Head of Customer Experience and Operations - Derby Theatre

Onsite

This role will be based on site, primarily in the named location.

We have one simple promise - to make a positive impact. Through our ground-breaking research, teaching excellence and commitment to sustainable living, we are changing lives for the better.

The University of Derby is a modern university with a modern outlook. Everything we do is driven by delivering excellence and opportunities for our students, our staff and our region.

We have some of the best university facilities in the UK and achieve outstanding results for our teaching and research and have been awarded Gold in the prestigious Teaching Excellence Framework (TEF) 2023 - making it one of the top universities in the country recognised for its outstanding student experience and student outcomes.

Financially strong and seriously ambitious we offer our employees an inclusive culture that centres itself around staff wellbeing, where you can be confident you will receive all the help and encouragement you need to build a rewarding career with lots of opportunities to enhance your skills.

At Derby Theatre, we are a charity and a National Portfolio organisation for Arts Council England, and we're known for artistic excellence. We're committed to education. And we believe that theatre can change your life.

Previously Derby Playhouse, we have a long and important theatrical history. As Derby Theatre, we work in partnership with the University of Derby and are a home for higher education students. We produce new plays and projects, collaborate with artists and local people, and offer training for young people too, with opportunities for learners of all ages. It's all about empowering people to tap into their potential and achieve.

Join Derby Theatre's senior management team and play a pivotal role in shaping exceptional visitor experiences. As Head of Customer Experience & Operations, you'll lead the strategic design and delivery of our audience journey while driving commercial growth through secondary spend, conference hires, and other revenue-generating opportunities.

This is a key leadership position ensuring Derby Theatre remains safe, welcoming, and financially sustainable, while championing our vision as a Learning Theatre.

You'll oversee food and drink services, front of house operations, premises, and security-creating an environment where every visitor feels valued and inspired.

You will have demonstrable experience running a commercial trading operation, with a proven ability to drive revenue growth and profitability. Experience in a theatre or arts setting is ideal but what is more important is a can do attitude to work and an alignment with the values of Derby Theatre: exciting, inclusive, empowering, welcoming and caring.

You will be able to demonstrate leadership skills, and have a record of experience managing and developing customer facing teams.

What should I expect if I am invited to an interview? We aim to make the interviews as accessible and engaging as possible, and we want you to talk about yourself and your work experience in a relaxed and friendly setting.

We believe an interview is a chance for you to find more information about the role, us as an organisation and for you to get a sense of whether this is the right environment for you.

With this in mind, we have designed an interview process which will enable potential candidates to meet members of the team and partners, see some of the spaces you might be working in, and of course a chance to talk about you and your work experience.

• Develop, evolve and implement Derby Theatre's commercial strategy, identifying new income streams and opportunities.
• Lead cross functional planning to create integrated commercial offers.
• Develop, promote and manage catering, conference hires, and other revenue generating activities, to maximise turnover, gross profit margins, and overall profitability.
• Develop business plans and models that support the delivery of the Theatre's Business Plan, providing insightful reports and recommendations for operational improvements and growth.
• Monitor and report on Key Performance Indicators (KPIs) such as yield per visitor, conversion rates, event occupancy and ancillary income per event.
• Responsible for achieving agreed revenue targets across retail and hospitality commercial channels
• Lead the visitor experience, empowering staff to deliver exceptional standards of customer service to all visitors, including front of house, backstage, and staff areas.
• Oversee customer service teams, guiding performance and process improvements.
• Ensure the theatre is safe, clean and welcoming to all, always.
• Ensure the maintenance and repair of furniture, fixtures, and fittings within the front of house areas.
• Be a lead advocate for access and inclusion at Derby Theatre, driving best practice and innovation.
• Develop and implement strategies to enhance accessibility for all visitors, ensuring compliance with relevant legislation and promoting a culture of inclusivity.
• Keep up to date with best practice in relation to access, ensuring that plans are co designed with customers and participants to implement a wide programme of access and inclusion in all areas of audience experience. Plan the operation of the theatre and customer experience team to ensure the security and wellbeing of staff, customers, assets, and resources.
• Develop and implement business continuity plans and major incident procedures, including establishing the theatre's compliance with Martyn's Law.
• Ensure health & safety, food hygiene, licensing, security, accident/incident reporting, and insurance requirements are implemented, tested and reviewed.
• Working with the University of Derby Estates Team, ensure compliance with all statutory requirements relating to the building and operations.
• Manage delegated contractor and SLA relationships, ensuring value for money and service quality.
• Ensure emergency policies and procedures are monitored, reviewed, and updated as necessary, and conduct training and drills as required.
• Manage budgets, ensuring spending limits are observed and best value is achieved, and ensure day to day financial practices comply with financial procedures.
• Play a key part in the annual budget setting process and monthly forecasting.
• Actively promote and embody the values and mission of the Learning Theatre, and support Derby Theatre's role as a learning environment.
• Lead and facilitate learning opportunities and provide operational support to assigned learning productions and projects and engage with the University of Derby's theatre related higher education provision.
• Proactively implement green policies and practices across the department.
• Advocate for and actively contribute towards the Equalities, Diversity, and Inclusion strategy and implementation of plans.
• Contribute to the overall development of the organisation, keeping up to date with industry best practice.
• Carry out appraisals for your assigned team members and recommend development opportunities
• Take an active role in the team, and attend team, departmental and cross organisation meetings as required.
• Ensure that Derby Theatre's policies, procedures and values are observed in every area of the department's work.
• Act always in the best interests of Derby Theatre, always protecting intellectual property and confidential information.
• Carry out any other duties as may reasonably be required from time to time, commensurate with the level of the post.
• Holds personal license or has ability to achieve within six months

Experience

• Demonstrable experience in running commercial trading operations, e.g., catering or retail, including budget preparation, forecasting, and financial reporting, with a proven ability to drive revenue growth and profitability
• Proven experience of working to and exceeding income targets, with a strong understanding offinancial managementprinciples and practices
• Experience in team and stakeholder leadership across commercial and operational planning
• Advanced financial and budget management experience, with a working knowledge of complex financial systems and the ability to analyse and interpret financial data to inform strategic decision making
• Demonstrable experience in a similar operational role at senior management level in a theatre or arts organisation, witha track recordof achieving significant operational improvements and strategicobjectives

Skills, knowledge & abilities

• Genuine enthusiasm for theatre and commitment to supporting the learning and educational programmes at Derby Theatre, and a deep understanding of the Learning Theatre model and its implications for operations
• Excellent attention to detail and a meticulous approach to all aspects of the role, with a focus on ensuring the highest standards of quality and accuracy
• Financial literacy (budget and P&L management)
• Exceptional communication skills with the ability to effectively communicate complex information to a variety of audiences, including senior management, staff, and external stakeholders
• Excellent organisational and time management skills, with a proven ability to manage multiple priorities, delegate effectively, and meet tight deadlines in a fast paced environment
• Demonstrable knowledge of access issues in venues and a demonstrabletrack recordof developing and implementing innovative access provision strategies
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