Customer Experience Manager (Job share) – 15 month fixed term, 2.5 days a week
We’re looking for a dynamic, innovative, and inspirational team leader with experience of working in a commercial environment and a proven ability to exceed targets while delivering exemplary customer service. This role focuses on revenue and customer experience in a hospitality environment with a strong retail mindset.
Key Responsibilities
* Line manage members of the Customer Experience Team, supporting their development, performance, and wellbeing.
* Manage HR administration for the team, including personnel information and policy training and compliance.
* Prioritise internal communications to ensure teams are informed of audience targets and commercial goals.
* Lead by example and collaborate with venue teams to achieve shared objectives.
* Uphold exceptional service standards across the team.
* Support a positive, inclusive workplace culture and staff wellbeing.
* Ensure flexibility in approach, adapting to changing business needs as required.
* Duty manage ticketed and non‑ticketed events across the venue.
* Act as a venue key holder, supporting secure access as required.
* Liaise with visiting companies and hirers to advance shows and events, ensuring all requirements are met.
* Ensure excellent hospitality standards for visiting artists, companies, and backstage guests.
* Develop strategies to deliver high‑quality audience and customer experiences across the venue.
* Respond to customer and team feedback and implement improvements where appropriate.
* Review and respond to customer feedback channels (e.g., surveys, reviews, direct comments).
* Ensure all Customer Experience operations are delivered effectively and professionally.
* Oversee rota planning for Casual Team Members and Supervisors within the Customer Experience Team, ensuring all events are appropriately staffed.
* Ensure full compliance with Health & Safety, Licensing, and Food Hygiene regulations.
* Actively uphold health & safety, legal, and insurance requirements across all activities.
* Support environmental and sustainability initiatives within day‑to‑day operations.
* Implement and develop initiatives to maximise revenue and enhance customer experience.
* Contribute to FOH budget management, focusing on costs and margins.
* Support achievement of KPIs and revenue targets across the team.
* Use data and reporting to inform decisions, improve income, control costs, and maintain service standards.
* Oversee merchandise operations, including outgoing settlements, stock management, reconciliation, and reporting.
* Oversee stock control procedures including audits, stock counts, and storage management.
* Complete accurate departmental reporting, including sales documentation, stock ordering, and purchase orders.
* Ensure high‑quality customer experiences across all venue touchpoints.
* Encourage proactive customer‑focused behaviours across the team.
* Actively participate in relevant internal meetings and contribute to operational discussions and planning.
* Work collaboratively across departments to support venue objectives.
* Undertake any other reasonable duties as required by senior management.
* Demonstrate flexibility and adaptability in response to changing business needs.
Qualifications & Experience
* Significant experience exceeding retail targets in a complex commercial environment.
* Strong, demonstrable team leadership and motivational skills.
* Evidence of successfully driving initiatives from concept to outcome.
* Experience in a complex and agile commercial environment.
* Understanding of financial management and budget planning.
* Experience of health and safety legislation and compliance.
* Excellent planning and organisational skills.
* Experience in recruitment, HR and performance management.
* Ability to work under pressure with a high degree of autonomy.
* First Aid qualification (desirable).
* Food Hygiene qualification (Level ⅔, desirable).
* Personal Licence Holder (desirable).
* IOSH qualification (desirable).
* Working knowledge of Kappture EPOS system (desirable).
Equal Opportunity Employer
ATG Entertainment is a Disability Confident Committed Employer and welcomes applications from individuals from the widest possible range of backgrounds, including those underrepresented in the workforce.
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