Guest Services Manager

• Jan 2022 - Present

Visitor Experience Manager

• Feb 2015 - Feb 2022

To plan, develop and deliver a stunning visitor experience, making sure that we exceed all visitors’ expectations before, during and after their visit. Lead visitor facing staff and volunteers to ensure that visits to the reserve are consistently brilliant, achieve our brand goals and result in increased support for the RSPB. Including developing a visitor experience plan, manage staff (including visitor experience and education staff), communication and promotions, interpretation, events, act as visitor experience support for North Kent reserves, Pulborough and Dungeness reserves, managing projects (such as funding bids and the £140K Active in Nature joint project with Sport England), and deputise for other operations (e.g. visitor operations, site management, retail, catering) in emergencies and in the absence of the relevant manager.

Communications Officer

• Sep 2013 - Feb 2015

The Communications Officer was responsible for increasing footfall and delivering the visitor experience to meet ambitions for Rainham Marshes to become a well visited and profitable RSPB nature reserve.The Communications Officer lead on publicity, communications, events and membership recruitment. The role was focussed on delivering an outstanding visitor experience and meeting key targets (visitor numbers, membership recruitment) through effective team leadership and systems management. The role included staff management and leadership, and on-the-ground delivery of aspects of our visitor operations.Role changed due to the internal processes into the Visitor Experience Manager role.

Education Officer

• Oct 2012 - Sep 2013

To inspire and enthuse young people about wildlife, nature and the need for conservation through positive first-hand experience of the natural world, gained through activity-based and high-quality field teaching. To do this by developing and implementing a Lifelong Learning Programme in order that the reserve becomes a flagship site for RSPB Field Teaching Scheme and a centre of excellence for local schools, academic institutions and the local community.

Life Long Learning Field Teacher

• Apr 2009 - Oct 2012

To promote a greater awareness among young people of the RSPB Rye Meads Nature Reserve, its wild birds and the need for their conservation, as well as the field teaching scheme. To deliver curriculum linked field teaching programmes to students of all ages. To lead sessions with after school clubs e.g. Cubs and Brownies. To organise and the reserve’s Wildlife Explorers Club, and to deliver other activities for children during the school holidays.

Information Officer

• Jun 2005 - Oct 2012

To raise awareness of the RSPB Rye Meads nature reserve, the Bittern Watchpoint and the Lee Valley, and the wildlife, and achieve targets for visitor numbers and recruitment. Organising and running the extensive events programme at Rye Meads, including children’s events, family days and guided walks. Opening and closing the reserve, and ensuring the day to day operation of the reserve. Acting as a stand in Field Teacher when necessary