About the Role
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 is a revenue and customer experience focused hospitality role requiring a positive, motivational approach and a strong retail mindset. The postholder will play a key operational role in the development of our growth plan as we continue to expand the activities and initiatives delivered for our audiences.
This is a 15‑month, fixed‑term, job‑share role, working 2.5 days a week. The postholder will always work Mondays and Tuesdays, with one additional flexible day each week to meet business needs; one of the three days will be worked as a half day. The role includes duty managing 1–2 shows per week and is shared with another Customer Experience Manager. There is also the opportunity to undertake additional casual hours as a Duty Manager or Supervisor.
Leading the Customer Experience team, you will maximise revenue, use data to inform and deliver future retail‑focused plans, and motivate team members to consistently meet and exceed targets. The role is responsible not only for the welcome of our audiences, but also for ensuring exceptional care is provided to casts and visiting companies backstage, creating a true home‑from‑home experience.
You will report to the Theatre Manager and work collaboratively alongside another Customer Experience Manager, jointly line managing the Deputy Customer Experience Manager and Assistant Customer Experience Manager, as well as overseeing the wider Customer Experience Team, including Duty Managers, Supervisors, and Team Members. You will collaborate closely with colleagues across the organisation, including ATG Head Office teams such as The Hospitality Team, contributing actively to the wider success of the venue. This post includes a mix of day, evening, and weekend working.
Key Responsibilities
* Team Leadership & Management
o Line manage members of the Customer Experience Team, supporting their development, performance, and wellbeing.
o Manage HR administration for the team, including personnel information and policy training and compliance.
o Prioritise internal communications to ensure teams are informed of audience targets and commercial goals.
o Lead by example and collaborate with venue teams to achieve shared objectives.
o Uphold and actively encourage exceptional service standards across the team.
o Support a positive, inclusive workplace culture and staff wellbeing.
o Ensure flexibility in approach, adapting to changing business needs as required.
* Operations & Duty Management
o Duty‑manage ticketed and non‑ticketed events across the venue.
o Act as a venue key holder, supporting secure access as required.
o Liaise with visiting companies and hirers to advance shows and events, ensuring all requirements are met.
o Ensure excellent hospitality standards for visiting artists, companies, and backstage guests.
o Develop strategies to deliver high‑quality audience and customer experiences across the venue.
o Respond to customer and team feedback and implement improvements where appropriate.
o Review and respond to customer feedback channels (surveys, reviews, direct comments).
o Ensure all Customer Experience operations are delivered effectively and professionally.
* Rotas & Workforce Planning
o Oversee rota planning for Casual Team Members and Supervisors within the Customer Experience Team, ensuring all events are appropriately staffed.
* Compliance & Sustainability
o Ensure full compliance with Health & Safety, Licensing, and Food Hygiene regulations.
o Actively uphold health & safety, legal, and insurance requirements across all activities.
o Support environmental and sustainability initiatives within day‑to‑day operations.
* Revenue, Stock & Reporting
o Implement and develop initiatives to maximise revenue and enhance customer experience.
o Contribute to FOH budget management, focusing on costs and margins.
o Support achievement of KPIs and revenue targets across the team.
o Use data and reporting to inform decisions, improve income, control costs, and maintain service standards.
o Oversee merchandise operations, including outgoing settlements, stock management, reconciliation, and reporting.
o Oversee stock control procedures including audits, stock counts, and storage management.
o Complete accurate departmental reporting, including sales documentation, stock ordering, and purchase orders.
* Customer Experience Excellence
o Ensure high‑quality customer experiences across all venue touchpoints.
o Ensure backstage and visiting guests receive a consistently high standard of service.
o Encourage proactive customer‑focused behaviours across the team.
* General Responsibilities
o Actively participate in relevant internal meetings and contribute to operational discussions and planning.
o Work collaboratively across departments to support venue objectives.
o Undertake any other reasonable duties as required by senior management.
o Demonstrate flexibility and adaptability in response to changing business needs.
Essential Requirements
* Significant experience in exceeding retail targets in a complex commercial environment.
* Strong, demonstrable team leadership and motivational skills.
* Evident ability to successfully drive initiatives from concept to outcomes.
* 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.
Desirable Requirements
* First Aid qualification.
* Food Hygiene qualification (Level ⅔).
* Personal Licence Holder.
* IOSH qualification.
* Working knowledge of Kappture EPOS system.
Equal Opportunity Statement
We are an equal‑opportunity employer and encourage applications from individuals of all backgrounds and those underrepresented in the workforce. We are a Disability Confident employer and will offer interview or recruitment events to disabled candidates who ask us to participate to ensure they are supported and able to fulfil their potential in the workplace.
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