Operations & Customer Service Manager - Membership (Maternity Cover)

The Operations and Customer Services Manager will lead the operations for all BFI Southbank activities, including the BFI London Film Festival, ensuring the smooth coordination and timely delivery of services across the venue. You will be working closely with colleagues across the organisation and will be responsible for driving operational excellence and delivering an outstanding customer experience.

Contract type: Fixed term until 31 August 2027, 41 hours per week across Monday to Sunday (including 1 hour lunch break).

What you’ll do:

• Act as the final decision-maker when on duty as the Operational Manager with regard to licensing, Health & Safety, BFI procedures & legislation.
• Oversee the operation across multiple screenings, events and activities, ensuring that audiences and colleagues are communicated to clearly and that the daily schedule is managed and maintained.
• Manage operational standards across the building, checking that merchandising/displays and poster sites are up to date & presentable, and that customer information is relevant across printed material and digital displays.
• Oversee and ensure timely opening and changeover of screenings & events, that staff are on hand to deal with customers, ensure correct ticketing procedures and to manage any issues arising, such as house swaps, delays and technical issues.
• Work closely with Marketing, Membership & Systems colleagues to ensure the smooth running of the 25 & Under programme, ensuring ease of use, membership retention and driving upgrade sales to full membership.

What you’ll bring:

• Significant experience gained in a management or operations role in a mid-to-large-scale arts/cultural venue, or other customer facing/visitor-focused organisation.
• Proven people management skills, particularly leading and managing multiple operational teams, ensuring the effective delivery of services across a complex venue or programme of activity alongside experience of successful performance management, coaching and developing staff.
• Significant knowledge of health and safety legislation, risk management and operational compliance, with experience of acting as a senior decision maker during live operations.
• Ability to remain calm under pressure when leading and managing teams, and to assess risk, solve problems and respond effectively to operational issues and emergencies.
• Strong operational planning and organisational skills with the ability to coordinate multiple priorities, activities and stakeholders, alongside managing and meeting deadlines.

BFI support diversity and inclusion, and recognises the need to address under-representation within its teams. As such, BFI strongly welcomes and encourages applicants from our under-represented groups who identify as D/deaf and disabled and/or is Black and Global Majority. BFI guarantee a place in the first-stage selection process to under-represented groups who meet our minimum requirements.

The closing date for this position is 17/08/2026 at 23:59.