Customer Experience Manager

We are looking for a Customer Experience Manager to lead our front of house operations and provide our audiences with an outstanding, welcoming and safe experience. You will ensure that the Octagon lives up to our brand and reputation as a friendly, inclusive theatre for everyone.

This role would suit someone with front of house leadership experience, and a solid understanding of theatre operations. You'll have an approachable and friendly attitude and the utmost regard for customer care and welcome. You'll be committed to access and inclusion, and proactive about making everyone feel welcome at the Octagon. You will be able to judge risks, solve problems under pressure and continuously seek improvements. Excellent people leadership, communication and organisation skills are essential. As we go through a period of increasing our volunteering, experience in recruiting and leading volunteers is also essential.

Our ideal candidate will be an experienced customer service professional who will:

• Plan and deliver consistently outstanding service for all audiences and visitors to the Octagon. This includes the high standards of welcome, inclusion, safety and wellbeing.
• Lead the front-of-house team including recruitment, training and management of paid and volunteer staff as part of a high-performing team.
• Champion access and inclusion for audiences, ensuring access needs are anticipated and provided for.
• Collaboratively deliver the customer journey for all building users. Working with others to provide a seamless experience for events, hires and visitors; while optimising commercial opportunities and income generation across the venue.

Responsible To Head of Commercial and Customer Experience

Responsible for Deputy Customer Experience Managers, Event Leaders, Access Assistants, Volunteers