Head of Customer Experience and Operations - Derby Theatre

About The University

We have one simple promise – to make a positive impact. Through our ground‑breaking research, teaching excellence and commitment to sustainable living, we are changing lives for the better. The University of Derby is a modern university with a modern outlook. Everything we do is driven by delivering excellence and opportunities for our students, our staff and our region. We have some of the best university facilities in the UK and achieve outstanding results for our teaching and research. We were awarded Gold in the prestigious Teaching Excellence Framework (TEF) 2023 – making us one of the top universities in the country recognised for its outstanding student experience and outcomes. Financially strong and seriously ambitious we offer our employees an inclusive culture that centres itself around staff wellbeing, where you can be confident you will receive all the help and encouragement you need to build a rewarding career with lots of opportunities to enhance your skills.

About The College/Department

At Derby Theatre, we are a charity and a National Portfolio organisation for Arts Council England, and we’re known for artistic excellence. We’re committed to education, and we believe that theatre can change your life. Previously Derby Playhouse, we have a long and important theatrical history. As Derby Theatre, we work in partnership with the University of Derby and are a home for higher education students. We produce new plays and projects, collaborate with artists and local people, and offer training for young people too, with opportunities for learners of all ages. It’s all about empowering people to tap into their potential and achieve.

About The Role

Join Derby Theatre’s senior management team and play a pivotal role in shaping exceptional visitor experiences. As Head of Customer Experience & Operations, you’ll lead the strategic design and delivery of our audience journey while driving commercial growth through secondary spend, conference hires and other revenue‑generating opportunities. This is a key leadership position ensuring Derby Theatre remains safe, welcoming and financially sustainable, while championing our vision as a Learning Theatre. You’ll oversee food and drink services, front‑of‑house operations, premises and security – creating an environment where every visitor feels valued and inspired.

Principal Accountabilities

• Develop, evolve and implement Derby Theatre's commercial strategy, identifying new income streams and opportunities.
• Lead cross‑functional planning to create integrated commercial offers.
• Develop, promote and manage catering, conference hires and other revenue‑generating activities to maximise turnover, gross profit margins and overall profitability.
• Develop business plans and models that support the delivery of the Theatre’s Business Plan, providing insightful reports and recommendations for operational improvements and growth.
• Monitor and report on Key Performance Indicators (KPIs) such as yield per visitor, conversion rates, event occupancy and ancillary income per event.
• Responsible for achieving agreed revenue targets across retail and hospitality commercial channels.
• Lead the visitor experience, empowering staff to deliver exceptional standards of customer service to all visitors, including front‑of‑house, backstage and staff areas.
• Oversee customer service teams, guiding performance and process improvements.
• Ensure the theatre is safe, clean and welcoming to all, always.
• Ensure the maintenance and repair of furniture, fixtures and fittings within the front‑of‑house areas.
• Be a lead advocate for access and inclusion at Derby Theatre, driving best practice and innovation.
• Develop and implement strategies to enhance accessibility for all visitors, ensuring compliance with relevant legislation and promoting a culture of inclusivity.
• Plan the operation of the theatre and customer experience team to ensure the security and wellbeing of staff, customers, assets and resources.
• Develop and implement business continuity plans and major incident procedures, including establishing the theatre’s compliance with Martyn’s Law.
• Ensure health & safety, food hygiene, licensing, security, accident/incident reporting and insurance requirements are implemented, tested and reviewed.
• Working with the University of Derby Estates Team, ensure compliance with all statutory requirements relating to the building and operations.
• Manage delegated contractor and SLA relationships, ensuring value for money and service quality.
• Ensure emergency policies and procedures are monitored, reviewed and updated as necessary, and conduct training and drills as required.
• Manage budgets, ensuring spending limits are observed and best value is achieved, and ensure day‑to‑day financial practices comply with financial procedures.
• Play a key part in the annual budget setting process and monthly forecasting.
• Actively promote and embody the values and mission of the Learning Theatre, and support Derby Theatre's role as a learning environment.
• Lead and facilitate learning opportunities and provide operational support to assigned learning productions and projects and engage with the University of Derby’s theatre‑related higher education provision.
• Proactively implement green policies and practices across the department.
• Advocate for and actively contribute towards the Equalities, Diversity and Inclusion strategy and implementation of plans.
• Contribute to the overall development of the organisation, keeping up‑to‑date with industry best practice.
• Carry out appraisals for your assigned team members and recommend development opportunities.
• Take an active role in the team, and attend team, departmental and cross‑organisation meetings as required.
• Ensure that Derby Theatre's policies, procedures and values are observed in every area of the department's work.
• Act always in the best interests of Derby Theatre, always protecting intellectual property and confidential information.
• Carry out any other duties as may reasonably be required from time to time, commensurate with the level of the post.

Person Specification

• Holds personal licence or has ability to achieve one within six months.

• Demonstrable experience in running commercial trading operations, e.g., catering or retail, including budget preparation, forecasting and financial reporting, with a proven ability to drive revenue growth and profitability.
• Proven experience of working to and exceeding income targets, with a strong understanding of financial management principles and practices.
• Experience in team and stakeholder leadership across commercial and operational planning.
• Advanced financial and budget management experience, with a working knowledge of complex financial systems and the ability to analyse and interpret financial data to inform strategic decision‑making.
• Substantial building/venue management experience, including facilities maintenance.
• Demonstrable experience in a similar operational role at senior management level in a theatre or arts organisation, with a track record of achieving significant operational improvements and strategic objectives.

• Genuine enthusiasm for theatre and commitment to supporting the learning and educational programmes at Derby Theatre, and a deep understanding of the Learning Theatre model and its implications for operations.
• Excellent attention to detail and a meticulous approach to all aspects of the role, with a focus on ensuring the highest standards of quality and accuracy.
• Track record in delivering multi‑channel income growth.
• Financial literacy (budget and P&L management).
• Exceptional communication skills with the ability to effectively communicate complex information to a variety of audiences, including senior management, staff and external stakeholders.
• Excellent organisational and time‑management skills, with a proven ability to manage multiple priorities, delegate effectively, and meet tight deadlines in a fast‑paced environment.
• Demonstrable knowledge of access issues in venues and a demonstrable track record of developing and implementing innovative access provision strategies.
• Sound knowledge of relevant legislation and regulations, including health and safety (H&S), fire safety, licensing, security and Environmental Health/food safety, with a proven track record of ensuring compliance and implementing best practices.
• Proven leadership skills, with substantial experience of managing and developing frontline teams, including performance management, training and development, with a focus on fostering a high‑performance, customer‑focused culture.
• Demonstrate values in line with Derby Theatre: exciting, inclusive, empowering, welcoming, caring.
• A flexible approach to working hours and a strong commitment to supporting a positive work‑life balance for all staff, with experience in implementing flexible working policies and practices.
• A proactive, ‘can‑do’ attitude to work, with a proven ability to drive continuous improvement and innovation in operational practices.

• Completed DBS check.
• Generally office hours but some evening and weekend work will be required to support the service.

• Leadership and Management Qualification, such as ILM or CMI Level 5.
• IOSH Leading Safely, or similar.
• Knowledge of Human Resources (HR) procedures and recruitment, including employee relations, performance management and employee development, with experience in managing complex HR issues.

Benefits

Please refer to the job description for Derby Theatre benefits. Please note benefits from the University of Derby do not apply.

Key Contact

For further information and informal enquiries regarding the role, please contact Iain Hayes, Executive Director via I.hayes2@derby.ac.uk. For enquiries regarding your application and for sponsorship eligibility, please contact the recruitment team via recruitment@derby.ac.uk.

Important Information

Visa Sponsorship Eligibility: Derby Theatre is unable to sponsor the employment of international workers under the Skilled Worker route for this role; however, applications are welcome from candidates who can demonstrate an alternative right to work in the UK.

DBS Check: If you are successful, you will be required to undertake a Disclosure and Barring Service (DBS) check. Any information you provide will be treated in confidence and only used when considering your suitability for the post. To enable us to process your DBS check please ensure you are able to supply the documentation listed on the DBS website at interview stage.

Equity, Diversity and Inclusion: At Derby Theatre we aim to actively champion and celebrate diversity in all its forms. We are committed to equality of opportunity for all of those we work with and applications from individuals are encouraged regardless of age, caring responsibilities, disability, gender, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sexual orientation. We positively encourage disabled people, people of African or Caribbean heritage, South Asian heritage, East Asian heritage, West Asian heritage, Central Asian heritage, South East Asian heritage and people of Middle East and North African heritage and those who have experienced racism.

Environmental Sustainability: At the University of Derby, we are passionate about embedding sustainability into everything that we do. We aim to bring environmental sustainability into all aspects of the University, including teaching, research and operational activities. In line with the University's strategic framework, we expect all our staff to embed sustainability into their working practices and support the University's objective to reach net zero carbon by 2050.

Potential Interview Date: 25/02/2026