Deputy Customer Experience Manager

The Deputy Customer Experience Manager is responsible for supporting the Customer Experience Manager to lead a strong Front of House operation, ensuring that a cost-effective and customer-focussed range of services are consistently provided to the highest standards. You'll be working at the Palace Theatre and Opera House, Manchester, right in the heart of the city, with an exciting programme of shows and events ahead.

Key Responsibilities:

With the Customer Experience Manager, lead the Customer Experience Team to deliver a seamless Front of House operation

Contribute to the review of systems and processes so the operation can be flexed to help achieve greater profits

Ensure all shows are sufficiently staffed, whilst maximising all sales and keeping costs low

Ensure the Front of House operation is managed and presented to the highest standard and fully complies with Health and Safety, Licencing and Hygiene Rules and Regulations

Assist with the Duty Management of shows, and Duty Manage as necessary

To assist and, where necessary, take the lead on recruitment and selection of staff

Proactively contribute to the creation of opportunities to enhance the customer experience by initiating and undertaking specific improvement projects

Positively communicate with customers on all feedback received either in advance, during or after their visit

Lead the team in creating a strong customer centric culture

Work with central departments to ensure a premium offer is available for all customers

Assist in building relationships with both internal and external contacts, maintaining high levels of customer satisfaction at all times

Maximise sales and ensure all Key Performance Indicators are achieved which include but are not limited to Spend Per Head, Mystery Shopper Reports, Payroll Management and Stock Control

Manage FOH staffing levels in accordance with the venue budget

With the Customer Experience Manager, compile various sales reports and disseminate information across the organisation

Liaise with internal colleagues to ensure an excellent customer experience and maximise sales opportunities

Maintain excellent long term relationships with suppliers and help secure effective return on investment

Deputise for the Customer Experience Manager, and represent the department at key internal and external meetings

Manage and motivate staff as required, monitoring and appraising their performance and ensuring that they are appropriately trained and developed

With the Customer Experience Manager, represent the Theatre internally and externally to ensure effective communication and overall development

Maintain good relationships with other venues, including strategic collaboration and sharing best practice

Maintain positive client relationships with third party Producers and their representatives

Any other duties as reasonably requested

Person Specification:

Experience of leading a team to maximise sales and consistently achieve targets

Ability and confidence in managing a diverse team, treating differing views with discretion and diplomacy

Excellent verbal and written communications skills

Creative problem solver and confident decision maker

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

Proactive and flexible attitude, particularly in approach to working hours

Ability to effectively prioritise

Positive and solution-focused, with ability to think creatively to drive revenue and reduce costs.

Enthusiasm for/ interest in the theatre and the work of ATG, and ability to positively and pro-actively engage with all staff at all levels

Absolute attention to detail

IOSH, Personal Licence and First Aid qualifications are desirable

For further details, please refer to the job description.

ATG is an equal opportunities employer.