pressureExcellent written, verbal, and presentation skillsHigh levels of numeracy with strong monitoring and reporting capabilityStrong IT skills, including MS Office applications and CRM systemsCreativity, innovation, and a willingness to try new approachesSkillsDemonstrable senior leadership experience managing commercial operations (e.g. retail, catering, events, venue hire)Proven experience managing and motivating large teamsExperience working within a heritage, visitor attraction, cultural, or comparable environmentQualificationsThe successful candidate will have substantial senior-level experience managing commercial operations in a visitor-facing environment. A degree-level qualification in business, hospitality, tourism, heritage, or a related discipline is desirable, as is professional training in leadership or management. Relevant professional experience may be accepted in lieu of formal qualifications.The Charterhouse is a 7 day a week operation and it regularly hosts events outside of its core hours; flexibility to work occasional weekends and out-of-hours is therefore a requirement of the role.OtherEnhanced Disclosure and Barring Service (DBS): This position requires an Enhanced Disclosure and Barring Service (DBS) check which will reveal any unspent convictions. A criminal record may not necessarily be a bar to employment, as any decision will be treated on its merits and individual circumstances subject to the Charterhouse’s overriding obligations to protect the children and vulnerable adults in its charge, members of the public, the safety of the Charterhouse’s staff and collections.Equal Opportunities Employer: We are an equal opportunities employer. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more which we support by our approach to EDI recognising the importance of diversity and of promoting an inclusive culture, and we are committed to equity in all our activities. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. #J-18808-Ljbffr