Customer Experience Manager

ArtsHub Australia Pty; East Midlands; Remote; GBP 32,000 - 45,000; Full time

Job summary

Royal & Derngate is seeking a Customer Experience Manager to lead a welcoming and inclusive customer journey across Royal & Derngate and Northampton Filmhouse. You will oversee Front of House operations, ensuring venues are safe, well-presented and ready for every performance and event, while maintaining a visible presence and championing hospitality.

You will lead, support and develop colleagues and volunteers, delivering high service standards and resolving operational challenges.

Qualifications

• Significant customer-facing management or supervisory experience in entertainment, hospitality, leisure, cultural or visitor environments.
• Experience leading and motivating teams in fast-paced operations.
• Experience delivering consistently high customer service standards.
• Experience dealing professionally with diverse customers.
• Experience resolving challenging situations and customer issues.
• Experience of working with EPOS/till systems.
• Experience managing or supporting volunteers and/or casual staff
• Experience working evenings, weekends and busy periods.
• Experience managing income and expenditure against budgets or targets and acting on variances.
• Please follow the link for the full Job Description & Person Specification.

Responsibilities

• Customer Experience: Deliver welcoming, inclusive and consistent customer service.
• Venue Operations: Oversee Front of House, staffing, events and venue presentation.
• Leadership & People: Lead, support and develop colleagues.
• Volunteers: Support volunteer recruitment, training and engagement.
• Commercial & Finance: Manage budgets, control costs and maximise income.
• Health & Safety: Ensure safety, safeguarding and legal compliance.
• Collaboration & Sustainability: Work across both venues and support environmental initiatives.
• General Duties: Work collaboratively across Royal & Derngate and Northampton Filmhouse, and work flexibly, including evenings and weekends.

Skills

Customer-facing management

Team leadership

Customer service standards

Diversity of customers

Conflict resolution

EPOS/till systems

Volunteer management

Evenings & weekends availability

Budget/expense management

Health & safety compliance

Tools

EPOS/Till systems

Job description

Job SummaryJoin Royal & Derngate as our next Customer Experience Manager. If you're passionate about delivering exceptional customer service, leading high-performing teams, and creating memorable visitor experiences, this is your chance to make a real impact in one of the region's leading cultural venues.Job DescriptionAs Customer Experience Manager, you will lead the delivery of an outstanding, welcoming and inclusive customer experience across Royal & Derngate and Northampton Filmhouse. You will oversee Front of House operations, ensuring venues are safe, well-presented…

Job Summary

Join Royal & Derngate as our next Customer Experience Manager. If you’re passionate about delivering exceptional customer service, leading high-performing teams, and creating memorable visitor experiences, this is your chance to make a real impact in one of the region’s leading cultural venues.

Job SummaryJoin Royal & Derngate as our next Customer Experience Manager. If you're passionate about delivering exceptional customer service, leading high-performing teams, and creating memorable visitor experiences, this is your chance to make a real impact in one of the region's leading cultural venues.Job DescriptionAs Customer Experience Manager, you will lead the delivery of an outstanding, welcoming and inclusive customer experience across Royal & Derngate and Northampton Filmhouse. You will oversee Front of House operations, ensuring venues are safe, well-presented…

Job Summary

Join Royal & Derngate as our next Customer Experience Manager. If you’re passionate about delivering exceptional customer service, leading high-performing teams, and creating memorable visitor experiences, this is your chance to make a real impact in one of the region’s leading cultural venues.

Job Description

As Customer Experience Manager, you will lead the delivery of an outstanding, welcoming and inclusive customer experience across Royal & Derngate and Northampton Filmhouse. You will oversee Front of House operations, ensuring venues are safe, well-presented and ready for every performance and event, while maintaining a visible presence and championing exceptional hospitality.

You will lead, support and develop colleagues and volunteers, ensuring high service standards, effective communication and a positive team culture. Working collaboratively across the organisation, you will identify opportunities to improve the customer journey and resolve operational challenges.

You will manage staffing, rotas, budgets and commercial activity, including bars, maximising income and controlling costs while maintaining high standards of service. You will also ensure compliance with health and safety, safeguarding and licensing requirements, supporting a safe and enjoyable environment for all.

Job Requirements

Essential Experience:

Significant customer-facing management or supervisory experience in entertainment, hospitality, leisure, cultural or visitor environments.

Experience leading and motivating teams in fast-paced operations.

Experience delivering consistently high customer service standards.

Experience dealing professionally with diverse customers.

Experience resolving challenging situations and customer issues.

Experience of working with EPOS/till systems.

Experience of managing or supporting volunteers and/or casual staff

Experience working evenings, weekends and busy periods.

Experience managing income and expenditure against budgets or targets and acting on variances.

Please follow the link for the full Job Description & Person Specification.

Job Responsibilities

Customer Experience: Deliver welcoming, inclusive and consistent customer service.

Venue Operations: Oversee Front of House, staffing, events and venue presentation.

Leadership & People: Lead, support and develop colleagues.

Volunteers: Support volunteer recruitment, training and engagement.

Commercial & Finance: Manage budgets, control costs and maximise income.

Health & Safety: Ensure safety, safeguarding and legal compliance.

Collaboration & Sustainability: Work across both venues and support environmental initiatives.

General Duties: Work collaboratively across Royal & Derngate and Northampton Filmhouse, and work flexibly, including evenings and weekends.