Head of Venues & Systems Operations – Interim

The BFI is recruiting for an experienced Head of Operations who will oversee the day to day running of BFI Southbank and BFI IMAX operations. In addition, the role will oversee the Systems Team, ensuring the successful programming of BFI Southbank and BFI IMAX’s ticketing and retail systems.

What you’ll do

• Lead on operational activity across BFI venues ensuring the best customer journey, compliance and standards.
• Ensure the smooth running and response to ad hoc adverse events (short or long term) and lead on the coordination of on-site activity across departments to ensure that any impact on visitors is managed safely & effectively.
• Deliver leadership and day-to-day management of the BFI customer facing teams both in-venue and externally for Southbank, IMAX and Festival programmes, ensuring clear planning maximising income generation.
• Manage the BFI’s Ticketing Systems, both in venue and externally to deliver a seamless ticketing journey across all BFI endeavours including BFI Southbank, BFI IMAX, BFI Flare, BFI London Film Festival and associated Festivals.
• Manage the BFI’s Membership, Ticketing and Retail Systems, working closely with relevant departments to deliver the operational & functional processes to drive acquisition and retention campaigns that deliver year on year growth and achieve targets.
• Act as a Duty Manager where necessary and cognisant of all relevant processes and procedures and to work with the managers across the department to develop, review and train relevant procedures.

What you’ll bring

• Experience gained in a mid-to-large scale arts/cultural venue, or other visitor-focused organisation.
• Demonstrable knowledge and understanding of current best practice in the provision of comparable visitor-based services.
• Experience of building robust and accurate visitor services systems and structures, including ticketing, membership and people rostering.
• Proven excellent and extensive people management skills and experience, with the ability to inspire confidence and credibility at all levels of the operation.
• Ability to manage multi-site teams and ensure continuity, whilst recognising operational and culture differences.

Benefits

• 25 days annual leave (rising to 30 with service) + bank holidays + the option to buy up to five extra days of annual leave.
• Additional paid time off between Christmas and New Year.
• BFI pension scheme with 5% employer contribution.
• BFI Childcare Scheme, where we contribute to childcare costs.
• Enhanced pay for maternity and paternity leave.
• Complimentary tickets to BFI Southbank & IMAX screenings and events.
• Free BFI Player subscription + discount on BFI merchandise, and film tickets.

The BFI supports diversity and inclusion and recognises the importance of addressing under-representation within its teams. Applicants from under-represented groups are welcome and encouraged; those who identify as D/deaf and disabled and/or are Black and Global Majority are particularly invited. The BFI guarantees a place at the first stage selection process to candidates from these groups who meet the minimum requirements of the role.