We are most famous for our award-winning event, buried deep in the Crown Estate near Ascot. 17 years ago, Mike & Alison Battle created the event out of their own desire to take their children somewhere that would celebrate the pure, commercially unsullied, magic of Christmas. Now, with the help of Hollywood set-designers, West-End actors and more than a sprinkling of magic, the event is keeping the magic of Christmas alive for thousands of children every year.
LaplandUK celebrates and honours the values, imagination and wonderment of childhood through our magical world, rich storytelling and immersive memory making experiences.
This is an exciting period of growth for us, as we look for new ways to bring the Lapland experience to a global audience through media, publishing, live shows and eCommerce channels.
Role Overview
The Event Controller is accountable for overseeing the delivery of the entire show and ensuring that all departments work cohesively together onsite. The role will report directly into the Live Show Operations Manager and will involve working closely and cohesively with each of the Area Managers. This multi-faceted role requires a strong balancing of the demands of people management and protecting the guest experience, whilst also delivering an efficient and safe operation.
The role consists of delivering the operational processes across the site which are aligned with the SOP’s and overall Event Management Plan, communicating any feedback with procedures from guests and staff to stakeholders for approval.
Key Responsibilities
- On a rostered basis, work as the Event Controller for the live period of the event, to coordinate and ensure a safe and world-class experience.
- Delegate responsibilities (but never overall accountability) as necessary to achieve the show’s KPI’s and objectives under the remit from the Management team.
- Drive and maintain a consistent NPS across the event, monitoring department-level performance and proactively reporting on any departments not achieving NPS at the expected level to the Live Show Manager
- Monitor queue times, travel times and show times throughout each operational day, flagging any inconsistencies or deviations to the Live Show team promptly
- Authentically lead the various teams onsite by positive example and outstanding energy.
- Proactively and systematically monitor, measure and report on show readiness and operations.
- Maintain thorough and accurate operational logs throughout each shift, capturing incidents, guest feedback, staffing issues, and any deviations from SOPs, ensuring all records are complete and ready for escalation
- Ensure a consistent and accurate daily report at the end of each day to the Live Show Manager, clearly summarising operational performance, recurring issues, and any actions taken or required
- Take full ownership of emergency procedures onsite, acting as the senior lead in any emergency situation , ensuring all teams are trained, briefed, and able to respond swiftly and effectively in line with the Event Management Plan and relevant SOPs.
- Act as the conduit between the onsite operation and the Live Show Management Team proactively reviewing feedback and directives received, and ensuring that any changes or improvements requested by Head Office are communicated, implemented, and followed up in a timely manner
- Treat the daily log-report-implement cycle as a core accountability of the role, identifying issues on the ground, escalating them accurately and promptly, and closing the loop by executing the resulting guidance or changes from Head Office
- Ensure that suppliers are adhering to Service Level Agreements and are following LUK Standard Operating Procedures.
- Coordinate site teams and champion a collaborative culture.
- Ensure that all communications are cascaded promptly and effectively across site.
- Senior escalation point for any complaints or issues on site.
- Act as a champion for the ‘Lapland Accessibility and Inclusion’ policies, working with colleagues and direct reports to ensure all are trained and working in accordance with the relevant processes.
- Attend to and follow upon guest feedback, working closely with the Area Managers within each Act and other relevant stakeholders to proactively address recurring problems.
- Deliver daily briefings to all management teams at 9am each operational day, communicating key safety, operational, experiential and departmental information in a timely manner.
- Chair weekly meetings with all Heads of Department to review performance, address recurring issues and align on priorities for the week ahead.
Team Management
- Work closely alongside all direct reports to ensure that any reoccurring issues are pro-actively addressed and dealt with.
- Establish, lead and maintain a professional and positive working culture, acting as a role model.
- Always provide support and guidance for direct and indirect reports.
- Ensure a high level of morale across all teams.
- Ensure that team attendance is high, managing absence in a timely and effective manner in accordance with company policy.
- Manage poor performance in a timely and effective manner,in accordance with company policy.
- Recognise and promote good performance and attendance.
- Work with People Operations on any recruitment requirements during the live event.
Training
- Deliver pre-approved training courses to both new and existing staff before and during the event.
- Attend ‘Train the Trainer’ courses (and other required training courses) as determined by the business.
- Ensure a positive attitude and approach to training, with a willingness to learn and adapt as required by the business.
Note : Training dates are to be confirmed but will begin in October.
Required Experience
- Minimum five years experience working in Event Management.
- Strong people management experience, with experience co-ordinating large teams within a guest-facing operation.
- Demonstrable experience managing emergency procedures and acting as a senior decision-maker in high-pressure or crisis situations.
- Proven ability to maintain accurate operational logs, produce daily reports and implement directives from senior stakeholders in a fast-paced live environment.
- Strong understanding of reporting procedures to ensure safe operational practices and maintain high front of house standards.
- Working knowledge of best Health and Safety practices.
- Excellent communication, interpersonal and diplomacy skills.
- Able to manage your own workload and enjoy working to pressurised deadlines, whilst maintaining effective prioritisation skills.
- Bright with a strong sense of initiative.
- Confident with technology.
- Ability to think both creatively and pragmatically to solve issues and establish improved systemisation.
- Composed mindset able to reframe and focus in a crisis.
- Desire to drive continuous improvement across the event management.
- Flexibility of approach to working environment needs.
- Ability to work well in a team environment.
- Diligent and tenacious with a strong desire to succeed and help others to do so.
- Positive attitude throughout to ensure a good morale is sustained onsite.
- Organisational skills and attention to detail.
- Catering: One meal per day provided
- Accommodation provided if needed or £25 towards travel
Shifts & Availability
as you will be working on a rota basis with the other Event Controller's, good availability between October 2026 - December 2026 is essential.
Training and Build period on-site
October TBC
Live Event Period
7th November - 24th December
WHAT YOU’LL RECEIVE
- Free hot meal each shift
- Shuttlebus from local Train Station to event site.
Customer Facing Role Requirements Where the Worker is in costume, will be expected to:
- Remove all jewellery and piercings (no clear replacements) - this includes tooth gems/grills.
- Have neatly groomed, natural coloured hair, and as an elf, have all long hair in plaits.
- If worn, religious head coverings must be a neutral colour of brown, beige, or navy.
- Arrive on shift with none or natural make-up (foundation if worn must look like your natural skin tone); minimal mascara, no false eye lashes and no false or painted nails.
- No tattoos are permitted from the collar bone up for all customer facing roles. In addition, no tattoos are permitted below elbow for Food & Beverage, and 2 inches below elbow for all other customer facing roles on site
- Leave all watches, including smart watches and phones securely in your locker.
Where is LaplandUK?
Lapland Manchester is based at Capesthorne Hall, Congleton Road, Macclesfield, SK11 9JY.
