Customer Experience Manager - Town Halls

Kirklees Metropolitan Council; West Yorkshire; On-site; GBP 35,000 - 45,000; Full time

Job summary

A local government council in West Yorkshire is seeking a Customer Experience Manager to enhance visitor engagement across its cultural venues. The successful candidate will lead front-of-house teams, improve customer experiences, and manage various initiatives to ensure a welcoming atmosphere. This role requires strong leadership, communication, and stakeholder management skills, aiming to deliver exceptional service and drive strategic goals. Competitive staff benefits are included.

Benefits

Competitive salary

Staff benefits

Qualifications

• Proven experience in managing customer service and leading teams.
• Ability to turn feedback 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.

Responsibilities

• Lead and improve customer experience across all touchpoints.
• Collaborate on booking systems and implement transformation plans.
• Design and deliver staff training for customer facing teams.
• Monitor and develop membership schemes and VIP programmes.
• Manage complaints processes and ensure timely responses.
• Support marketing campaigns and maximise sales opportunities.
• Attend selected events to capture promotional content.
• Collaborate on website content and promotional materials.
• Support audience development through email campaigns.

Skills

Customer service management

Team leadership

Stakeholder engagement

Communication skills

Complaint handling

Job description

About the Role

As Customer Experience 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 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

Ready to make a difference? Apply now via Kirklees Council Careers.

Sarah Mason‑Dixon is the manager for this role, please contact them on 01484 221000 for an informal discussion, or if you need any more information.

To apply please click the Apply Now link below.

About the Organisation

Kirklees Council is committed to delivering exceptional services and creating vibrant communities. Our Culture & Visitor Economy service operates iconic venues that host events, conferences, and celebrations. Working with us means joining a forward‑thinking team that values innovation, collaboration, and customer excellence.

BENEFITS

Our employees are at the very heart of the services we provide to the community, to help us achieve our ambitions we want the best possible team. In return, we will make sure you are rewarded with a great range of staff benefits to support you in and out of work.