Duty Manager

Lightroom; Greater London; Hybrid; GBP 12,000 - 18,000; Full time

Job summary

Lightroom in London is seeking a Duty Manager to oversee visitor experience across Operations, including Access, Bar & Events, Floor, Retail, Ticketing and Stagedoor. You will lead a multi‑skilled team to deliver an outstanding guest journey.

Open seven days a week with day and evening shifts; weekend availability is required. You will coach colleagues and uphold Lightroom’s visitor experience values, reporting to the Head of Visitor Experience.

Responsibilities

• Day‑to‑day management of visitor experience operations across multiple departments.
• Lead, coach and develop a high‑performing team to deliver exceptional service.
• Ensure safety, compliance and presentation standards across the venue.
• Coordinate with Access, Bar & Events, Floor, Retail, Ticketing and Stagedoor teams.
• Deliver seamless guest journeys and respond promptly to issues on shift.

Skills

Leadership

Customer service

Team coaching

Job description

Hours: 0 hours causal contract, weekend availability required

Holiday: Calculated pro rata

Deadline: 21 st September 2026, 12PM

Interviews: W/C 28 th September 2026

ABOUT LIGHTROOM

Lightroom is a new storytelling medium for the world’s greatest creative minds. Our approach allows creative work of all disciplines to be seen in a new light: offering artists and performers a new way to tell their stories; and audiences a new way to engage with creative work, whether they are a lifelong fan or discovering something for the very first time. Through groundbreaking collaborations with leading artistic talents across art, music, film, fashion, science, and more, Lightroom is establishing itself as a new home for London’s cultural audiences.

Lightroom’s critically acclaimed shows released to date include:David Hockney: Bigger & Closer;The Moonwalkers: A Journey with Tom Hanks;Vogue: Inventing the Runway; andPrehistoric Planet: Discovering Dinosaurs. Our latest show,David Bowie: You’re Not Alone, transports visitors inside the many worlds of David Bowie. Through combining iconic performances, rarely‑seen interviews and never‑before‑exhibited material, the show celebrates Bowie’s creative mind, spirit and soul – resulting in both a multimedia spectacle and an intimate and revealing self‑portrait.

Lightroom’s flagship venue is based in London King’s Cross, situated next to Coal Drop’s Yard. Our shows have also played in 11 cities worldwide. Outside of London, Lightroom’s shows have played in France, Germany, Amsterdam, South Korea, China, Singapore and the United States.

ABOUT THIS ROLE

At Lightroom, we want to ensure that every visitor enjoys a seamless, engaging, and memorable journey through our venue. Our visitor experience strategy, “Illuminating Every Moment,” sets out how our team delivers an exceptional visitor experience. Every touchpoint in the visitor journey plays a crucial role in shaping their visit, and our team of multi-skilled Duty Managers is at the heart of making this happen.

As a Duty Manager, you will take on a leadership role across all areas of Operations, including Access, Bar & Events, Floor, Retail, Ticketing and Stagedoor. We work fluidly across departments, supporting each other to deliver an outstanding visitor experience. Whether you’re leading the team of hosts, assisting with accessibility needs, ensuring smooth service at the bar, or maintaining a welcoming atmosphere, your focus will always be on teamwork, adaptability, and enhancing the visitor journey. You will coach and demonstrate our Visitor Experience values which are:

Be a brand ambassador for Lightroom
Be Approachable – Foster a welcoming atmosphere with warmth and enthusiasm.
Be Informative – Know the shows, artists, and venue inside‑out.
Be Proactive – Anticipate visitor needs and assist them to resolve issues promptly

When on duty you will report into the Head of Visitor Experience and play a key role in fostering a collaborative and supportive culture among your team. We believe that a positive working environment leads to a great visitor experience, and you will be responsible for leading by example—ensuring that every visitor feels valued and every team member feels supported.

Lightroom is open seven days a week, with a mix of daytime and evening shifts. Flexibility is key, and we are looking for candidates who are available to work Saturdays and Sundays, with additional shifts available throughout the week. Rota’s are completed 2 months in advance.

This role is ideal for someone ready to step up within Operations, with the ability to lead, motivate, and support a team while maintaining a hands‑on, visitor‑focused approach.

DUTIES AND RESPONSIBILITIES

Day to day responsibilities will include but not be limited to:

Visitor Experience

• Drive Commercial Success – Maximise revenue opportunities through ticketing, retail, and bar while optimising operational efficiency. Creating and delivering daily reports.


• Enhance Visitor Experience – Ensure every guest is “illuminated at every moment” by delivering seamless, high-quality service and a keen eye for continuous improvement.


• Cross-Department Collaboration – Work closely with all operational departments to align on business goals and visitor engagement. Communicate with the front line team members on all upcoming events, schedules and updates.


• Operational Excellence – Oversee daily operations, ensuring smooth logistics, compliance, and high standards of presentation in line with the visitor experience strategy.


• Team Leadership & Development – Lead, inspire, and coach a high-performing team to deliver exceptional experiences.

Retail

• Drive sales through providing exceptional customer service, identifying upsell opportunities, and motivating the sales team


• Supporting day to day with reporting, sales targets and commercial delivery


• Monitoring adherence to processes and procedures to reduce stock loss

Door

• Ensuring the safety and security of the public within the building, including bag checks with a 100% penetration rate


• Staying vigilant and being aware of suspicious activity and reporting such activity to


• managers immediately.


• Immediate response to any and all emergency situations, working as the Duty Manager to restore order, safety and security to the venue.

Bar & Events

• Ensure all food and beverage areas are prepared for set up in advance of each shift and in accordance with relevant standards of procedure


• Drive sales through providing exceptional customer service, identifying upsell opportunities, and lead the operational change over from day to night


• Be the duty manager for private hires, showcasing Lightroom’s exceptional visitor experience and supporting the Operations team with set up, communication and overall delivery.

Access

• Give tailored support to access customers determined by their needs and how they want to journey through the experience


• Work with the Head of Visitor Experience on development of the access offering and access performances

Ticketing

• Ensure that the customer journey from booking into the show space and beyond is as smooth as possible, reporting any opportunities to the Head of Visitor Experience and Head of Ticketing.


• Report on daily tickets sales to the wider Lightroom team

PERSON SPECIFICATION

• Leading by Example – Ability to set a positive tone for the team and ensuring an exceptional visitor experience.


• Strive for Operational Excellence – A proactive person in upholding operational standards, from health & safety checks to Visitor interactions, regardless of contracted area. Take ownership of your area and ensure everything runs smoothly.


• Nurturing & Coaching – Confident to provide guidance, offer constructive feedback, and ensure a positive and motivating work environment every day.


• Professionalism – Ability to retain composure and leadership. Regardless of how busy or pressured a shift becomes, professionalism must be maintained, both with visitors and within the team.


• Confidentiality & Discretion – The proven ability to uphold complete discretion in handling any operational or staffing matters.


• Communication & Accountability – A clear communicator across various departments, whilst keeping in line with our company ethos and aims.

DEADLINE FOR APPLICATIONS

Applications for this opportunity will close at 12pm on 21 st September 2026 with interviews taking place the week commencing 28 th September.

We are an equal opportunities employer and value diversity. We encourage applicants from different backgrounds and different experiences.