Customer Experience Manager (Job Share)

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.

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

Everyone’s responsibility

Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our core values by

Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.

Playing your part in reducing our environmental impact and finding more sustainable ways of working.

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.

Having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures. You’ll help us uphold a positive culture around meeting our obligations.

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.

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