A transferable skill set helped Susan Starrett make the move from working in retail to a career in the heritage industry.
Read how she became Visitor Services Manager at Ulster Folk Museum and Ulster Transport Museum, National Museums Northern Ireland
Give a brief outline of your career to date.
Prior to working as a Visitor Services Manager at Ulster Folk Museum and Ulster Transport Museum, I was employed in retail management, working for brands such as Topshop and Ted Baker. As a Senior Manager I enjoyed a varied career, opening new stores and helping to improve processes at a company-wide level. I was also instrumental in developing people. My background has equipped me with strong commercial acumen and a desire to create an excellent customer experience.
What was your favourite subject at school?
My favourite subject was English. I have always loved literature and writing so it was a natural fit.
Did you go on to further/ higher education, if so what did you study and where?
I studied English and French at the University of Leeds.
How did you get into your area of work?
I was keen to diversify into another industry, using the transferrable skill set that I had developed during my career in retail, and Visitor Services management seemed like a natural fit. The job has a broad remit and requires skills that I have, such as people management, budgeting, event management, strategizing and the ability to craft a great customer experience. I spent a lot of time on my application, researching National Museums NI and looking into what other visitor attractions throughout the UK and Ireland were doing.
Is this what you always wanted to do?
This is the perfect role for me as I’m passionate about Northern Ireland’s heritage tourism industry. When visiting tourist attractions, I can always identify opportunities to improve the visitor experience. At National Museums NI, sites like Ulster Folk Museum, which is a living history museum, bring our stories to life for audiences in innovative ways and allow everyone to participate.
I love that this job allows me to help communicate stories in creative ways and to make a real impact. Ulster Transport Museum is currently home to the Museum of Innovation, an exhibition that celebrates local pioneers, male and female, who have pushed the boundaries of engineering and invention to create designs that have had a lasting impact across the world. It is through exhibitions like this that we hope to embed our transport and industry collections as an engine of STEM learning and skills development.
Were there any particular essential qualifications or experience needed?
It is beneficial to have strong management experience in a customer facing role. Visitor Services Managers often manage large and varied teams so experience in people management, development and training is essential. Experience of developing systems, strategies, working with budgets. managing large public spaces and event management is also useful and a passion for creating the perfect customer experience is essential.
Are there alternative routes into the job?
Absolutely. I had never previously worked in a museum, but the transferable skills that I gained whilst working in retail have proven invaluable for this job. There are also opportunities for internal promotion and development. Visitors Services Managers work collaboratively, so there is opportunity to move across departments.
What are the main personal skills your job requires?
Great people skills are essential. I regularly interact with many different departments and with external stakeholders. It is important to be personable, professional and engaging, with good listening skills and an ability to cultivate a fantastic customer experience.
What does a typical day entail?
No two days are the same. My management team and I will set a plan for the day, ensuring that our team are briefed on all activity on site and are ready to provide a great visitor experience. On any given day I could be planning future events, completing a health and safety check, catching up with our curatorial team or discussing upcoming filming commitments.
What are the best and most challenging aspects of the job?
My role is fast paced, varied and always interesting. I engage with departments across the organisation and never stop learning. The biggest challenges are balancing logistics and ensuring that I prioritise correctly and delegate well.
Why is what you do important?
Visitor Services are the link between everything that goes on in the background and what the visitor experiences. We are involved in many projects and in the practical elements of experiences, such as putting a new exhibition together.
How has Covid-19 impacted your business/role?
We have had to temporarily close sites and then conduct a reopening process on numerous occasions during the pandemic. Our priority upon reopening is always to welcome our team back and ensure their safety, along with that of our visitors.
What adjustments have you had to make?
We’re proud to be accredited with ‘Good to Go’ status and have adjusted our visitor experience with the introduction of one-way systems and the closure of certain exhibition buildings.
What advice would you give anyone looking to follow a similar career path?
Be bold. There is a misconception that museums are just about the past, but they are about connecting the past to the present and fresh perspectives are always appreciated. If you are interested in working with National Museums NI, come and volunteer with us and learn more about what we do.
If you weren’t doing this what would you like to do?
My goal has always been to work in the heritage industry and having achieved that, I’m happy to stay here.
What is the one piece of advice you would give to yourself on your first day?
Take your time! I always find being the new person challenging as you are starting out with zero knowledge, but it always comes in time.
Describe your ideal day off.
My ideal day off would start with a lie in and a great breakfast followed by a trip to the seaside for a long walk and ending with a visit to one of my favourite restaurants – most likely the Ramore Wine Bar.
And finally, what’s the key to any successful job search?
There is no such thing as too much research or being too prepared. Be strategic in your approach, take time to prepare and only apply for positions that you think you would excel in.
Keep up to date with the latest news and views on the NI job market and more by following the nijobfinder blog.
Follow nijobfinder on Facebook, Twitter and LinkedIn to see the latest jobs and to ensure your dream job won’t pass you by.