Customer Experience Manager (Job Share)

Customer Experience Manager (Job share) - 15 month fixed term, 2.5 days a week

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 role focuses on revenue and customer experience in a hospitality environment with a strong retail mindset.

Key Responsibilities

• Line manage members of the Customer Experience Team, supporting their development, performance, and wellbeing.
• Manage HR administration for the team, including personnel information and policy training and compliance.
• Prioritise internal communications to ensure teams are informed of audience targets and commercial goals.
• Lead by example and collaborate with venue teams to achieve shared objectives.
• Uphold exceptional service standards across the team.
• Support a positive, inclusive workplace culture and staff wellbeing.
• Ensure flexibility in approach, adapting to changing business needs as required.
• Duty manage ticketed and non ticketed events across the venue.
• Act as a venue key holder, supporting secure access as required.
• Liaise with visiting companies and hirers to advance shows and events, ensuring all requirements are met.
• Ensure excellent hospitality standards for visiting artists, companies, and backstage guests.
• Develop strategies to deliver high quality audience and customer experiences across the venue.
• Respond to customer and team feedback and implement improvements where appropriate.
• Review and respond to customer feedback channels (e.g., surveys, reviews, direct comments).
• Ensure all Customer Experience operations are delivered effectively and professionally.
• Oversee rota planning for Casual Team Members and Supervisors within the Customer Experience Team, ensuring all events are appropriately staffed.
• Ensure full compliance with Health & Safety, Licensing, and Food Hygiene regulations.
• Actively uphold health & safety, legal, and insurance requirements across all activities.
• Support environmental and sustainability initiatives within day to day operations.
• Implement and develop initiatives to maximise revenue and enhance customer experience.
• Contribute to FOH budget management, focusing on costs and margins.
• Support achievement of KPIs and revenue targets across the team.
• Use data and reporting to inform decisions, improve income, control costs, and maintain service standards.
• Oversee merchandise operations, including outgoing settlements, stock management, reconciliation, and reporting.
• Oversee stock control procedures including audits, stock counts, and storage management.
• Complete accurate departmental reporting, including sales documentation, stock ordering, and purchase orders.
• Ensure high quality customer experiences across all venue touchpoints.
• Encourage proactive customer focused behaviours across the team.
• Actively participate in relevant internal meetings and contribute to operational discussions and planning.
• Work collaboratively across departments to support venue objectives.
• Undertake any other reasonable duties as required by senior management.
• Demonstrate flexibility and adaptability in response to changing business needs.

Qualifications & Experience

• Significant experience exceeding retail targets in a complex commercial environment.
• Strong, demonstrable team leadership and motivational skills.
• Evidence of successfully driving initiatives from concept to outcome.
• 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.
• First Aid qualification (desirable).
• Food Hygiene qualification (Level , desirable).
• Personal Licence Holder (desirable).
• IOSH qualification (desirable).
• Working knowledge of Kappture EPOS system (desirable).

Equal Opportunity Employer

ATG Entertainment is a Disability Confident Committed Employer and welcomes applications from individuals from the widest possible range of backgrounds, including those underrepresented in the workforce.