Customer Experience Manager

The Harold Pinter, Duke of York and Playhouse Theatres are each recruiting for a Customer Experience Manager to join their vibrant theatre management teams.

The Ambassador Theatre Group (ATG) is the world’s number one live-theatre company with close to 50 venues in Britain, North America and Germany and an internationally recognised award-winning Theatre Producer with productions in the West End, on Broadway and touring productions in the UK, North America, Europe, Australia and Asia. ATG is also the market leader in Theatre Ticketing Services through ATG Tickets, LOVETheatre and Group Line. 

The Duke of York’s, Harold Pinter and The Playhouse Theatre form ATG London Playhouse venues. Each of these charming theatres house anywhere from 3 to 5 productions a year. This establishes a changing working environment and audience demographic. The three venues have enjoyed great success over the past 12 months. The Duke of York’s Theatre recently opened Home, I’m Darling following a sold-out run at the National Theatre. The Harold Pinter Theatre showcased an extraordinary season of Harold Pinter’s one-act plays, with the final instalment Betrayal about to open. Meanwhile Sharon D. Clarke blew audiences away at The Playhouse Theatre, giving the performance of a lifetime playing the title role in Caroline, or Change.

The Customer Experience Manager (CEM) will lead the Front of House (FOH) operation of the venue – focussing on premium customer service, maximising our food and beverage revenue and controlling costs. The CEM will be pivotal in ensuring our retail concepts and daily operations run efficiently whilst strategizing to unlock further potential and adapting to business needs. They will also be expected to provide regular training to all relevant departments to ensure that product knowledge is kept up to date.

This is a new position in each of the 3 venues and we are looking for dynamic individuals who are able to take ownership of the role. They should have a work ethic firmly rooted in ATG’s values:

Collaborative I Ambitious I Smart I Passionate

Person Specification

Experience of leading a team

Experience in managing performance

Excellent verbal and written communication skills

An innovative and confident decision maker

Experience of working in a fast paced environment, managing multiple objectives at once

Ability to be adaptable to prioritise and have focused time management

Passion for theatre and an ability to proactively engage with our company values and goals

Personal Licence and First Aid qualifications are desirable

Previous experience in the food and beverage industry