Assistant Customer Experience Manager

Ambassador Theatre Group; Woking; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading live entertainment organization is seeking an Assistant Customer Experience Manager in Woking to support the management of a strong Front of House operation. You will lead a team to deliver exceptional service, driving venue profitability while ensuring customers consistently receive an excellent experience. The role involves building a positive culture and managing key relationships with various stakeholders.

Qualifications

• Experience in a customer-focused environment.
• Strong leadership and team management skills.
• Ability to develop and nurture a multi-skilled workforce.

Responsibilities

• Assist in leading a team that delivers and exceeds targets.
• Build a positive and customer-focused culture within the FOH team.
• Ensure customer satisfaction is a top priority.
• Build and protect relationships with customers and suppliers.

Skills

Leadership

Customer service

Team management

Cost management

Job description

Assistant Customer Experience Manager

ATG Entertainment is proud to stand at the forefront of the live entertainment industry.

Our expertise and capabilities enable producers and other creatives to bring their visions to life and create unforgettable performances for audiences, presented in our landmark venues and delivered with exceptional hospitality.It is the passion of our teams, that cover every discipline across the live entertainment industry, that underpins our continuing strategic growth and success.

The Ambassadors Woking offers a world of entertainment under one roof, right in the heart of Surrey. The New Victoria Theatre opened in 1992 and is firmly established as one of the most beloved theatres in the South East. Boasting state-of-the-art facilities, excellent acoustics and clear sight lines it has hosted first-class performances from the Royal Shakespeare Company, the National Theatre, Matthew Bourne and a number of hit shows direct from the West End. The Rhoda McGaw Theatre caters for Woking's many community groups, societies, semi-professional and professional content. It has a varied programme of entertainment throughout the year including musical theatre, comedy, opera, dance, drama and youth performances. Nova Cinema is Surrey’s go-to destination for the ultimate cinema experience. With hand-picked programming and all the latest releases, it has seven stylish screens (including one luxury screen), an elegant full-service bar and a suite for community and business hire.

You’ll report to the Customer Experience Manager and Deputy Customer Experience Manager, and be responsible for the Front of House team. You’ll also work closely with visiting company managers, suppliers and other ATG venue staff members. The Assistant Customer Experience Manager is responsible for supporting the Customer Experience Management department to lead a strong Front of House operation, ensuring that a cost effective and customer focused range of services are consistently provided to the highest standards :

Responsibilities

• Costs - To assist in leading a team that will deliver and exceed targets; and proactively contribute to the venues profitability by initiating ideas, systems and projects which will maximise sales and minimise costs.
• Culture – To assist to build a positive, forward thinking, innovative and customer focused culture within the FOH team and to develop and nurture a strong multi-skilled and adaptable workforce.
• Customer – To ensure the customer is at the centre of everything we do, and that the wider team have a continuous awareness of, and will, to deliver and exceed all customers’ expectations.
• Ambassador – To help build and protect key relationships with Customers, Promoters, external suppliers and internal colleagues.