The Deputy Customer Experience Manager reports to the Customer Experience Manager and is responsible for leading the Customer Experience Team. The role oversees stock ordering, ensuring accurate holdings and efficient cost management. It collaborates with the team to design creative retail plans for upcoming shows and to communicate with visiting companies, ensuring excellent service at all opportunities. The Deputy also assists in managing Front of House duties, primarily duty‑managing a minimum of two shows per week. This role supports a cost‑effective, customer‑focused range of services at the highest standards.
Key Objectives
* Costs – Assist in leading a team that delivers and exceeds targets, contributing proactively to venue profitability by initiating ideas, systems and projects that maximise sales and minimise costs.
* Culture – Build a positive, forward‑thinking, innovative and customer‑focused culture within the FOH team, developing and nurturing a strong, multi‑skilled and adaptable workforce.
* Customer – Keep the customer at the centre of everything, ensuring the team consistently delivers and exceeds all customers’ expectations.
* Ambassador – Protect and build key relationships with customers, promoters, external suppliers and internal colleagues.
Retail Operation
* Lead the wider team to deliver a seamless Front of House operation.
* Contribute to the review of systems and processes to achieve greater profits.
* Ensure all shows are sufficiently staffed while maximising sales and keeping costs low.
* Ensure the Front of House operation is managed to the highest standards and fully complies with Health and Safety, Licensing and Hygiene Rules and Regulations.
* Assist and lead in the duty management of shows.
* Lead in stock management and stock takes.
* Work with the CEM to review food and hospitality offers in Front of House spaces including Ambassador Lounge and Ambassador Exclusives.
* Follow the ATGE Food Safety Management System and ensure compliance across the Front of House operation.
Customer
* Proactively contribute to creating opportunities to enhance the customer experience by initiating and undertaking specific improvement projects.
* Positively communicate with customers on all feedback received either in advance, during or following their visit.
* Help lead the team in creating a strong customer‑centric culture.
* Work with central departments to ensure a premium offer is available for all customers.
* Assist in building relationships with internal and external contacts, maintaining high levels of customer satisfaction at all times.
* Understand and deliver all ATGE customer experience concepts.
Sales / Finance
* Contribute to maximising sales and ensuring all Key Performance Indicators are achieved, including Spend Per Head, Lounge occupancy, Payroll Management and Stock Control.
* Ensure accuracy with food and beverage ordering.
* Ensure all food and beverage is consistently prepared, portioned, and served according to the agreed preparation and service standards.
* Help manage FOH staffing levels in accordance with the venue budget.
* With the Customer Experience Manager, compile various sales reports and disseminate information across the organisation.
* Liaise with internal colleagues to ensure an excellent customer experience and maximise sales opportunities.
* Raise purchase orders and receipts accordingly, ensuring accuracy at all times.
General Front of House Activity
* Deputise for the Customer Experience Manager and represent the department at key internal and external meetings.
* Manage and motivate staff as required, monitoring and appraising their performance and ensuring appropriate training and development.
* With the Customer Experience Manager, represent the Theatre internally and externally to ensure effective communication and overall development.
* Maintain good relationships with other venues, including strategic collaboration and sharing of best practice.
* Help maintain positive client relationships.
* Monitor and control stock within the building.
* Lead or assist in the recruitment for the building, completing inductions and training where required.
* Ensure that all equipment is kept clean and in working condition, liaising with the venue maintenance team as required.
* Ensure that all cleaning and hygiene records are carried out as per schedules, maintaining the highest standards of food hygiene.
Required Qualifications
* Experience of leading a team to maximise sales and consistently achieve targets.
* Excellent verbal and written communication skills.
* Creative problem solver and confident decision maker.
* Experience of working in a fast‑paced environment, managing multiple projects at once.
* Ability to effectively prioritise.
* Positive and solution‑focused, with ability to think creatively to drive revenue and reduce costs.
* Enthusiasm for/interest in live entertainment and the work of ATG Entertainment, and ability to positively and proactively engage with all staff at all levels.
* Absolute attention to detail.
Desirable Qualifications
* Personal Licence holder.
* First Aid Level 3 qualification.
* Level 3 Food Hygiene qualification.
About ATG Entertainment
ATG Entertainment values passion, dynamism, collaboration, courage and customer focus. We are committed to creating an inclusive culture and to playing a significant role in sustainability and the next generation’s participation in live entertainment. We are a Disability Confident, Committed Employer and offer interview accommodation for disabled candidates who demonstrate they best meet the essential criteria for the role.
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