Posted: 18 June
The role
Senior Customer Experience Manager : Up to A GBP 50,000
Are you a commercially minded hospitality leader with a passion for delivering exceptional customer experiences in high:volume venue environments?
We are seeking a Senior Customer Experience Manager to join one of the UKs most exciting entertainment and live experience venue. This is a unique opportunity to shape the customer journey, drive commercial performance, and lead a talented team within a dynamic, fast:paced operation. Reporting into the senior leadership team, you will play a key role in both the strategic and operational success of the venue. Youll be responsible for maximising revenue across all food and beverage outlets, increasing spend per head, and ensuring every visitor enjoys an outstanding experience from arrival to departure.
This is a hands:on leadership role that combines commercial strategy with operational excellence. As part of the management team, you will also undertake Duty Manager shifts, meaning flexibility to work some evenings and weekends is essential.
What Youll Be Doing:
* Leading and inspiring venue teams to deliver exceptional customer experiences and commercial results.
* Driving revenue growth across all hospitality and retail outlets.
* Developing strategies to increase spend per head and improve overall customer engagement.
* Taking ownership of key commercial metrics including SPH, GP, labour cost and cost of sales.
* Identifying opportunities to improve margins and implementing initiatives that deliver measurable results.
* Leading Duty Manager shifts and ensuring the smooth operation of the venue during live events and peak trading periods.
* Building strong relationships with visiting partners, stakeholders and external organisations.
* Responding proactively to customer and team feedback to continuously enhance service standards.
* Leading teams to maximise sales opportunities and achieve commercial KPIs.
* Contributing fresh ideas to help to shape the future customer experience strategy.
About You:
Were looking for an ambitious and innovative hospitality professional who combines commercial acumen with a genuine passion for customer experience.
* A proven track record of growing hospitality revenue and improving margins within a high:volume environment.
* Strong understanding of SPH, GP, labour cost and cost of sales, with the ability to influence and improve performance across all metrics.
* Experience operating in fast:paced, customer:focused venues such as entertainment venues, attractions, theatres, cinemas, stadiums, hotels or other large:scale hospitality environments.
* Exceptional leadership skills with experience managing and developing sizeable teams.
* The confidence to take calculated risks, introduce new ideas and drive positive change.
* Strong operational knowledge of hospitality and venue management.
* A customer:first mindset and a passion for delivering memorable experiences.
* Excellent stakeholder management and communication skills.
If you are keen to discuss the details further, please apply today, send your CV to Kate B, or call 790
