Customer Experience Manager, The Green in London

You’ll report to the Theatre Manager and be responsible for our Deputy Customer Experience Manager and all Customer Experience team members. You’ll work closely with your Head of Department peers in the venue across all operational, risk management, budgetary and cultural matters, and communicate regularly with central teams, particularly Hospitality / Food & Beverage and Procurement.

Working at Richmond Theatre, a 126‑year‑old venue that hosts plays, musicals, dance, opera, talks and the annual pantomime, you will lead all food and beverage operations, set the service strategy and establish a vibrant, positive culture within your dynamic team. You will act as duty manager for a number of performances during the week and lead responsibility for the day‑to‑day operations of the department, meeting and exceeding targets to deliver a profitable F&B operation. This role is challenging and requires an individual with tenacity and experience across retail and F&B operations. You will ensure our bars, Ambassador Lounge and service standards stay ahead of the game, encouraging innovative ideas to drive revenue. You’ll be analytical, using data to inform decision‑making and further drive sales and realise untapped revenue potential, while developing and implementing strategic decisions and creativity across the department, leading and inspiring your team to deliver an outstanding customer experience.

Key responsibilities

• Line‑manage the Customer Experience team, leading on their development and monitoring performance.
• Work with the team to maximise revenue and ensure KPIs are achieved, including gross profit per admit, payroll management, customer service survey responses and stock control.
• Duty‑manage performances as operationally necessary and oversee the rota, including fulfilment and office duty management.
• Establish strong working relationships with other venues and central departments, including strategic collaboration and sharing best practice.
• Nurture relationships with internal teams, inter‑departmental relationships and positively work with resident and third‑party producers.
• Manage external merchandise for shows, working in partnership with producers and promoters.
• Ensure the Front of House operation is managed and meets the highest standards, while being fully compliant with ATGE and external Health & Safety, Licensing and Food Hygiene rules and regulations.
• Assist in planning and executing marketing, advertising and promotional activities related to F&B and service initiatives with the Venue Marketing and Ticketing teams.
• Manage Customer Experience recruitment, in line with company policy and rotas, to ensure all shows are staffed appropriately.
• Ensure front‑of‑house and security staffing levels are appropriate to optimise revenue while staying within cost budgets.
• Manage all stock levels and storage within the stipulated areas, overseeing audits and external assessments.
• Compile reports and data tracking, and disseminate the information to appropriate parties.
• Ensure accurate completion of daily sales documentation, stock ordering and purchase order system use, and maintain a working knowledge of till systems.
• Take the lead on harnessing company developments when it comes to data and dashboards to make smart decisions about stock, customer preferences and implementing change to improve service.
• Promptly act on customer and staff feedback, utilising avenues such as team meetings, employee council notes, the Hub, social media, and post‑visit surveys.
• Manage communication alongside the Marketing & Communications team regarding customer feedback received, ensuring continuous improvement.
• Liaise with visiting production personnel as appropriate to meet their needs.
• Support other colleagues in delivering initiatives, including private event hires, team training and Inspire / Creative Learning events.
• Whilst we are a cashless site, ensure responsible management of venue takings and oversight of cash when present onsite, e.g. charitable collections.
• Take responsibility for setting the tone for the department and ensuring the highest standards are maintained, from Risk Management System paperwork to bar cleanliness to service friendliness.
• Represent the Customer Experience department at key internal and external meetings.
• Ensure the FOH team works in line with ATGE’s values and embraces the fast‑paced nature of the venue.
• In line with the business plan and budget, develop strategies to provide a first‑class audience experience.
• Manage the implementation of new concepts with the Food & Beverage / Hospitality central teams and venue teams.
• Lead on Risk Management and service training for your team, tailoring it to the dynamic cohort and meeting audit expectations.

Essential qualifications

• Experience of managing a large team to achieve targets and KPIs.
• Understanding of financial management and budget planning.
• Proven experience of defining a sales strategy that meets evolving customer needs.
• Evidence of implementing standards that meet safety legislation, establishing systems and a positive culture.
• Excellent written and oral communication and organisational skills.
• A gift for solving problems and remaining flexible and calm under pressure.
• Computer literacy including Microsoft programmes, Teams and PowerBI.
• Ability to promote and represent the venue on shift and beyond.
• A commitment to leadership that encourages an open and welcoming workplace culture.

Desirable qualifications

• Experience in a theatrical, entertainment, hospitality or events setting.
• IOSH certificate and personal licence holder.
• First Aid at Work and Food Hygiene (Level 2/3) qualifications.
• Previous experience of till, stock control or incident reporting systems.
• Committed to raising the profile of the business within the local community.
• A passion for live theatre and the arts.

We are a Disability Confident Employer and encourage applications from all backgrounds.

Salary: £35,000