Head of Visitor Experience and Security

Open Competition for the role of Head of Visitor Experience and Security at IMMA

Permanent Full Time Contract of Employment
Closing date for receipt of applications: 22 June 2025
Interview dates: June/July 2025
Commencement Date: June/July 2025

 

About IMMA

IMMA is Ireland’s National Cultural Institution for Modern and Contemporary Art. Its diverse and ambitious programme comprises exhibitions, commissions and projects by leading Irish and international artists, as well as a rich engagement and learning programme which gives audiences of all ages the opportunity to connect with contemporary art and unlock their creativity. IMMA is home to the National Collection of Irish and International Modern and Contemporary Art that numbers more than 4,800 artworks. As the national museum of modern and contemporary art, IMMA is committed to supporting, generating, and collecting innovative creative practice. IMMA’s home is the Royal Hospital Kilmainham, an extraordinary 17th century building on grounds of 48 acres, a site that serves the local community and hosts a wide diversity of cultural events. IMMA’s vision is to be the most dynamic and welcoming cultural destination in Ireland, collecting and presenting modern art, and recognised internationally as a thought leader in contemporary art practice.

 

Role Overview

Reporting to the Director of IMMA, the Head of Visitor Experience and Security is a pivotal role on the Senior Management Team that demands a strategic leader with exceptional people skills and a commitment to excellence in customer service while ensuring the highest security and safety standards.

 

You will play a crucial role in developing and implementing strategies to enhance visitor engagement and audience experience, ensuring that all interactions reflect IMMA’s ethos of Open Space, Open Minds. You will foster a welcoming and inclusive environment for all visitors to its galleries and open spaces, including those attending events and local community groups. Your responsibilities will include managing all elements of the end-to-end physical visitor experience so that all customer touch points and connections are carefully considered, and ensuring the provision of high-quality information and language services to meet diverse visitor needs.

 

You will provide strategic oversight of all visitor experiences, maintaining high standards of welcome and visitor flow management. You will develop and implement comprehensive security, fire prevention and safety protocols, including risk management, incident response, and emergency management. You will act as the nominated Fire Officer for IMMA. Your role will also involve ensuring the smooth operation of security for events and activities through effective resource planning and management, contributing to IMMA’s strategic goal of being a Radically Public Space.

 

Key Responsibilities

Team Development and Performance:

• Lead, motivate, and manage a diverse team of over 40 employees, including hiring, training, and overseeing performance management.
• Directly manage the Visitor Engagement Manager, Retail Manager, and Security Supervisors at IMMA and at IMMA’s off site warehouse, ensuring cohesive and effective team operations.
• Provide regular feedback, coaching, and professional development opportunities to empower team members and enhance their performance.
• Encourage innovation and creative problem-solving within the team, driving continuous improvement and excellence in all areas.

Security and Fire Safety Responsibilities:

• Oversee all security operations, including protocols for out-of-hours monitoring and emergency call-outs.
• Develop and implement security policies and procedures and oversee security systems, equipment, and site access
• Manage security staff, invigilators, and third-party contractors.
• Maintenance of security systems, records and GDPR compliance
• Review reports on incidences and breaches of security, investigate and resolve issues
• Protect valuable artworks, artefacts, archives and the historic building.
• Stay updated on and integrate the latest security technologies.
• Manage fire safety at IMMA and off-site storage and act as the Nominated Fire Safety Manager.
• Provide expert advice on the application and interpretation of fire legislation, guidance
• Provide expert input to the safety committee.
• Responsible for the effectiveness of fire safety standards and policy to ensure compliance with fire safety legislation and advise on fire legislation and strategy
• Manage the Fire Safety Policy and develop training programmes including conducting fire drills
• Liaise with the OPW and statutory authorities on security and fire safety matters.
• Oversee the IMMA first aid responders’ team.
• Control the flow of traffic on site

 

Key Deliverables

Strategic Accountability for Visitor Experience:

• Develop and implement a comprehensive visitor experience strategy aligned with IMMA’s vision, mission, and goals.
• Identify and prioritise initiatives that enhance visitor satisfaction, improve engagement, and contribute to the growth of IMMA.
• Collaborate with cross-functional teams to contribute to IMMA being an inclusive and dynamic destination.
• Foster a culture of creativity, innovation, and continuous improvement.

 

Delivering Exceptional Engagement Programmes:

• Lead a large Visitor Engagement and Security team and set and maintain the highest standards of customer service, ensuring every visitor interaction is positive and memorable.
• Your team will facilitate tours, workshops, and interactive activities that captivate and engage visitors.
• Work closely with the IMMA’s Research and Learning team to align engagement activities with the museum programme.
• Develop and implement training programmes that equip Visitor Engagement Staff with the skills and knowledge to deliver exceptional service and storytelling.

 

Strategic Leadership:

• Develop and implement a clear, forward-looking vision for the IMMA visitor experience and safety that builds on existing strengths while encouraging innovation and adaptability.
• Inspire and motivate a long-established team to embrace new ideas and approaches, balancing respect for institutional knowledge with the need for change.
• Anticipate and manage change processes using clear communication and inclusive decision-making to build confidence and participation.
• Use data and evidence to inform strategic decisions, ensuring that resources are allocated effectively, and outcomes are evaluated for maximum benefit.
• Work with the Head of Collections and Collections Registrar to identify and action upgrades to storage facility to achieve industry standards in line with MSPI

 

Feedback and Improvement:

• Develop and implement systems to systematically collect and analyse visitor feedback through surveys, comment cards, digital platforms, and direct interactions.
• Create and implement action plans based on feedback analysis to address identified issues and improve services.
• Foster a culture of continuous improvement by regularly reviewing and updating visitor services and security protocols. Encourage team members to contribute ideas for enhancing the visitor experience.
• Engage with stakeholders, including visitors, staff, and external partners, to gather diverse perspectives and ensure that improvement initiatives are inclusive and comprehensive.

Collaboration and Community Engagement:

• Work closely with various teams to ensure a seamless visitor experience and promote collaborative relationships.
• Day-to-day liaison with Exhibition Curators, Operations Manager and Technical Team to ensure the safety of visitors and artworks.
• Collaborate with the OPW on the maintenance, security and fire prevention of the historic buildings and artwork warehouse.
• Engage in cross-collaborative projects with other Heads of Department to enhance museum operations.

 

What We Are Looking For

The successful candidate will have:

Qualifications:

• At least a Bachelor’s degree in Business Management, Visitor Experience, Event Management, Museum Studies or another related field

• Additional certifications in security management, fire safety or visitor services is desirable.
• A full driving licence is desirable.

Experience:

• No less than 8 years management experience and expertise in leading a highly successful customer-facing visitor experience function of comparable scale and profile.
• A history of successful collaboration with senior colleagues in devising creative approaches to engaging a wide variety of audiences with excellent problem-solving skills in a creative/artistic environment.
• Highly experienced in leading public safety as part of large-scale operations management, including planning, risk management, incident, and emergency management.
• A deep understanding of end-to-end customer journeys, effective management of customer service in a visitor-focused business.

Attributes:

• Strategic Leadership: Strong leadership and people management skills. Experience of leading and managing a large high-performance team of permanent, part time and agency staff to deliver world class customer services standards
• Strategic Thinking: Demonstrates the ability to develop and implement long-term plans that align with IMMA’s Strategic Plan, Mission, and Vision.
• Innovative Mindset: Commitment to continuous improvement and innovation, with a willingness to try new approaches and learn from mistakes.
• Strong Communication: Excellent communication skills, with the ability to connect with people at all levels of IMMA and manage stakeholder relationships effectively.
• Resilience and Adaptability: Ability to manage competing demands, make quick decisions under pressure, and adapt to changing circumstances.
• Empathy and Inclusivity: Dedication to fostering a welcoming and inclusive environment, with a strong focus to understand and anticipate visitor needs, fostering a welcoming and inclusive atmosphere that enhances the overall visitor experience.

 

Why Work with IMMA?

At IMMA, we are proud to offer:

• Opportunity to get involved in IMMA’s 2024-2028 Strategy, development of key themes in response to current global cultural concerns which will shape our programming over the next five years.
• Progressive, hybrid working model.
• The opportunity to work in a beautiful serene historic 17th Century Building surrounded by 48 acres of Meadows and Gardens – an oasis in Dublin City.
• Free Parking / Secure Bike Shed.
• Career development opportunities through mentoring, coaching, and training.
• Government Pension Scheme
• Employee Wellbeing Committee.
• Employee Assistance Programme.
• Generous Public Sector leave benefits.
• Strong values-based and inclusive culture.
• Strong commitment to diversity, equity, and inclusion.
• Great team environment working to our Core Tenets: Contemporary, Inclusion, Innovation, Collaboration and Globally Connected.
• Networking opportunities with professionals in the museum and cultural sectors.

 

Salary

The salary for this role is in line with public sector pay scales, starting at €73,961.00, Point 1 of the Engineer Grade II (PPC)
scale, as of 1st March 2025.

The Full Time Salary Scale: €73,961.00; €75,651.00; €77,337.00; €79,031.00; €80,720.00; €81,169.00; €82,834.00; €84,562.00; LS1 €87,376 & LS2 €90,198.00

 

Candidates should note the Irish Museum of Modern Art complies with Department of Public Expenditure, NDP Delivery and Reform and guidelines on public sector pay and conditions of employment and pension provision. Entry level will be at Point 1 of this Grade.

 

Contract Details

• Contract Type: Full Time, Permanent
• Hours: Tuesday – Saturday 9.15am to 5.30pm. Sunday 11.30am – 5.30pm

It will be expected that the Head of Visitor Experience & Security will work one weekend in three as part of a weekend oversight roster. The successful candidate may also need to be present during evening hours for programming or special events.

• Location: IMMA, The Royal Hospital Kilmainham, Military Road, Kilmainham, Dublin 8

 

How to Apply

To apply for this exciting opportunity, please submit the following:

 

1. A tailored cover letter explaining your suitability for the role.
2. A current curriculum vitae.

 

Applications should be submitted via https://imma.bamboohr.com/careers/55

Closing date for receipt of applications: 22 June 2025

Interview dates: June/July 2025

Commencement Date: June/July 2025

For further assistance or reasonable accommodations during the application process, please email tetiana.shchukina@imma.ie.

 

Join Our Team

IMMA is an equal-opportunity employer, deeply committed to promoting equality, diversity, and inclusion. We actively encourage applications from individuals of all backgrounds and experiences. We value the richness that a diverse team brings to our work, enhancing both staff and visitor experiences.