Customer Experience Manager

You'll report to the Theatre Manager and be responsible for our Deputy Customer Experience Manager and all Customer Experience team members. You'll work closely with your Head of Department peers in the venue across all operational, risk management, budgetary and cultural matters. You'll also communicate regularly with central teams, particularly Hospitality/ Food & Beverage and Procurement. You will be working at Richmond Theatre, a beautiful, 126 year old venue, which hosts a variety of performances throughout the year, including plays, musical, dance, opera, talks, and the annual pantomime.

Responsibilities

• As Customer Experience Manager, you will lead all food and beverage operations within the theatre, set the service strategy and establish a vibrant and positive culture within your dynamic team.
• You will act as duty manager for a number of performances during the week.
• You will lead responsibility for the day to day operations of the department, meeting and exceeding targets to deliver a profitable F&B operation.
• With a keen eye for detail, you will ensure that high standards are maintained across the department and the theatre as a whole.
• This role is challenging and requires an individual with tenacity, experience across retail and F&B operations; you will ensure our bars, Ambassador Lounge and service standards stay ahead of the game, encouraging innovative ideas to help drive revenue.
• You'll be analytical, using data to inform decision making to further drive sales and realise untapped revenue potential.
• Please note, your role may involve working with children or vulnerable people.
• Line manage the Customer Experience team, leading on their development and monitoring their performance.
• Work with the Customer Experience team in maximising revenue and ensuring that key performance indicators (KPIs) are achieved; including but not limited to gross profit per admit, payroll management, customer service survey responses and stock control.
• Duty manage performances as operationally necessary and oversee the rota here, along with fulfilling leading office 'day' duty management.
• Establish strong working relationships with other venues and central departments, including strategic collaboration and sharing best practice.
• Nurture relationships with internal teams, interdepartmental relationships and positively working with resident and third party producers.
• Manage external merchandise for shows, working in partnership with producers and promoters.
• Ensure the Front of House operation is being managed and meets the highest standards, whilst being fully compliant with both ATGE and external Health and Safety, Licensing and Food Hygiene Rules and Regulations.
• Assist in developing, planning and executing marketing, advertising and promotional activities along with the Venue Marketing and Ticketing Teams relating particularly to F&B and service initiatives.
• Manage the Customer Experience recruitment in line with company policy and rotas to ensure all shows are staffed appropriately.
• Ensure that front of house and security staffing levels are appropriate to ensure optimum revenue whilst ensuring that we operate within the cost budgets.
• Manage all stock levels and storage within the stipulated areas, overseeing audits and external assessments.
• Compile reports and data tracking, as well as disseminating the information to appropriate parties.
• Ensure accurate completion of daily sales documentation, stock ordering and purchase order system use within the team and have a working knowledge of till systems.
• Take responsibility for setting the tone for the department and ensuring that the highest standards are maintained at all times, whether it be completion of Risk.
• Lead on Risk Management and service training for your team, tailoring it to the needs and schedules of your dynamic and large cohort whilst meeting the audit expectations of the company.

Qualifications

• Experience of managing a large team in order to achieve targets and KPIs.
• Understanding of financial management and budget planning.
• Proven experience of defining a sales strategy that meets the ever-changing needs of a client or customer base.
• Evidence of success implementing standards that meet safety legislation, establishing systems and positive cultures.
• Excellent written and oral communication and organisational skills.
• A gift for solving problems and remaining flexible and calm under pressure.
• Computer literacy including Microsoft programmes, Teams and PowerBI.
• Ability to promote and represent our venue on shift and beyond.
• A commitment to leadership that encourages an open and welcoming workplace culture.

Desirable

• Experience of working in a theatrical, entertainment, hospitality or events setting.
• IOSH certificate and personal licence holder.
• First Aid at Work and Food Hygiene (Level 2/3) qualifications.
• Previous experience of till, stock control or incident reporting systems.
• Committed to raising the profile of our business within our local community and our company.
• A passion for live theatre and the arts.