Customer Experience Duty Manager in Stoke-on-Trent

About the role

You’ll report to the Customer Experience Manager and Deputy Customer Experience Manager and be responsible for the Customer Experience Team. You’ll also work closely with Front of House teams, venue colleagues, central departments, promoters, hirers and clients. As Customer Experience Duty Manager, you’ll 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’ll 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’ll 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, Licencing 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.

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.