Customer Experience & Engagement Manager

Kirklees Council; Kirklees; Sur place; GBP 36 000 - 39 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service leadership

Data-driven improvements

Stakeholder engagement

Excellent communication

Complaint systems

Travel to venues

Description du poste

We adopt a ‘name blind’ approach to shortlisting. Recruiting managers will not have access to personal information, including your name and contact details, until a shortlisting decision has been made - please note that this also includes any CV uploaded. Equality monitoring information is not accessible by recruiting managers at any stage.

Organisation

Kirklees

Location(s)

Across Kirklees

Directorate

Public Health and Corporate Resources

Service Area

Culture & Visitor Economy

Hours

37

Number of Jobs

1

Position type

Permanent

Grade

Grade 9

Salary

£35,570- £38,510

Advert Wording

Are you committed to delivering exceptional customer experiences and building meaningful engagement with communities? Do you thrive in a dynamic, multi-purpose venue environment? Are you passionate about live performance and events? If so, we’d love to hear from you!

About The Role

As Customer Experience & Engagement Manager, you will shape and elevate the audience journey across Kirklees' landmark performance venues and listed cultural buildings, including our historic Town Halls and community spaces. This role is pivotal in delivering outstanding experiences – from first point of contract, through to event delivery and beyond. You will manage front-of-house and sales teams, collaborating closely with operational managers and artistic stakeholders to uphold our brand standards, enhance service values and ensure every visitor feels welcomed. Bringing the magic of live performance to the communities of Kirklees.

Our Town Halls are at the heart of civic, cultural and commercial life, supporting the Council’s daily business and wider strategic goals.

This role sits within Corporate Strategy, Commissioning and Public Health, and offers the opportunity to make a real impact in how our venues connect with the people of Kirklees.

Key Responsibilities

• Lead and improve customer experience across all touchpoints, both online and in-person
• Collaborate on booking systems and implement transformation plans
• Design and deliver staff training for customer facing teams
• Monitor and develop membership schemes, VIP programmes, and mystery shopper initiatives
• Manage complaints processes and ensure timely, professional responses
• Support marketing campaigns and maximise sales opportunities
• Attend selected events to capture promotional content
• Collaborate on website content, event listings, and promotional materials
• Support audience development through email campaigns, social media, and community outreach

About You

We’re looking for a highly experienced, customer-focused leader who can inspire teams and deliver outstanding service.

Essential Skills & Experience

• 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 communication skills (written and verbal)
• Experience with customer complaints systems and service monitoring
• Ability to work flexibly and travel across venues

Interviews: Monday the 1st and Tuesday the 2nd of November at Huddersfield Town Hall

We are committed to safeguarding and promoting the welfare of vulnerable adults and children and young people and expect all staff and volunteers to share this commitment.

Closing date

13 October 2026, 11:55 PM