Audience Experience & Engagement Lead, Live Venues

Kirklees Council; Kirklees; On-site; GBP 36,000 - 39,000; Full time

Job summary

Kirklees Council is seeking a Customer Experience & Engagement Manager to shape the audience journey across its landmark venues and cultural buildings. You will lead front-of-house and sales teams, align with operational managers and artistic stakeholders, and uphold brand standards to ensure every visitor feels welcomed.

The role focuses on delivering outstanding experiences from initial contact through to event delivery and beyond, with a strong emphasis on audience development and community

Qualifications

• Proven experience in managing customer service and leading teams.
• Ability to turn feedback and data into actionable improvements.
• Strong stakeholder engagement and influencing skills.
• Excellent written and verbal communication.
• Experience with customer complaints systems and service monitoring.
• Flexible and able to travel across venues.

Responsibilities

• Lead customer experience across online and in-person touchpoints.
• Collaborate on booking systems and transformation plans.
• Design and deliver staff training for customer-facing teams.
• Monitor memberships, VIP programmes, and mystery shopper initiatives.
• Manage complaints processes with timely responses.
• Support marketing campaigns and maximize sales opportunities.
• Attend events to capture promotional content.
• Collaborate on website content, event listings, and promos.
• Support audience development via email campaigns, social media, and outreach.

Skills

Customer service leadership

Data-driven improvements

Stakeholder engagement

Excellent communication

Complaint systems

Travel to venues

Job description

Kirklees Council is seeking a Customer Experience & Engagement Manager to shape the audience journey across its landmark venues and cultural buildings. You will lead front-of-house and sales teams, align with operational managers and artistic stakeholders, and uphold brand standards to ensure every visitor feels welcomed.

The role focuses on delivering outstanding experiences from initial contact through to event delivery and beyond, with a strong emphasis on audience development and community