Deputy General Manager

Allscreens Nationwide Ltd; Greater London; On-site; GBP 52,000 - 72,000; Full time

Job summary

Ambassador Theatre Group in London seeks a Deputy General Manager to support the General Manager and lead the Customer Experience Team and Stage Door, ensuring a seamless, customer-centric venue operation.

You will work with venue heads and central teams to drive commercial performance, training, and brand consistency while deputising during absences and championing ATG’s values across the venue.

Qualifications

• Experience in a management capacity at team leader/department head level.
• Excellent verbal and written communication skills.
• Personal license holder or willing to obtain one.
• Health and Safety qualifications or experience.
• Relevant management qualifications or training.
• Genuine interest in live entertainment industry; experience in the sector is desirable.

Responsibilities

• Lead by example to help the venue achieve goals and provide Duty Management cover.
• Oversee customer experience and ensure inclusive, accessible venue operations.
• Collaborate with HR to train staff and maintain world-class customer service.
• Act as brand ambassador and ensure consistency across concepts.
• Support social media engagement and strengthen patron relationships throughout the year.
• Create and analyze financial reports; monitor venue KPIs and budgets.
• Manage building maintenance projects and safety reporting; uphold a healthy work environment.

Skills

Management experience

Communication skills

Personal license

Health and Safety qualifications

Relevant management qualifications

Interest in live entertainment

Job description

This role is responsible for, and located at, one of ATG's London venues. The Deputy General Manager reports to the venue's General Manager and is directly responsible for the Customer Experience Team and Stage Door team. The Deputy General Manager is a crucial role on the venue management team, focused on ensuring a seamless customer experience for both internal and external customers.

As Deputy General Manager you will assist the General Manager in leading the venue in accordance with the business plan objectives, ensuring we meet and exceed commercial and operational targets and deliver improvement projects on time and in budget. From time to time, you will be required to deputise for them and provide cover during any periods of absence of annual leave. Working collaboratively with venue Heads of Department and central teams, you will play a key part in improving the profitability of the venue and provide an exceptional standard of customer service to both internal and external customers.

The Deputy General Manager will support the continuance of a positive, focused, and constructive working environment, ensuring the vision and values of the Company are embedded into the culture of the venue.

Key responsibilities

Customer

• To always lead by example and empower the venue team to achieve venue goals.
• Provide Duty Management cover, including evenings and some weekends.
• Ensure the venue proactively delivers an inclusive and accessible experience to a diverse audience base.
• Working with HR colleagues, create and deliver a new and exciting approach to training, engaging staff in the delivery of world class customer service.
• Act as an ambassador for the company, ensuring a level of brand consistency across all our concepts.
• Create fresh and innovative ideas, supporting the company's commitment to revolutionising the theatre experience.
• With the General Manager and other colleagues, lead a social media strategy to engage with the variety of patrons that visit the theatre throughout the year.

Financial and Commercial

• Create and analyse reports on financial results for key company stakeholders and producers.
• Track and implement key retail strategies and initiatives based on the venue KPIs.
• Maximise potential revenue streams and ensure overheads are in line with budget and monitor them accordingly. Work closely with the General Manager to set and manage the venue budget model and reforecast accordingly.
• Implement and manage process to ensure positive stock results, while ensuring consistent application of ATG's policy relating to cash and stock management.

Building and Risk Management

• With the General Manager, plan and implement a proactive maintenance programme.
• With support from central Property and Technical Services specialists, act as Project Manager when required for all building improvement works. This includes the management of plans, costs and building contractors, as well as ensuring projects are delivered on time and to specification, whilst the day-to-day venue operation remains unaffected.
• Instil, safeguard and lead a safe and healthy working environment for all internal staff and key stakeholders.
• Act as a first aider and undertake any other safety training as deemed appropriate to the role.
• Ensure the timely and thorough reporting and investigation of accidents and incidents.

Relationships

• To engage and support all departments in the delivery of the company's vision and values.
• To build and develop a constructive relationship with central services and key external stakeholders, whilst acting as an ambassador for the venue.
• To maintain and build on the positive relationship between Ambassador Theatre Group and all the company's internal and external customers.

Your skills, qualities, and experience

If you have most of the essential criteria, we encourage you to apply, and welcome transferable skills from other industries or backgrounds. We can give experience of any desirable criteria but may also use them to decide between candidates for this role.

• Experience of working in a management capacity; this could be at the level of team leader, project manager or head of department.
• An excellent understanding of commercial objectives and proven ability to meet ambitious targets within agreed timescales.
• Excellent verbal and written communication skills.
• An innovative and creative thinker.
• Experience in managing performance, developing and supporting a team to achieve goals.
• Ability to be adaptive, to prioritise a varied workload, and manage own time effectively.
• An ability to create a positive, engaging, and collaborative working environment.
• Good IT skills, with the ability to learn to use new software and systems.
• Personal license holder
• Relevant management qualifications or training
• Health and Safety qualifications and/or experience
• A genuine interest in the live entertainment industry is required; work experience in the industry is desirable but not essential and we actively encourage applications from individuals working in other sectors.

• The Deputy General Manager is required to be a Personal License holder or undertake the training and assessment to gain a license on starting in the role, which ATG will arrange. The application process for a license includes a Disclosure and Barring service check.