Customer Experience Manager

Customer Experience Manager

We’re 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.

You’ll 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 team’s 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 venue’s 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