Customer Experience Duty Manager, Stoke-on-Trent Theatres Ltd, Bagnall Street

About the role

You will report to the Customer Experience Manager and Deputy Customer Experience Manager and be responsible for the Customer Experience Team. You will also work closely with Front of House teams, venue colleagues, central departments, promoters, hirers and clients. As Customer Experience Duty Manager, you will support the delivery of an exceptional Front of House operation, ensuring customers, clients and hirers receive a premium experience at every event. Working as part of the Customer Experience Management team, you will lead and motivate teams, oversee Duty Management responsibilities, host corporate and hirer events, maximise sales opportunities, and maintain the highest standards of customer service, presentation, compliance and operational excellence. You will play a key role in creating a positive, customer-focused culture while contributing to the commercial success of the venue.

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

Key responsibilities

• Retail Operation
  • As part of the Customer Experience Management team, lead the wider team to deliver a seamless Front of House operation.
  • Host and manage hirer events/corporate meetings for our clients.
  • Ensure the Front of House operation is managed and presented to the highest standards and fully complies with Health and Safety, Licensing and Hygiene Rules and Regulations.
  • Assist and Lead in the Duty Management of shows.
  • Assist with stock management and stock takes when required.
• Customer
  • Positively communicate with customers on all feedback received during their visit.
  • Help to lead the team in creating a strong customer centric culture.
  • Work with central departments to ensure a premium offer is available for all customers.
  • Assist in building relationships with both internal and external contacts, maintaining high levels of customer satisfaction at all times.
• Sales/Finance
  • Effectively contribute to the maximising of sales and ensuring all Key Performance Indicators are achieved, which include but are not limited to Spend Per Head and Stock Control.
  • Liaise with internal colleagues to ensure an excellent customer experience and maximise sales opportunities.
• General Front of House Activity
  • Deputise for the Deputy Customer Experience Manager and represent the department at key hirers Events/Meetings.
  • Manage and motivate staff as required, monitoring their performance and ensuring that they are appropriately trained.
  • With the Customer Experience Manager, represent the Theatre internally and externally to ensure effective communication and overall development.
  • Maintain good relationships with other venues, including strategic collaboration and sharing of best practice.
  • Help maintain positive client relationships.
  • To monitor and control stock within the building.
  • Being a Venue representative when required for the venue hirer.

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

• Experience leading teams to maximise sales and consistently achieve targets.
• Experience supporting, motivating and developing team members.
• Experience managing stock, including ordering, rotation and storage.
• Strong verbal and written communication skills.
• Confident decision-maker with excellent problem-solving abilities.
• Experience hosting and managing events.
• Experience working in a fast-paced environment and managing multiple priorities.
• Strong organisational skills with the ability to prioritise effectively.
• Positive, proactive and solution-focused approach.
• Ability to think creatively to drive revenue and enhance customer experience.
• Enthusiasm for live entertainment and the work of ATG Entertainment.
• Ability to build positive relationships and engage effectively with colleagues at all levels.
• Excellent attention to detail.
• Strong IT skills.

Desirable

• Personal Licence Holder.
• First Aid at Work Level 3 Qualification.

About Us

ATG Entertainment is proud to stand at the forefront of the live entertainment industry. Our expertise and capabilities enable producers and creatives to bring their visions to life and create unforgettable experiences for audiences, presented in our landmark venues and delivered with exceptional hospitality. We own, operate or programme some of the world's most iconic venues and manage 72 venues across the UK, the US, Germany, Spain and Austria. We are the world leader in theatre ticketing, processing more than 18 million tickets annually for musicals, plays, concerts, comedy and live events. We also produce award-winning work through ATG Productions, creating critically acclaimed and commercially successful productions for the West End, Broadway, Continental Europe and beyond.

People are at the heart of our success. We are passionate about bringing great live experiences to the widest possible audience, supporting world-class creative talent and providing opportunities for our people and partners to realise their full potential.

Our values

ATG Entertainment's 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 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 culture

You will help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and taking 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 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, learn and change 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.

If you would like to discuss accessibility prior to applying, please email for a confidential discussion.

Salary: £29,161.60 pro rata