Customer Experience Manager, Woking Theatres & Cinema, Peacocks Centre

We’re looking for a dynamic, innovative, and inspirational team leader, who has experience of working in a commercial environment and a desire to exceed targets while providing exemplary customer service to all our visitors. This is a revenue and customer experience focussed hospitality role which requires the positive motivational approach of a retail and hospitality professional. A key operational player in the development of our growth plan as we expand the activities and initiatives we deliver for our audiences.

You’ll report to the Head of Operations and be responsible for the Deputy Customer Experience Manager, with oversight of the Customer Experience Team including Duty Managers, Supervisors and Team Members. You will collaborate closely with colleagues across all departments to support the effective delivery of performances, cinema operations, events and wider commercial activity. This post will comprise a mix of day, evening and weekend work and is based at Woking Theatres & Cinema in Woking.

Primarily you are a strong retail focussed professional, with strong people and organisational skills able to work in an agile and target driven environment.

• Line manage members of the Customer Experience Team, leading on the development, monitoring performance and ensuring their health and wellbeing at work remains a priority.
• Manage HR administration within the department, with support from the Venue Administrator and CEx management team, including personnel information, payroll processes, policy training, awareness and adherence.
• Prioritise internal communications to ensure Team Members are informed of audience, operational and commercial objectives.
• Oversee the Customer Experience and Duty Management rota to ensure appropriate staffing across performances, cinema activity and wider venue operations.
• Ensure the Customer Experience Team remain fully compliant with Health & Safety, Licensing and Food Hygiene legislation and procedures.
• Act as a key-holder for the venue, attending callouts where applicable.
• Act as a Risk Champion and contribute to the venue Risk Team, ensuring the Risk Management System remains compliant and up to date.
• Act as an Access and Diversity Champion, supporting the venue’s commitment to accessibility, inclusion and audience development.
• Assist in the development, planning and delivery of marketing, advertising and promotional activity alongside venue marketing and central Hospitality teams.
• Support the operational delivery of security provision for performances and events, working collaboratively with Duty Managers, operational teams and external providers to ensure safe and effective audience management.
• Support the delivery and development of venue hospitality, retail and guest experience initiatives to drive commercial performance and customer satisfaction.
• Work collaboratively with colleagues across departments, including cinema and events operations, to support a consistent and high-quality guest experience across all venue activity.

• Implement new initiatives with agility and innovation to support revenue growth, commercial performance and customer experience improvement.
• Lead and support the Customer Experience Team to maximise revenue opportunities and achieve key performance indicators (KPIs).
• Use data, reporting and operational insight to inform decision‑making, maximise income, control costs and maintain high service standards.
• Support the effective management of retail, hospitality and merchandise operations, including internal and external stock control and reporting.
• Ensure card handling procedures are adhered to, with any discrepancies investigated thoroughly and appropriately.
• Ensure accurate reporting, completion of sales documentation, stock ordering and purchase order processes.
• Oversee stock management processes and storage facilities to ensure effective control, organisation and compliance.
• Work collaboratively with venue departments, including cinema and events operations, to identify opportunities for commercial growth and operational efficiency.
• Contribute to the planning and delivery of initiatives that enhance guest experience, increase spend per head and support wider venue business objectives.

• Develop and implement strategies that deliver an exceptional and inclusive customer experience across all areas of the venue.
• Ensure audiences, visiting companies, partners and backstage guests receive a welcoming, professional and high‑quality experience throughout their time at the venue.
• Promptly respond to customer and team feedback, taking appropriate action to continuously improve service standards and operational delivery.
• Build positive working relationships with visiting production personnel and partners to ensure operational needs are met effectively and collaboratively.
• Support the delivery of a consistent guest experience across performances, cinema activity, events, Creative Learning projects and wider venue initiatives.
• Work collaboratively across departments to identify opportunities to enhance accessibility, audience engagement, operational efficiency and commercial performance.
• Lead by example in creating a customer‑focused culture that promotes professionalism, inclusivity and continuous improvement.

We welcome transferable skills from other industries. If you can demonstrate many of the essential skills, qualities and experience we encourage you to apply. We are able to provide training where necessary.

• Significant experience delivering strong commercial performance within a fast‑paced customer‑focused environment.
• Demonstrable leadership, people management and team development skills.
• Proven ability to lead initiatives from concept through to successful delivery and measurable outcomes.
• Experience working within a complex, agile and operationally driven environment.
• Strong communication and relationship‑building skills, with the ability to work collaboratively across departments and with external stakeholders.
• Ability to use data and operational insight to support decision‑making, drive performance and identify opportunities for improvement.
• Strong organisational skills with the ability to prioritise effectively and manage competing operational demands.
• Commitment to delivering high standards of customer experience, accessibility and operational compliance.

• Experience working within live entertainment, hospitality, cinema, retail or events environments.
• Experience managing operational delivery across multi‑use or customer‑facing venues.
• Knowledge of Health & Safety, licensing and venue compliance requirements.
• Experience working with rotas, payroll processes, staffing budgets or KPI reporting.
• Understanding of stock control, retail operations or hospitality performance management.
• Experience supporting cross‑department operational planning and delivery.

We are a Disability Confident Committed Employer and we are committed to providing a supportive and accessible workplace. If you would like to discuss accessibility prior to applying, please email.