Customer Experience Manager
Were looking for a dynamic, innovative, and inspirational team leader, who has experience of working in a commercial environment and a desire to exceed targets while providing exemplary customer service to all our visitors.
This is a revenue and customer experience focussed hospitality role which requires the positive motivational approach of a retail and hospitality professional. A key operational player in the development of our growth plan as we expand the activities and initiatives we deliver for our audiences.
Leading the Customer Experience team, you will maximise revenue, use data to inform and deliver future retail focussed plans, whilst at all times motivating team members to meet and exceed sales targets.
The role is responsible for not just the welcome of our audiences, but also ensuring that we care for the casts and visiting companies that are arriving backstage. Our creative visitors are looking for a home away from home and we want to ensure they get this whilst with us in Woking.
Youll report to the Head of Operations and be responsible for the Deputy Customer Experience Manager, with oversight of the Customer Experience Team including Duty Managers, Supervisors and Team Members. You will collaborate closely with colleagues across all departments to support the effective delivery of performances, cinema operations, events and wider commercial activity.
Additionally, you will collaborate with colleagues in the ATG Head Office, particularly Food & Beverage and Risk teams. You will take an active interest in your teams talent and development as well as your own. You will work closely with venue colleagues across all departments to drive the vision of the venue forward, actively considering how your expertise and team can support the growth of the business.
This post will comprise a mix of day, evening and weekend work and is based at Woking Theatres & Cinema in Woking.
Primarily you are a strong retail focussed professional, with strong people and organisational skills able to work in an agile and target driven environment.
Key responsibilities
Departmental Management
- Line manage members of the Customer Experience Team, leading on the development, monitoring performance and ensuring their health and wellbeing at work remains a priority.
- Manage HR administration within the department, with support from the Venue Administrator and CEx management team, including personnel information, payroll processes, policy training, awareness and adherence.
- Prioritise internal communications to ensure Team Members are informed of audience, operational and commercial objectives.
- Oversee the Customer Experience and Duty Management rota to ensure appropriate staffing across performances, cinema activity and wider venue operations.
- Ensure the Customer Experience Team remain fully compliant with Health & Safety, Licensing and Food Hygiene legislation and procedures.
- Act as a key-holder for the venue, attending callouts where applicable.
- Act as a Risk Champion and contribute to the venue Risk Team, ensuring the Risk Management System remains compliant and up to date.
- Act as an Access and Diversity Champion, supporting the venues commitment to accessibility, inclusion and audience development.
- Assist in the development, planning and delivery of marketing, advertising and promotional activity alongside venue marketing and central Hospitality teams.
- Support the operational delivery of security provision for performances and events, working collaboratively with Duty Managers, operational teams and external providers to ensure safe and effective audience management.
- Support the delivery and development of venue hospitality, retail and guest experience initiatives to drive commercial performance and customer satisfaction.
- Work collaboratively with colleagues across departments, including cinema and events operations, to support a consistent and high-quality guest experience across all venue activity.
Revenue Management and Stock Control
- Implement new initiatives with agility and innovation to support revenue growth, commercial performance and customer experience improvement.
- Lead and support the Customer Experience Team to maximise revenue opportunities and achieve key performance indicators (KPIs).
- Use data, reporting and operational insight to inform decision-making, maximise income, control costs and maintain high service standards.
- Support the effective management of retail, hospitality and merchandise operations, including internal and external stock control and reporting.
- Ensure card handling procedures are adhered to, with any discrepancies investigated thoroughly and appropriately.
- Ensure accurate reporting, completion of sales documentation, stock ordering and purchase order processes.
- Oversee stock management processes and storage facilities to ensure effective control, organisation and compliance.
- Work collaboratively with venue departments, including cinema and events operations, to identify opportunities for commercial growth and operational efficiency.
- Contribute to the planning and delivery of initiatives that enhance guest experience, increase spend per head and support wider venue business objectives.
Customer Experience
- Develop and implement strategies that deliver an exceptional and inclusive customer experience across all areas of the venue.
- Ensure audiences, visiting companies, partners and backstage guests receive a welcoming, professional and high-quality experience throughout their time at the venue.
- Promptly respond to customer and team feedback, taking appropriate action to continuously improve service standards and operational delivery.
- Build positive working relationships with visiting production personnel and partners to ensure operational needs are met effectively and collaboratively.
- Support the delivery of a consistent guest experience across performances, cinema activity, events, Creative Learning projects and wider venue initiatives.
- Work collaboratively across departments to identify opportunities to enhance accessibility, audience engagement, operational efficiency and commercial performance.
- Lead by example in creating a customer-focused culture that promotes professionalism, inclusivity and continuous improvement.
Your skills, qualities, and experience.
We welcome transferable skills from other industries. If you can demonstrate many of the essential skills, qualities and experience we encourage you to apply. We are able to provide training where necessary.
Essential
- Significant experience delivering strong commercial performance within a fast-paced customer-focused environment.
- Demonstrable leadership, people management and team development skills.
- Proven ability to lead initiatives from concept through to successful delivery and measurable outcomes.
- Experience working within a complex, agile and operationally driven environment.
- Strong communication and relationship-building skills, with the ability to work collaboratively across departments and with external stakeholders.
- Ability to use data and operational insight to support decision-making, drive performance and identify opportunities for improvement.
- Strong organisational skills with the ability to prioritise effectively and manage competing operational demands.
- Commitment to delivering high standards of customer experience, accessibility and operational compliance.
Desirable
- Experience working within live entertainment, hospitality, cinema, retail or events environments.
- Experience managing operational delivery across multi-use or customer-facing venues.
- Knowledge of Health & Safety, licensing and venue compliance requirements.
- Experience working with rotas, payroll processes, staffing budgets or KPI reporting.
- Understanding of stock control, retail operations or hospitality performance management.
- Experience supporting cross-department operational planning and delivery.
About Us – Our values
ATG Entertainments values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.
- 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 culture
Youll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures.
We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.
Our Corporate Social Responsibility pillars
Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our Corporate Social Responsibility priorities:
- 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 and particularly welcome applications from those currently underrepresented in our workforce.
We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they 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.
If youd like to discuss accessibility prior to applying, please email recruitment@atgentertainment.com for a confidential discussion.
ATG Entertainment is proud to stand at the forefront of the live entertainment industry.
Our expertise and capabilities enable producers and other creatives to bring their visions to life and create unforgettable performances for audiences, presented in our landmark venues and delivered with exceptional hospitality.It is the passion of our teams, that cover every discipline across the live entertainment industry, that underpins our continuing strategic growth and success.
Woking Theatres & Cinema offers a world of entertainment under one roof, right in the heart of Surrey. The WokingTheatreopened in 1992 and is firmly established as one of the most beloved theatres in the South East. Boasting state-of-the-art facilities, excellent acoustics and clear sight lines it has hosted first-class performances from the Royal Shakespeare Company, the National Theatre, Matthew Bourne and a number of hit shows direct from the West End.The Rhoda McGaw Theatrecaters for Woking’s many community groups, societies, semi-professional and professional content. It has a varied programme of entertainment throughout the year including musical theatre, comedy, opera, dance, drama and youth performances. Nova Cinema is Surreys go-to destination for the ultimate cinema experience. With hand-picked programming and all the latest releases, it has seven stylish screens (including one luxury screen), an elegant full-service bar and a suite for community and business hire
People are at the heart of our success. We are passionate about bringing great live experiences to the widest possible audience; about giving the worlds best creative talent the stage it deserves; and about providing our people and partners with opportunities to realise their full potential.
Interested? Please click on the link to view our full Job Description!
We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they 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.
If youd like to discuss accessibility prior to applying, please review our job description where you will see a contact e mail address to request a confidential discussion.
Weare proud to be an equal opportunity employerand strive to provide a stage for everyone.Onstage and off, we hold ourselves accountable for nurturing an inclusive culture. Find out more about us and our values at atgentertainment.com anduk-careers.atgentertainment.com
Salary: 38,188.12 per annumClosing Date: 2026-06-08…