Meet The Team: Kimberly Topping - Trading Manager

7 min read • 31 May 2026

As WWT Washington's Trading Manager, Kim is one of the first friendly faces visitors see when they arrive at our centre - smiling as she greets people of all ages and interests and gets them set up for their perfect wetland adventure. Not a small responsibility!

Read on to learn more about what Kim's role entails and how she helps provide a wonderful wetland experience for our members and visitors day-to-day.

Take it away Kim...

Hi Kim! Thanks so much for chatting with us today. First question - how long have you worked at WWT Washington?

I’ve worked at Washington since September 2024, so I’ve celebrated my one year anniversary with the site, have seen two beautiful Christmas periods and have enjoyed my second spring. I love the spring time.

What inspired you to become a trading manager?

I was looking for a position that could utilise the 20 years of experience I have in retail and hospitality management while getting me out of the standard corporate business structure. I really wanted to make a difference with where I worked and when I saw this role advertised I felt like it ticked so many boxes I’d had in my career development and once I interviewed I realised it ticked boxes I didn’t know I had yet.

Can you describe a typical day?

A typical day involves giving visitors the warmest of welcomes, setting them up for success to have the best day, either by giving them a first time welcome at the map or guiding a casual visitor to something new, or catching up with the regulars and chit chatting over a flock of pink footed geese flying overhead or sharing laughs about the sassy cranes making their presence known.

Once that’s in motion I focus on ensuring my department - which looks after admissions, membership, café and gift shop – is running smoothly to support the needs of our fantastic visitors. My day might also include planning events, such as optic demo days, or catering for a ramblers day trip. Whatever I’m up to it has the visitor at heart.

What are the most rewarding aspects of your job?

The simple answer would be making people happy; from our visitors to our amazing volunteers to the incredible staff team we have on site. It’s a special feeling being a part of this site and playing a role in giving people an incredible day or experience.

I speak to kids who’ve never seen a flamingo and once they have that becomes their entire personality and they tell me every detail they’ve discovered, or couples who feel like they’re on holiday despite only being a few miles down the road from their home, or life members who share decades of memories with me about their home away from home.

What kind of training/experience or education is required to become a trading manager?

The kind of training or education you need to succeed depends on your motivation factors. I have decent grades and have qualifications in English, Business Studies and Counselling and they play a role in my success.

But honestly, the guidance and mentorship that I gained from working within the businesses I have previously really solidified my skill set and gave me my business savvy. Don’t be afraid to make a mistake, take chances, listen to customers and adapt quickly. If something isn’t working, switch it up. This keeps my enthusiasm alive and well. I’d recommend learning how to multitask if you don’t already know, that will be your saving grace.

What advice would you give to someone aspiring to work in trading or retail and become a trading manager?

The main thing I’d say is, you have to align your decision making with what works for your visitors. Listen to their needs, ask them how their days are, what they loved, what they didn’t. Observe how they react to products and space. Feedback is invaluable. Your role is to make others happy, don’t be too precious about having things your perfect way, because it won’t suit everyone and business should evolve and be challenged. Don’t be disheartened by a failure, use it as a chance to develop your department and your mindset for the next challenge. Ask all of the questions you possibly can and remember, change is good.

Can you tell us of any challenges in your role and how you overcome them?

It can be tricky managing expectations alongside costs, ethics and sustainability, but I feel knowledge is the key. Sharing why we do something within trading with our visitors gives them that peek behind the curtain, so they appreciate that even down to our toys in the shop, we care about making good choices for wetlands, them and their families.

It’s been a challenge moving from corporate-thinking to charity-thinking I would say, in the sense of I’ve had some rigid guidelines to follow over the years and now everything is different, in a really good way. Adapting my thought process has been exciting and my biggest win in overcoming challenges I’ve faced, is asking for help. Asking questions and being nosey works wonders. Shaking off that fear and just questioning why and how we do things.

What has been your favourite time/project/occasion that you’ve been involved with at the centre and why?

In May 2025 the site celebrated its 50^thbirthday and it felt really special to be a part of it. It was probably my first time since joining the site that I felt like I was really part of the furniture. I got involved in making cupcakes for the celebration, supporting the reopening of Hunters Creek Cabin and Wet Wood (below), and I had the chance to get out of Trading with some of my team and volunteers supporting on the reserve, which was magic as my role is usually visitor centre based. Talking to all kinds of members and visitors, with the sunshine beaming, the birds and bees singing beautifully around me.

If you could swap roles for one day with a colleague, who would it be and why?

Ooh, great question. I think it might have to be one of the learning team. They do such incredible work with groups and schools, sharing knowledge, excitement and passion for wetlands. I’m always in awe of teachers and how they engage different generations and create nature lovers. I think it’s so important to be able to spark joy in others and I’d love to see that hands on with our learning team.

Do you have a favourite animal on site?

I adore the black swans in Close Encounters (below). One of my first experiences with our living collection was when a pair of black swans were making their nest and happily sharing the nesting duties. I saw a super sassy side to them and felt they just had so much personality. I can just super quick visit them on a break and they make me smile. I love listening to them be chatty, and I can’t help but giggle at their side eye skills.

What’s the best location on site to you? (great views, relaxing vibe, or just a good place to spot something interesting)

I love the walk through Hollowood and during the months when you can see the bats around the reservoir is just magic for me. I love feeling like I’m inside of nature, and that space makes me feel fully tucked in. At the very beginning of my Washington journey I attended a bat night event and this was the space we spent time in discovering the different species of bats that visit our site and I remember feeling like this was the coolest place ever and it took me back to when I was a kid, watching the bats outside my windows at dusk.