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We are most famous for our award-winning event, buried deep in the Crown Estate near Ascot. 18 years ago, Mike & Alison Battle created the event out of their own desire to take their children somewhere that would celebrate the pure, commercially unsullied, magic of Christmas. Now, with the help of Hollywood set-designers, West-End actors and more than a sprinkling of magic, the event is keeping the magic of Christmas alive for thousands of children every year.
This is an exciting period of growth for us, as we look for new ways to bring the Lapland experience to a global audience through media, publishing, live shows, and eCommerce channels.
ROLE OVERVIEW
The Resident Company Manager is a key member of the Show Operations department at LaplandUK, accountable in-part for the successful delivery of the first half of the guest experience — from guest arrival in the Elven Bazaar to the conclusion of Act 2, and in-part Act 3. This role leads and inspires a diverse range of operational and performance teams across multiple high-impact performance spaces including Elven Bazaar, Elf Security, Eeko’s Glade, the Toy Factory, and the Lapland Bakery.
Combining strong administrative capability with dynamic people management skills, the Resident Company Manager is responsible for overseeing both backstage and front-of-house operations, directly managing Cast Members, Stage Managers, and Backstage Support. This multi-faceted role requires a sharp focus on delivering a world-class guest experience, efficient show execution, and maintaining the creative integrity of the production.
You will play a vital part in upholding LaplandUK’s values and standards, coaching and motivating teams to consistently perform at the highest level, while ensuring the smooth and safe operation of all performance spaces under your care.
RESPONSIBILITIES
OPERATIONS
•Lead the delivery of a safe, efficient, and best-in-class show operation across Act 1 & 2, in strict alignment with all approved policies, processes, Standard Operating Procedures (SOPs), and the overall Event Management Plan.
•Serve on a rostered basis as the Area Manager for Act 1 & 2, taking full operational ownership of all performance areas including Elf Security, The Glade, Toy Factory, and the Lapland Bakery, as well as responsibility for the cast members and performance-related elements of Act 3.
•Work collaboratively with the Act 3 Area Manager to ensure continuity in performance quality and guest experience, and to proactively resolve any issues arising within this area.
•Maintain a comprehensive and up-to-date working knowledge of all relevant show procedures and performance areas to confidently troubleshoot, problem solve, and support teams in real time.
•Proactively manage guest throughput and performance team flow to ensure an efficient and immersive guest journey, resolving bottlenecks and experience issues promptly.
•Consistently monitor and report daily operational KPIs and performance data to Head Office stakeholders including the HO Company Manager, HO Show Director, and the wider Lapland production team.
•Act as an on-site champion for LaplandUK’s Accessibility and Inclusion policies, ensuring all teams are trained and working in full compliance with related procedures.
•Work collaboratively with the Guest Relations and Guest Operations teams to monitor, address, and follow up on guest feedback — with a focus on reducing repeat issues and continually improving satisfaction scores.
•Take responsibility for exceeding guest experience targets, including NPS and overall satisfaction scores, as defined by the Event Director.
•Deliver clear, concise, and motivating daily briefings to cast and operational teams, communicating essential safety, show, guest experience, and department-specific updates in a timely and engaging manner.
REHEARSALS AND TRAINING
•Work closely with the Resident Show Director, Stage Managers, and key Head Office stakeholders (including the HO Company Manager and HO Show Director) to oversee and support the successful delivery of an effective and well-structured rehearsal process.
•Ensure that all logistical and operational requirements for rehearsals are in place, including rehearsal spaces, props, technical needs, and manpower support — identifying and resolving any issues that may impact efficiency or show quality.
•Monitor rehearsals to identify and problem-solve operational or experiential challenges, ensuring smooth transitions from rehearsal to live performance.
•Deliver pre-approved training sessions to both new and returning colleagues before and during the live event period, ensuring consistency in safety, performance, and guest experience standards.
•Successfully complete all pre-season training requirements, including E-Learning modules, Tabletop Exercises, and onsite management training, as outlined by the business.
•Support the embedding of a strong training culture across the department, championing continuous learning, high performance, and creative integrity throughout the season.
TEAM MANAGEMENT
·Work closely with all relevant Managers and stakeholders to ensure consistent, appropriate staffing levels across all Show Operations roles, including cast, stage management, and backstage teams. Proactively address any staffing shortfalls to maintain operational readiness and guest experience standards.
·Prepare and submit monthly payroll for all Show Operations roles to the HO Company Manager, ensuring accuracy and timeliness.
·Collaborate with HR, Resourcing, and People Operations teams to support recruitment efforts both pre-season and during the live event, ensuring a smooth and responsive hiring process.
·Establish, lead, and maintain a professional, high-performing, and positive working culture within the Show Operations department. Act as a visible role model to both direct and indirect reports at all times.
·Provide accessible, consistent support and guidance to all team members, fostering strong communication and collaboration across departments and performance areas.
·Ensure high levels of team attendance and morale; manage absence and lateness in a timely and effective manner, in accordance with company policy.
·Monitor and address poor performance swiftly and constructively, using the appropriate performance management procedures and support tools.
·Actively recognise and promote good performance, contribution, and attendance, celebrating individuality and team successes to reinforce a culture of excellence.
HEALTH AND SAFETY
·Ensure a consistently safe and secure working environment for all colleagues across Act 1, Act 2, and relevant elements of Act 3, maintaining high standards of compliance and vigilance at all times.
·Support the Show Operations team in the coordination and execution of emergency procedures, prioritising the safety and wellbeing of guests and team members throughout the site.
·Take an active role in monitoring and responding to health and safety concerns across all performance and operational areas, including identifying and escalating potential risks such as trip hazards, maintenance issues, or environmental factors.
·Promptly report all health and safety incidents, near-misses, or concerns to Event Control in line with company procedures.
·Champion a safety-first culture, ensuring all team members are aware of and adhere to safety protocols, and feel confident reporting concerns.
VIP & PR GUESTS
·Support the communication and requests of all Golden and PR guests as determined by the Golden and VIP team, primarily ensuring a seamless and warm experience of the show.
KNOWLEDGE, SKILLS & EXPERIENCE
·Previous professional experience as a Company Manager within a traditional or immersive theatre environment.
·Proven people management capability, including experience leading large, multidisciplinary teams in a fast-paced, guest-facing environment.
·Strong understanding of reporting procedures to ensure safe and effective operational practices.
·Demonstrated working knowledge of best Health & Safety practices within a live performance or large-scale visitor environment.
·Familiarity with back-of-house ticketing systems or operational software.
·A basic understanding of KPI reporting and customer insight data (e.g. dashboards, surveys, and mystery shopper programmes).
Skills / Knowledge
·Excellent communication, interpersonal, and diplomacy skills, with the ability to build strong relationships across departments.
·Outstanding organisational skills and exceptional attention to detail.
·A proactive mindset, with a strong sense of initiative and problem-solving ability.
·Confidence using technology and digital tools to support operations and reporting.
·Flexible and adaptive approach to working in a dynamic, live event environment.
·Ability to work well both independently and collaboratively within team settings.
·Calm under pressure, with the resilience to navigate high-tempo periods while maintaining morale and performance standards.
Applicants must be authorised to work in the United Kingdom without the need for visa sponsorship.
LaplandUK reserve the right to withdraw this advert at any time. Due to the high number of applications being received, we may not be able to respond to every applicant.
LaplandUK is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.
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