Customer Experience Manager (Job Share)

Customer Experience Manager (Job Share). We are seeking a dynamic, innovative, and inspirational team leader with experience working in a commercial environment and a proven ability to exceed targets while delivering exemplary customer service. This 15‑month fixed‑term, job‑share role involves working 2.5 days a week – Mondays, Tuesdays, and one flexible day – and includes duty‑managing 1–2 shows per week. The incumbent will lead the Customer Experience team, maximise revenue through data‑driven retail initiatives, and ensure exceptional care for audiences, casts, and visiting companies.

Key Responsibilities

• Line‑manage members of the Customer Experience Team, supporting their development, performance and well‑being
• Manage HR administration for the team, including personnel information, 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 and actively encourage exceptional service standards across the team
• Support a positive, inclusive workplace culture and staff well‑being
• 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, 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
• Ensure backstage and visiting guests receive a consistently high standard of service
• 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

Essential Qualifications

• Significant experience in exceeding retail targets in a complex commercial environment
• Strong, demonstrable team leadership and motivational skills
• Evident ability to successfully drive initiatives from concept to outcomes
• Experience of 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

Desirable Qualifications

• First Aid qualification
• Food Hygiene qualification (Level )
• Personal Licence Holder
• IOSH qualification
• Working knowledge of Kappture EPOS system

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