About the role  

We are seeking an exceptional Account Manager to lead, innovate, and elevate the security and support the temporary visitor engagement operations across the Tate Galleries. This is a high-impact role requiring a confident and strategic leader who can operate with gravitas, credibility, and deliver a premium, 5-star experience to every visitor. 

 

You will play a key role in developing and optimising the contract in line with the client's wider strategic goals, shaping the security service that not only protects but enhances the visitor experience, whilst supporting the visitor engagement operations. Your leadership will ensure that every interaction — from team engagement to visitor welcome — reflects the highest standards of customer service, cultural sensitivity, and operational excellence. 

 

Key Responsibilities 

Provide visible, inspirational leadership to onsite teams, setting a tone of professionalism, warmth, and customer service excellence.  Drive the strategic development and optimisation of the contract, ensuring seamless alignment with client vision, visitor experience expectations, and organisational strategy.  Foster a culture where security activity actively supports an enhanced visitor experience, balancing safety, service, and cultural sensitivity.  Act as the senior single point of contact (SPOC) for the client, representing the service with confidence, diplomacy, and strong influencing skills.  Build and sustain influential relationships with internal teams, emergency services, and key client stakeholders.  Lead and navigate cultural and organisational change with sensitivity, drawing on extensive cultural awareness and frontline experience in high-profile environments.  Provide robust incident and crisis management, demonstrating calm, confident leadership with Gold or Silver Command experience.  Ensure training, development, and competency frameworks equip teams to deliver both operational resilience and exceptional customer service.  Use data, feedback, and insight to drive continuous improvement, service innovation, and enhancements to visitor satisfaction.  Deliver clear, professional reporting and communications to support strong decision-making.  Develop initiatives that strengthen colleague engagement, wellbeing, inclusivity, and a shared hospitality-first mindset.  Support other UK sites as needed to ensure consistency and excellence in service delivery. 

 

Person Specification 

Significant strategic leadership experience in high-footfall, customer-facing environments, ideally within Heritage, Culture, Hospitality, or Visitor Attraction settings.  Proven ability to develop and optimise contracts in alignment with client strategy, service transformation goals, and visitor expectations.  Strong background in delivering premium, hospitality-led customer service, ideally framing security as part of an enriched visitor journey.  Deep cultural awareness and experience leading sensitive change programmes in complex or high-profile organisations.  High levels of gravitas, credibility, and influencing skill — confident representing the client and the service at senior levels.  Robust incident management experience with Gold or Silver Command capability.  Proactive, meticulous, and committed to delivering an exceptional customer and visitor experience.  Excellent stakeholder engagement skills, able to quickly build trust with colleagues, partners, and visitors.  Outstanding written, verbal, and interpersonal communication abilities.  Highly IT-proficient, including experience with visitor management, space management, and incident systems.  A visible, knowledgeable leader who sets high standards and inspires teams to deliver a consistently exceptional service.