Visitor Experience Manager – Permanent, Full‑time
Permanent, full‑time.
The VXM leads the front of house operation, ensuring the highest standards of visitor experience, safety and accessibility across all public‑facing areas, while fostering a positive and professional team culture. The Visitor Experience Manager is responsible for delivering an exceptional, welcoming and inclusive experience for all audiences, visitors and stakeholders attending our theatre. The role leads the front of house operation, ensuring the highest standards of visitor experience, safety and accessibility across all public‑facing areas, while fostering a positive and professional team culture in line with organisational values.
This role includes duty managing our building, ensuring compliance with all health and safety procedures, including licensing laws. With a commercial focus you will ensure that we are maximising sales across all front of house areas, motivating the team to have a sales orientated focus and to ensure maximum efficiency. This key role shapes how our audiences feel about our theatre, from arrival to departure, acting as an ambassador for the organisational vision.
You’ll get to become part of a large, established, and respected cultural organisation, taking part in varied and exciting work, with lots of opportunities for learning and growth.
Responsibilities
* Leading front of house operations and ensuring exceptional visitor experience.
* Managing building operations and compliance with health and safety and licensing laws.
* Driving commercial outcomes by maximising sales and motivating the team.
* Acting as an ambassador for the organisational vision and maintaining a positive team culture.
Qualifications
* Extensive experience at manager level in a fast‑paced, high‑footfall venue such as a theatre, visitor/entertainment attraction or cultural site.
* Sales management experience at a manager level.
* Experience managing an EPOS system such as Point One.
* Strong experience managing a team.
* Excellent customer service skills and a commercial approach.
* Qualifications in First Aid, defibrillators (AED) and a Personal License (or willingness to obtain within 3 months of start date).
Organisation
With a mission to enrich the cultural life of our region, Birmingham Hippodrome is one of the most popular theatre complexes in the UK. Varied productions in our 1,850‑seat auditorium (dating from 1899), and in our 200‑seat Patrick Studio ensure we play a key role in the region’s world‑class cultural scene. With c.400 live performances annually in our main house, we present nothing but the best in touring musical theatre, ballet, dance, opera, pantomime, drama, and comedy. Our Patrick Studio welcomes a range of smaller‑scale productions and is an important base for dance and for the development of new artistic work.
This role is offered on a full‑time, permanent, 40 hour per week basis (annualised hours), with frequent work on weekends, evenings and bank holidays.
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