Customer Experience Manager

Job Summary

The Customer Experience Manager is responsible for delivering an outstanding, welcoming, and consistent customer experience across all Front of House operations, including the café and bar.

Job Description

The role oversees day-to-day hospitality services, leads and develops front-of-house teams, and ensures high standards of service, presentation, and profitability, while aligning with the venue's wider artistic and community values.

Job Requirements

ESSENTIAL:

• Proven experience in hospitality or customer experience management (café, bar, or similar)
• Passion for inclusive, community-focused customer experiences
• Strong leadership and people management skills
• Excellent customer service and communication skills
• Good understanding of food & beverage operations
• Knowledge of Microsoft Office 365
• Ability to work evenings, weekends, and during busy performance schedules
• Knowledge of licensing, health & safety, and food hygiene requirements
• Budget management and financial reporting experience

DESIRABLE:

• Knowledge and experience of working in Outer East London / Essex
• Experience working in an arts, cultural or visitor attraction setting
• Duty Management experience
• Personal License holder
• Experience using EPOS and stock management systems
• Level 2: Food Hygiene Qualification
• First Aid experience or willingness to obtain
• Fire Safety experience or willingness to obtain

Job Responsibilities

• Customer experience: Champion a warm, inclusive, and high-quality customer experience at all times.
• Act as the point of contact for customer feedback, including processing complaints.
• CAF & BAR OPERATIONS: Act as Duty Manager and oversee daily operations of the caf and bar, including event and performance service.
• Ensure smooth staffing, service flow, and maintain stock availability during peak periods.
• Team leadership & development: Support recruitment, induction, training, scheduling, and management of the front of house team, including ushers, cafe, bar and merchandise sales staff.
• Lead by example, motivating teams to deliver excellent service.
• Commercial performance: Support sales targets and manage cost controls to maximise income.
• Monitor stock levels, wastage, and supplier relationships.