Customer Experience Manager (Job share)
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 is a revenue and customer experience focused hospitality role requiring a positive, motivational approach and a strong retail mindset. The postholder will play a key operational role in the development of our growth plan as we continue to expand the activities and initiatives delivered for our audiences.
This is a 15 month, fixed term, job‑share role, working 2.5 days a week. The postholder will always work Mondays and Tuesdays, with one additional flexible day each week to meet business needs; one of the three days will be worked as a half‑day. The role includes duty managing 1–2 shows per week and is shared with another Customer Experience Manager. There is also the opportunity to undertake additional casual hours as a Duty Manager or Supervisor.
Leading the Customer Experience team, you will maximise revenue, use data to inform and deliver future retail‑focused plans, and motivate team members to consistently meet and exceed targets. The role is responsible not only for the welcome of our audiences, but also for ensuring exceptional care is provided to casts and visiting companies backstage, creating a true home‑from‑home experience.
You will report to the Theatre Manager and work collaboratively alongside another Customer Experience Manager, jointly line managing the Deputy Customer Experience Manager and Assistant Customer Experience Manager, as well as overseeing the wider Customer Experience Team, including Duty Managers, Supervisors, and Team Members. You will collaborate closely with colleagues across the organisation, including ATG Head Office teams such as The Hospitality Team, contributing actively to the wider success of the venue. This post includes a mix of day, evening, and weekend working.
Key responsibilities
Team Leadership & Management
- 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 and actively encourage 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
Operations & Duty Management
- 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
Rotas & Workforce Planning
- Oversee rota planning for Casual Team Members and Supervisors within the Customer Experience Team, ensuring all events are appropriately staffed
Compliance & Sustainability
- 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
Revenue, Stock & Reporting
- 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
Customer Experience Excellence
- 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
General Responsibilities
- 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
Your skills, qualities, and experience
Essential
- 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
- First Aid qualification
- Food Hygiene qualification (Level ⅔)
- Personal Licence Holder
- IOSH qualification
- Working knowledge of Kappture EPOS system
About Us – Our values
- THRIVE doing what we love (with passion and dynamism)
- CONNECT through every act (with collaboration and kindness)
- DARE to do different (with curiosity and courage)
- PERFORM at our best (with customer focus and ownership)
Our Corporate Social Responsibility pillars
- Inclusion: Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well‑being.
- Sustainability: Playing your part in reducing our environmental impact and finding more sustainable ways of working.
- Next Generations: Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.
Our inclusion, diversity, equity and access mission statement – a stage for everyone. Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone.
We recognise that we do not have all the answers, but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds, particularly welcome applications from those currently underrepresented in our workforce.
We are a Disability Confident Committed Employer, which means that we will support people with disabilities and long‑term health conditions, and offer an interview or recruitment event to disabled candidates who demonstrate we best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible.
Please email recruitment@atgentertainment.com if you would like to discuss accessibility prior to applying.
Salary: £31,844.96 pro rata
Closing Date: 2026-05-17
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