Customer Experience Supervisor

The Customer Experience Supervisor Role

You’ll report to the Customer Experience Manager, Deputy Customer Experience Manager, Assistants, and Duty Managers, and be responsible for Customer Experience Team Members on shift. You’ll also work closely with Security and Box Office Staff at the entrance to the venues, some of your tasks may overlap and we always work together to ensure the customers experience is the best it can be.

You will be one of a team of Customer Experience Supervisors and will actively be involved in ensuring that we are offering the highest levels of service to our customers. You will be a supervisor in both a cinema and theatre environment, and as such will need to lead the teams on shift to deliver a great experience to two types of patrons. You will also be instrumental in driving the front of house income on a per show basis to reach the expected venue and team potential. It will be your responsibility alongside the management team to make sure the staff are correctly equipped, informed and prepared for their work. You may be asked to be involved in the exploration and development of the FOH department, implementing ideas and feeding back to management on sales initiatives. You will be a key member in helping to drive sales, understanding targets and contributing to improving spend per head and gross profit per admit. You will also be expected to represent the theatre with professionalism and enthusiasm.

Please note, your role may involve working with children or vulnerable people.

Evening and Weekend work is essential for this role.

Key responsibilities

Operation

With the Customer Experience Management team, lead and support the Customer Experience team members in delivering a complex and busy Front of House operation.

Ensure accuracy in processes and procedures of operating all systems relating to the Customer Experience team, including the Kappture till system, Vivenu ticketing system and accident reporting system.

Ensure the Front of House operation is compliant with all health and safety, licensing, food hygiene and Company processes and procedures.

During performances, to be present Front of House of the building ensuring that areas are run smoothly, and that problems are dealt with immediately and effectively.

Maintain a detailed knowledge of the show and the impact on operations e.g. running times, latecomers, age policy and special effects.

Strive to achieve an inclusive Customer Experience journey for all our patrons.

To liaise with the venue management team prior to the shift in order to be confident of all Front of House operational matters and emergency evacuation procedures.

Pro-actively participate in weekly fire drills with the venue management team.

Contribute to a culture of risk prevention by ensuring all operations relating to the Customer Experience department are carried out in line with all legislative and company procedures.

Assist and lead with the venue’s current stock processes and stock takes, and ensure the Customer Experience team are adhering to any processes and procedures on shift.

Customer Experience

Support and motivate the Customer Experience team leading by example and creating a team culture that strives for excellence and delivering a premium service for every customer.

Assist the Customer Experience Management team in developing strategies to ensure the venue provides a first-class customer experience.

Assessing the customer journey in line with the ‘Mystery Customer’ categories, reviewing feedback and action points in collaboration with venue Management.

Work with the central Food and Beverage team to implement new concepts and provide effective feedback on all F&B concepts.

Finance and Reporting

Dynamically help to roster the Customer Experience team to ensure all shows are sufficiently staffed in all areas on the day, whilst maximising all sales and managing costs.

Working with the Customer Experience Management Team in maximising revenue and ensure all

KPI’s are achieved

including but not limited to spend per head, mystery customer reports, cost per performance and gross profit per admit.

Monitor the progress and effectiveness of the retail concepts in line with the venue KPI’s and customer satisfaction, and assist in the implementation of new concepts.

Work with the Customer Experience Management team to incentivise the Customer Experience team to drive sales and maximising the venue potential.

Relationships and Development

Establish strong working relationships with other venues and central departments, including the Group Food and Beverage team and Kappture support team.

Build positive relationship with other departments within the theatre, ensuring effective communication and following up with performance based problems in a timely manner.

Work with the Customer Experience Management team to ensure all staff are trained and inducted effectively into the business.

Using the company’s training software, ensure the Customer Experience team complete all required training.

Proactively participate in Company led training schemes, taking responsibility for your own personal development.

Ensure all documentation is kept up to date including right to work, lateness, sickness and variances.

Ensure a programme of regular catch ups and reviews are in place and work with Customer Experience Manager to seek out staff that are ready for progression.

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.

Knowledge and experience of operating a busy venue

Experience of cash handling and stock control

Strong leadership skills and be able to manage and motivate a varied team of staff

Previous experience in the hospitality industry

Desirable Training

Personal Licence Holder

Food Hygiene Level 2 for Catering qualification

First Aid Trained