Customer Experience & Venue Operations Lead

Securitas UK

Northampton

On-site

GBP 32,000 - 48,000

Full time

3 days ago

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Job summary

Royal & Derngate is seeking a Customer Experience Manager to lead the delivery of outstanding guest service across both venues. You will oversee Front of House operations, set staffing, brief teams on event needs, and ensure a welcoming, inclusive journey for all visitors.

You will manage volunteers, lead a culture of safety and compliance, oversee budget and commercial activity, and collaborate with visiting companies and partners to continuously improve the customer experience.

Qualifications

Significant customer-facing management or supervisory experience in hospitality or leisure sectors.

Responsibilities

Lead delivery of an exceptional customer experience across both venues.
Oversee Front of House operations, staffing and rotas within budget.
Brief teams on event requirements, risks and customer priorities.
Liaise with visiting companies, hirers and colleagues to ensure smooth operations.
Maintain high standards of cleanliness and customer facilities; resolve issues promptly.
Lead volunteers, induction, training and ongoing management.
Manage income and expenditure within budgets and monitor performance against targets.
Ensure Health & Safety compliance and incident response when required.
Collaborate across Royal & Derngate and Northampton Filmhouse to represent the organisation professionally.