Operations & People Manager in Ascot

Founded in 2007 by Mike and Alison Battle, Lapland began with a simple but powerful purpose: to honour the wonder of childhood at Christmas. Frustrated by the poor quality of festive experiences available for their own four boys, the Battles set out to elevate this moment of childhood and reimagine the Father Christmas myth through original storytelling, meticulous set design, and emotionally resonant live theatre.

Their ground-breaking immersive show opened in 2007 and immediately captured the attention and hearts of parents nationwide. Powered by their purpose, the couple partnered with Hollywood set designers and West End performance professionals to produce an experience of unprecedented quality and detail. With an NPS of 72 (outperforming industry icons in the entertainment space), Lapland’s customer loyalty is second to none and has now welcomed nearly 2 million ‘believers,’ with tickets selling out on release for what the press now terms ‘the Glastonbury of Christmas’.

In 2024, Lapland’s eCommerce revenues grew tenfold, driven by the launch of magical at-home products like personalised Letters from Lapland. In 2023, Lapland launched its first podcast, Elfcast, which achieved No. 1 in the UK Family Charts and ranked in the global top 10 over Christmas. With plans to expand into audio and content year-round, our IP and characters are reaching audiences in new and emotionally resonant ways.

With immersive Live experiences, high-growth eCommerce, and a rapidly expanding original content, Lapland is on a mission to become the definitive global Christmas brand anchored in belief, storytelling, and the enduring magic of childhood.

The People Operations Manager role is an extremely important role for the company and a great opportunity for a caring and passionate People Operations Manager to join a friendly, progressive team of talented individuals in a fast-paced and collaborative environment.

As the People Operations Manager – Ascot at Lapland UK, you will play a pivotal role in shaping our company culture and ensuring the success and well-being of our seasonal team members. You will be responsible for overseeing all aspects of human resources and people operations for the Ascot live show, with a focus on recruitment, employee engagement, reward & recognition during the live shows.

This role will report into the People Operations Manager (Head Office), requiring a proactive individual who can foster a positive and inclusive work environment where everyone can thrive and share the same company-wide goal.

The People Operations Manager (Ascot) is responsible for the seasonal workforce for the Ascot live show, covering all departments and leading the pre-event work on recruitment & training, moving into on-site management & delivery. Driving the recruitment strategy for the event season, working closely with the resourcing team, and ensuring a seamless recruitment process and hitting target numbers on a weekly basis.

• TALENT ACQUISITION & RECRUITMENT
• Manage the end-to-end recruitment process for the seasonal workforce, from processing candidates to conducting interviews and making offers.
• Sift & schedule interviews for key management positions in conjunction with Heads of departments.
• Collaborate with hiring managers to identify staffing needs and ensure timely fulfilment of positions.
• Conduct regular surveys and feedback sessions to gauge employee morale and identify areas for improvement.

• PERFORMANCE MANAGEMENT
• Implement performance management systems and processes to evaluate employee performance and drive continuous improvement.
• Provide coaching and support to managers on performance-related issues, including goal setting, feedback, and performance reviews.
• Identify opportunities for professional development and training to help employees reach their full potential.

• HR POLICIES & COMPLIANCE
• Maintain HR policies and procedures in compliance with legal requirements and industry best practices.
• Serve as a resource for employees on HR-related matters and provide guidance on policy interpretation and compliance.
• Address queries, escalating as needed to the Head of People Operations.
• Ensure HR policies are applied and supervise the event HR team for compliance.
• Act as the first point of escalation for HR or other departmental managers, working with an external HR Advisor where extra support or guidance is needed.

General understanding of common HR rules & requirements relating to temporary workers. Previous experience working in a People Operations or Workforce role within events, theatre or visitor attraction environment. Comfortable with being first point of contact for employees in person and online, often handling multiple tasks simultaneously. Proficient in Windows & Microsoft applications, as well as comfortable using various staffing & scheduling systems. Experience in payroll, scheduling, and management of teams. Experience in drafting and reporting, analysing documents and managing suppliers/contractors.

Working with us means being part of a dynamic environment where collaboration brings out the best in everyone, diverse talents converge, and innovation thrives. Our commitment to excellence ensures that every team member is dedicated to achieving the highest standards, contributing to a workplace culture that values continuous improvement and outstanding results.

We are in service to belief. Flexible hybrid working (weekly assessment centre sessions at Camberley Theatre from mid-August, with working from home on the other days; Holiday paid at the end of contract. Free daily on-site meal once based on-site for the live show. Staff car parking & shuttle bus service from Ascot Train Station to site.

We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.