Operations & Customer Service Manager - Membership (Maternity Cover)

Fixed Term Contract until 31 August 2027

Full-time 41 hours per week across Monday to Sunday (including 1 hour lunch break)

Location: London, BFI Southbank

This role is onsite and part of a rota.

We are looking for an experienced Operations and Customer Services Manager to 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.

What you’ll do:

• Act as the final decision maker when on duty as the Operational Manager with regards 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 is able to assess risk, solve problems and respond effectively to operational issues and emergencies.
• Strong operation planning and organisational skills with the ability to coordinate multiple priorities, activities and stakeholders, alongside managing and meeting deadlines.

Benefits:

• 25 days annual leave (rising to 30 with service) + bank holidays + the option to buy up to 5 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 & Paternity leave.
• Complimentary tickets to BFI Southbank & IMAX screenings and events.
• Free BFI Player subscription + discount on BFI merchandise, and film tickets.

We support diversity and inclusion, and as an organisation recognise that we need to address under representation within our teams. As such we strongly welcome and encourage applicants from our under-represented groups; who identify as D/deaf and disabled and/or are Black and Global Majority. We guarantee a place at the first stage selection process to our under-represented groups who meet our minimum requirements.

Further details about the role, the BFI and our benefits can be obtained by visiting www.bfi.org.uk/about-bfi/job-opportunities.

The closing date for applications is 23:59 on Monday 17 August 2026.

First interviews will be held on Thursday, 27 August 2026 and Friday 28 August 2026.

Second interviews will be held on Tuesday 01 September and Thursday 03 September 2026.