The Dundreggan Rewilding Centre will welcome an estimated 60,000 visitors each year by 2027, including a mix of day visitors, corporate groups, education groups, special interest groups and overnight guests staying at the on-site accommodation. The Visitor Engagement Coordinator will be part of the team responsible for leading those visitors on an immersive journey through Dundreggan, and often the first face visitors see on arrival.
The overall purpose of the role is to support the increase of visitor numbers, providing visitors with a high quality and memorable experiences. The role will be responsible for development and delivery of a targeted, market-led product range generating revenue while providing outstanding customer experience and encouraging repeat business. You will be responsible for creating the visitor journey from point of contact through visit and follow-up. This will include creating engaging content and sharing it across our social media channels; meeting and greeting visitors to help them plan their visit with a view to maximising sales of our tours and activities; managing stock/display and driving sales of our local and ethical gift range; encouraging visitors to become regular donors to Trees for Life.
The role will be accountable for: developing and promoting a distinctive range of products for key market sectors and overseeing the internal processes necessary to deliver these ensuring a high quality, memorable visitor experience.
Key liaisons
The role will be managed by the Rewilding Centre Director, work closely with both the Visitor Experience & Operations Supervisor and Events & Experiences Guide and have strong relationships with the operations and hospitality teams, especially the Operations Manager and Business Operations Coordinator. The Trees for Life marketing and fundraising team will be important to liaise with, while developing relationships and rapport with contractors who provide bespoke visitor experiences will be vital.
Key responsibilities
● Work closely with the on-site team, external agencies, suppliers and partners, to ensure high-quality visitor experience and to maximize sales opportunities
● Develop, in collaboration with VE and Operations teams, new products- activities, events, attractions and programmes that are market-led, data driven and commercially appealing to target audiences
● Monitor customer and market trends to inform future strategies and identify new opportunities for visitor engagement
● Contribute to the development of the Centre’s marketing strategy, identifying appropriate distribution channels for products
● Coordinate the delivery of visitor products and their marketing strategy:
o Create and manage compelling content for social media, website, paid advertising across multiple channels
o Create or source marketing materials such as ads, brochures, posters and sales collateral
o Ensure photography is current by delegating or contracting photography duties based on programme of events and activities
o Maintain a database of marketing materials, including photography, suppliers and contacts
o Collaborate with the Trees for Life marketing team to coordinate cross-platform sharing for maximum impact
o Work with Trees for Life fundraising team to develop visitor journeys that encourage long term support for rewilding, ensuring on-site donation asks are consistent, appropriate and well-integrated into the journey
o Provide visitor insights and feedback to inform broader organisational marketing and fundraising strategies
● Maintain the booking/ticketing system and website with latest activities, events, pricing, etc., with support from the Business Operations Coordinator
● Oversee the welcome area, either covering or arranging for cover during all business hours
● Occasional delivery of visitor experience, serving as a guide or lead for any number of activities within the visitor programme
● Work with clients/visitors to understand their needs and help plan and execute experiences for them, in collaboration with VE Supervisor and Events & Experience Guide
● Build relationships and liaise with external suppliers and partners who can help deliver unique and profitable guest experiences
● Collect and analyse visitor feedback and provide recommendations to ensure objectives are being met and guest experience continually improved
Person specification
The successful candidate for the role will be able to demonstrate:
● Business Acumen: ability to identify opportunities for generating revenue- an entrepreneurial outlook
● Relevant Industry Background: proven experience engaging with customers within the travel, tourism or visitor attraction sector(s)
● Communication Skills: strong copywriting, content creation, social media and digital marketing skills are essential
● Relationship Building: excellent interpersonal skills to build strong relationships with internal teams, suppliers/partners and the public
● Analysis: ability to use data to understand customers and measure marketing effectiveness
● Creative and Strategic Thinking ability to brainstorm innovative engagement ideas and deliver solutions that meet business objectives
● Attention to Detail: when coordinating projects, creating materials and ensuring consistency across branding, messaging and visitor engagement.
Knowledge and experience
Essential:
● Degree or equivalent experience in tourism and/or events management
● Proven track record of delivering successful events and/or engagement campaigns for events and/or products
● Excellent knowledge of website and social media supervision
● Proficiency in Google and Microsoft software applications
● Ability to learn new software quickly
Desirable:
● Experience delivering and helping to develop strategic marketing plans for products and experiences
● Sales or sales support experience in an attraction or event environment
● Website and social media analytics knowledge
● Gaelic speaker – desired
Personal attributes
● Proactive and self-motivated approach to getting work done
● Comfortable with a degree of autonomy in their role
● Problem solver and strategic thinker
● Reliable
● Positive attitude
● Committed to the ethos and values of Trees for Life
Skills and competencies
● Excellent communication skills to enable effective dialogue with visitors and colleagues
● Knowledge of marketing trends and best practices within the tourism or events industries
● Familiarity or proficiency in software and tools (e.g. CRM systems, social media management platforms) and/or event management software (booking, ticketing, EPOS)
● High level of organisation
● Ability to prioritise workload and adapt to the dynamic needs of a tourism business
● Calmness under pressure, able to perform well and remain professional
● Enthusiastic, with a willingness to learn new skills and a commitment to continuous personal development
● Ability to work within a team or independently, depending on business needs
● Flexibility to adhere to varied working patterns as needed
Working conditions and special demands
● The role will require rota working along with weekends and bank holidays.
● Due to the location of the Rewilding Centre, a full and valid driving licence is essential.
● Due to the nature and seasonality of the business, most annual leave may need to be taken in the quieter times during the year.